Boosting customer satisfaction while reducing fraud at contact centers

Mobile Network Operators contact centers are a key point of interaction with customers.
However, they remain an important source of fraud, resulting in revenue loss for the mobile operator and an annoying verification process for the customer (multiple questions to verify the customer's identity).

Today, it is not possible to implement efficient fraud protection measures and customer identification without having a negative impact on the customer experience.

Furthermore, integrating a new anti-fraud service into the contact center infrastructure remains complex and costly. 

The voice-matching SaaS solution enables:

• Identification of existing customers based on their voice.
• Detection of fraudulent attempts on contact centers by comparing the caller's voice to an evolutive database of suspicious voices. 

The advantages of this solution include:

• Easy integration:

- easy connection to the contact center without a heavy impact on its infrastructure
- works with mono or stereo recordings

• Performance:

- fast identification of fraudsters: analysis of a day's worth of voice in only 2 hours.
- high accuracy: works with noisy data, any language and accent, and verifies gender and age.

• Improve customer UX:

- speed of customer verification within 10 seconds.
- multi-channel solution: voice can be analyzed regardless of the channel used for inbound calls (mobile, landline, VoIP apps such as Whatsapp...)