Typical Implementation

IDVS can be used for a range of customer applications including:

• In the Retail Finance sector, IDVS is used in applications where stringent identity checks need to be carried out before providing access to financial information.
• In the Utility sector, IDVS is used to identify a caller prior to making a payment or providing a meter reading.
• In the Telecommunications sector, using IDVS to check a callers PIN or password, allows customers to ensure that the caller is authorized to make changes to their monthly subscription.
• IDVS is also used where a caller’s identity is required prior to routing an incoming call to a particular skills based agent pool.

Key Features & Benefits

• IDVS automates the process of identifying and verifying a caller, freeing up agent time to work on higher value activities.
• The time taken to capture the information is required is reduced, typically by 40 to 80%
• The potential for human error, in an application containing sensitive and secure data, is removed.
• The range of configurable options available at each stage of the call flow allows IDVS to be used for a variety of business processes in different industry sectors.
• “Always On” availability allows callers to access the service on a 24 x 7 basis.

Application Configuration

The following options can be configured in IDVS via the VSA Management Console:

• Any of the following can be used for Primary Identification: Credit or Debit Card Number, Customer Reference, US Social Security Number, Bank Account Number or Telephone Number.
• Secondary Identification can be any one of Postcode, ZIP Code, Last Name, UK National Insurance Number, US Social Security Number, Date of Birth, Telephone Number or Car Registration.
• Verification should be based on something personal to the caller. Options supported include Last Name, Mother’s Maiden Name, Memorable Date, Date of Birth, UK National Insurance Number, Characters from Password, a full PIN, digits from a PIN, Card Security Number or ZIP Code.
• The Status element can be configured to read back any of the following; a number (such as a points balance), an Account Number, a Balance Payable or a Balance Due Date.

Deployment Options

IDVS is a key application within the VSA suite. Fluency’s packaged speech recognition solutions are available On-Premise and Hosted, and have been successfully deployed for a range of customers across the US and UK.

Implementation & Support

Fluency provides a dedicated account team with overall responsibility for project implementation and ongoing support. An Account Manager, supported by a Technical Account Manager, provides the primary commercial point of contact. The Fluency Project Management Team guides the implementation through Project Initiation, Requirements Capture, Analysis and Design, Integration and Testing, and Implementation. Full training is provided covering Speech Recognition, Voice User Interface design, and Application Configuration. Post implementation, the Fluency Customer Response Center provides timely and dependable resolution of technical incidents. Fluency offers both “Business Day” and full 24 x 7 support.