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identity fraud by using contact centers to verify the customer ’ s validity through the use of biometrics .
“ I can eliminate the three to five security questions that someone may ask to determine your identity if the confidence factor is high ,” Turgeon explains . “ That ’ s time wasted by the agent . We ’ re hearing from various industries that they ’ re spending around 40 to 75 seconds on average just trying to identify the caller . This really helps to improve the customer experience .”
In many of the real-life cases Turgeon discusses – resolving customer complaints or alerting people to fires and
other incidents – time is critical . Therefore , the real-time nature of Avaya ’ s portfolio is one of its fundamental traits .
“ If you ’ re unhappy with your service at a hotel , for example , and you tweet about it it ’ s better if the business is able to react immediately ,” notes Turgeon . “ Anything other than real-time or near real-time communication is just not good enough anymore .
“ So , we have to start leveraging much more sophisticated capabilities to be able to transform the experience right now . You don ’ t want to lose a customer who could contact a different organization to do business with . I have to react
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