Genesys Customer Authentication (CE07) for Genesys Cloud

Identify and verify customers in your IVR

What's the challenge?

Most IVRs require your customers to manually enter their information each time they call. Customers typically have to supply that information again when they’re connected with an agent or transferred — leading to longer handle times, higher purchase abandonment and poor customer experience scores.

What's the solution?

Cut out time-consuming identification steps with a simple, automated caller ID. Genesys Customer Authentication integrates with your customer database to identify callers by their phone number. This context is passed across channels — so you can identify, verify and proactively greet customers, without repetition.

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Story and Business Context

Smart contact center software knows who’s calling. Genesys Cloud CX identifies customers based on their caller ID or prompts the customer for identifying information. This information is passed throughout the call flow for progressive identification and verification — so your customers don’t have to repeat themselves and your agents can start solving problems faster.

Use Case Benefits

Use Case Benefits	Explanation
Improved Containment Rate	Reduce agent handled inbound call volume by improving containment rate through a robust and flexible solution
Improved Customer Experience	Improve NPS by saving the customer time through efficient and automated ID&V interaction and by extending a more personal approach offered by agent (knowing who the customer is)
Reduced Handle Time	Reduce agent handled time due to a partial automation call through identification and verification (ID&V) with IVR.
Reduced Interaction Abandonment	Certain self-service tasks require a solid means of authentication. If a caller cannot be adequately identified, the call will likely end up waiting for an agent to be available.

Use Case Definition

Business Flow

Business Flow Description

1. The IVR answers a call.
2. If enabled, Genesys Cloud CX identifies a customer using the Automatic Number Identification (ANI) / Caller Line Identification (CLI). BL1
3. If ANI / CLI are available, Genesys Cloud CX performs a lookup in the company's back-end system (for example, the CRM) to identify the caller.
4. If identification via ANI / CLI is disabled or fails, Genesys Cloud CX asks for a separate Identifier (for example customer ID, account number, tracking number, or alternate phone number) to identify the customer. The caller must respond to this question by entering a numeric value. If the customer does not have the required information, they can opt out and proceed down an unauthenticated path.
5. The customer input is validated against the enterprise/organization's back-end system (for example, the CRM). If a match cannot be found, Genesys Cloud CX asks the customer for their identifier. Genesys Cloud CX requests this information up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud CX cannot successfully validate the customer, the customer is transferred to a queue for agent-assisted service.
6. If needed for security purposes, Genesys Cloud CX can ask for additional information to validate the caller's identity. The caller must respond to this question by entering a numeric value.
7. Genesys Cloud CX validates the information entered against the organization's back-end system (for example, the CRM). If this validation is unsuccessful, Genesys Cloud CX asks the customer for security information again, up to a maximum of three times after failure. The number of retry attempts is configurable. If Genesys Cloud CX cannot successfully validate the customer, Genesys Cloud CX transfers customer to a queue for agent-assisted service.
8. After successful identification and verification, Genesys Cloud CX transfers the call to the next step of the overall call flow. This step could be an agent-assisted service or a self-service application. To simplify subsequent interactions during this call, Genesys Cloud CX retains the customer identifier and verification status. Later Genesys Cloud CX can display this information to an agent by using scripts.

For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.