Introduction

Discover how IdentityCheck integrates seamlessly with Genesys, a leader in omnichannel customer experience (CX) and contact center solutions. Genesys’ mission to provide exceptional customer connections through cloud and on-premises solutions propels businesses forward with its robust core features: customizable CX platforms, AI-enhanced customer engagement, and comprehensive analytics tools. Adding IdentityCheck’s ID verification capabilities to the mix ensures not just enhanced security but also a streamlined customer verification process, further enriching the customer journey.

Why Connect IdentityCheck to Genesys

Integrating IdentityCheck with Genesys offers multiple advantages. Firstly, the seamless ID verification process enhances customer trust by ensuring security alongside an intuitive user experience. Secondly, it automates KYC checks, significantly reducing manual verification errors and saving agent time. For example, Guardian Tax Solutions saw a 90% reduction in onboarding time through IdentityCheck, demonstrating the impactful efficiency of this integration. With IdentityCheck, businesses can strengthen their customer interactions within Genesys, ensuring a secure and personalized experience.

Setting Up the Integration

1. Log into your Genesys account and access the integrations marketplace.
2. Select IdentityCheck from the available applications and click “Install.”
3. Follow the on-screen prompts to enter your IdentityCheck API credentials.
4. Configure your verification settings to match your business needs.
5. Run a test ID verification to ensure everything is functioning correctly.
6. Deploy the integration across your contact center teams.

How It Works in Genesys

Once integrated, IdentityCheck operates directly within the Genesys interface. For example, when a customer initiates contact, agents can instantly trigger an ID verification request. The customer receives a prompt to verify their identity, and the outcome is visible in real-time for the agent, facilitating quick decision-making and maintaining high customer service standards.

Frequently Asked Questions

• How is data stored during the ID verification process? REST assured, all data is encrypted and securely stored, adhering to compliance standards.
• Can I customize the identity checks? Yes, you can customize the verification settings to suit your specific business requirements.
• What happens if an identity check is incomplete? Incomplete checks will flag in the system, allowing agents to follow up or retry the process instantly.

In Summary

Integrating IdentityCheck with Genesys adds a critical layer of security and efficiency to your customer service operations. By streamlining ID verification within your existing workflows, you enhance customer trust and operational productivity, making it an essential tool for businesses looking to elevate their customer experience.