How to set up Identify
The Identify feature allows callers to verify their identity before being allocated to an agent.
Watch this short demo to see how Identify works
Identify uses typical verification questions, including optional voice biometrics, to identify the caller before they are connected to the contact centre agent:
- The identify function is created to play when a caller phones the contact centre
- Identify verifies their identity by asking for their mobile number, identity number, knowledge tokens or using voice biometric options
- When the call is connected, the agent can see whether the caller’s identity is confirmed or not.