Identify

BENEFITS AND RESULTS: IDENTIFY

45s+

Reduce average handling time for verification of a caller’s identity by 45s+

50%+

Increase self-service verification by up to 50% (dependent on industry) relative to other methods such as ID number and PIN

Reduce customer effort for verification.

How does Oration’s Identify feature work?

When a caller calls through to a contact centre, Identify checks their information against their mobile number or identity number. If the caller is registered for voice biometrics, the system asks them to speak their mobile number or already registered token as an identity token. This helps verify their identity without requiring additional questions. If the caller is not registered for biometrics, the system asks for information such as name, date of birth and address.

Non-enrolled callers can easily enrol in biometrics by simply speaking their mobile number three times. When the call reaches the contact centre, the agent can activate the enrollment for added security. Other information such as date of birth can also be added if necessary.

What makes Oration different?

Oration is an easy-to-use contact centre plugin, designed to be implemented as an overlay to your existing contact centre technology infrastructure. A SaaS cloud-based solution, Oration can be up and running within a matter of days. Oration has an import feature that allows clients to securely upload their identity to the database. The data is encrypted within the browser and sent to Oration for storage. Oration's Identify feature also includes an optional Lambda integration that connects to a client's host API. The Lambda sends a core ID number (such as a phone number) to the API and uses it to verify the information. This process is efficient and easy to set up, requiring no integration for smaller clients.