Hitachi Solutions Identity Verification

A Strategic Move Towards Cost Efficiency and Security

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Improve Security and Privacy for Call Centers

Hitachi Solutions Identity Verification makes it quick and easy for call center reps to verify customers, improve service, and save your organization money.

Identity Verification puts call reps on a clear path, giving them the required questions and steps to ensure your calls are secure, private, and cost-effective.

Stronger Security and Lower Costs with Identity Verification

We don’t need to tell you the importance of securing private information and improving service. But we can’t overstate the value of having the right tool to secure that precious information.

Customer satisfaction: The vast majority of customers consider a company’s understanding of their individual needs as an essential part of excellent customer service. Caller identity verification enables call centers to offer personalized service.
Within a year, Identity Verification will save you the cost of a call rep’s salary.
Fraud costs: According to a study by The Nilson Report, global card fraud losses reached $28.65 billion in 2019. Implementing robust caller identity verification can help call centers minimize these losses.
Call center costs: CX Today reports that the average cost per call in the United States is upwards of $5.60. Efficient caller identity verification can reduce call durations and minimize costs.
Identity theft: Javelin Strategy & Research reports that identity fraud losses reached $56 billion in 2020. Call centers can reduce their risk by using effective caller identity verification methods.
Call center fraud: One in every 1,100 calls to call centers is fraudulent. Caller identity verification can help identify and block these fraudulent calls.

Want to learn more? Click below to download our overview of Identity Verification.

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$56B

in identity theft losses in 2020.

$5.60

is the average cost of a call, according to CX Today.

1 in 1100

calls to call centers is fraudulent.

Why You Need Identity Verification

Securing sensitive data: costly fraud and disclosures demand robust privacy measures
Effective compliance & training: minimize coaching expenses and improve consistency
Efficient caller experience: reduce agent swivel chair and enable stronger caller relationships
Optimizing call center KPIs with consistent processes: First Call Resolution, Average Handle Time, Quality Assurance

No Coding. No Heavy Lifting.

In this short demo, you’ll see how easy it to customize ID Verification. With a few clicks of a button, you’ll be able to tailor ID Verification to your business rules and fields that ensure your call reps correctly identify callers.

Get Even More Value From Your Engage Subscription

Identity Verification is a highly configurable app for Power Platform and Dynamics 365 Customer Engagement and improves the accuracy and speed your call center reps can identify callers. It is highly configurable to your needs and ready to launch directly from contact records or during phone call activities with no need for major investments.

Customizable Verification to Suit Your Needs:
We can tailor the app to match your organization’s specific verification procedures and requirements, and the app can also be adjusted by your company when needed.

Robust Audit History:
Identity Verification automatically generates audit records for each verification event, ensuring compliance and easy reporting.

Improved Call Center KPIs:
Reducing verification time fosters better customer service, which leads to improved first call resolution, average handle time, and quality assurance scores.

Secure Service without Compromising Speed & Efficiency

Hitachi Solutions Identity Verification offers a unique blend of security and operational efficiency, ensuring your service is secure without slowing down your processes.

Integrated streamlined process: Enhance efficiency with built in verification procedures
Customizable questions & answers: Tailor verification to meet specific requirements
Configurable business rules: Adapt app functionality to align with organizational policies
Intuitive interface: Easily capture right or wrong answers for a seamless experience
Multiple caller personas: Support various caller types with tailored verification
Audit-ready verification record: Ensures compliance and simplify reporting