A major global insurance company (“Global Insurance Company A” or “GICA”) was looking to modernize its call center authentication processes to improve its customer experience, reduce call center handle times, and improve the security posture of its call centers. GICA also wanted to enhance identity proofing during their onboarding processes by reducing reliance on cumbersome knowledge-based questions. GICA originally started out using a different vendor for onboarding phone ownership verification but approached Prove after not achieving the desired results with the initial vendor.
Using Prove Identity Manager and Trust Score, GICA was able to achieve the following results for their two use cases:
“Prove offered a complete ANI (automatic number identification) call authentication solution. We were interested in other opportunities to use Prove for identity proofing and leveraging Prove Identity Manager data to ensure we have accurate phone numbers for our customers.”
GICA has already rolled Prove solutions out to 10 of their call centers and has been so pleased with the results they’ve seen that they plan to expand to an additional 6 call centers in the next few months.
Thank you to Global Insurance Company A for sharing its experience using Prove solutions. For more information about how Prove Identity Manager can enhance your customer experience, head to our solution page here or request a demo today.
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