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Inbound Authentication

Instantly identify and authenticate inbound callers before they hear “hello”

Contact centers sit on the front lines of customer service. Provide a seamless experience, and the customer comes away with a positive impression. Subject your consumer to an interrogation, and you may not only lose a customer forever, but they’ll also be likely to tell their story to friends and family. How do you provide this frictionless experience while also stopping fraudsters in their tracks?

It all comes down to identity, speed, and accuracy. With thousands of inbound calls every day, how well are you able to identify and authenticate the person on the other end of the line?

On one hand, you want to identify callers, so you can handle the call as efficiently as possible to minimize costs and provide superior service. On the other hand, you need to quickly quarantine high-risk callers—like those using spoofing, call forwarding, or virtualized numbers—to reduce the risk of fraud.

Neustar Inbound Authentication does both. It allows you to instantly identify the caller by leveraging the power of the Neustar OneID® system, match the consumer to your CRM, pull up their critical information, fill in gaps in their profile, authenticate the call with TRUSTID, the market-leading authentication system, and route the call for superior service—all the while mitigating fraud by analyzing for common phone fraud tactics. And it’s all done before an agent answers the calls.

Reduce Handle Times by Eliminating the Need for KBA Questions

No matter which channel they’re using to interact with a company, consumers expect an exceptional experience each time. Despite the extraordinary volume of data gathered by organizations, many companies struggle to identify consumers in early stages of the interaction. On average, over 60% of CRM records are out of date after only two years, and call centers struggle to fill in the gaps in caller identifiers.

By filling in those gaps with the most extensive and corroborated identity platform in the industry, call centers can make more informed decisions: containing within an IVR without requiring additional identification steps, or routing the caller to the agent best able to handle the caller’s needs. If, for example, the caller has a high lifetime value but recently complained about a negative experience, the caller can be directed to an experienced agent who knows how to handle these kinds of situations. The result is greater call center efficiency, decreased AHT (Average Handle Time), and higher customer satisfaction.

How Inbound Authentication Works

  1. Neustar/TRUSTID verifies the calling device is unique, authentic, and physical, and not at risk for possible fraud.
  2. If the caller’s number is not in your CRM, Neustar uses authoritative data to link the number to the correct consumer household in the CRM database.
  3. Neustar returns the customer CRM data to your IVR for automatic processing.
  4. Your system automatically route the call based on the authentication outcome and fraud data provided.

Decrease operational expenses — Authenticate identity before routing callers to an agent to decrease average call handling times.

Maximize relevant consumer interactions — Create targeted consumer messaging based on your CRM data, including the ability to leverage third-party data already housed in your CRM system, to maximize skills-based marketing.

Increase satisfaction — Identify high-value customers.

Reduce fraud — See a risk score that helps you quickly recognize potential fraudsters whose information does not match up with the current available data, including spoofed numbers or virtual calls.

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