• Customers seeking assistance are regularly irritated by layers of automated system prompts, followed by a series of questions once they reach a real person.
• Data collected for call analytics (e.g. call purpose) is usually entered manually by the call rep, wasting valuable time and creating the potential for error and bias.
With Authoriti, call center reps know the caller and the reason for his/her call before it rings. Calls can be pre-routed based on the call purpose, eliminating complaints about IVR menus. Reps don’t need to challenge customers to prove their identity. Reason(s) for call data is automatically captured for analytics, providing high quality data without post call handling.