RTA

Question 1

What are KPI’s for RTA

Answer 1

Average handle time
CSAT Improvement
Reduction in fraud loss
Increase IVR Containment

Question 2

What are buyer persona’s for RTA

Answer 2

CTO / CIO / Head of CC / Customer Care/Experience / Fraud Team /Customer Security

Question 3

What are business Challenges for buy personas for RTA

Answer 3

“Making sure customer accounts are safe

Improving CSAT / NPS and agent experiences

Decrease fraud loss/ Lower AHT”

Question 4

What are key capabilities for RTA

Answer 4

“•Uses one voice signature for the agent, IVR or Mobile authentication.

• Single voice print for customers during the first several seconds of a call.
• Out of the box solution”

Question 5

What are disco Q’s for RTA

Answer 5

How much time agents spend on authentication per call?

What are your plans to reduce this time?

If there is expected fraud what happens?

Question 6

What are differentiators for RTA

Answer 6

“It can use Historical Calls

Single Voice print for all channels

Out of the box”

Question 7

What are Competitors for RTA

Answer 7

Nuance / Pindrop

Question 8

What are Success Stories for RTA

Answer 8

“First Horizon - long authentication process

AHT reduced
Agent Satisfaction”