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Each KBA required to complete authentication increases the averagehandletime required to authenticate a caller and increases the average cost per call for the contact center. Customer experience can be negatively impacted when KBA requires extra time and effort on the part of the caller. . Watch the Webinar.
This capability allows customers to resolve their issues without the need for direct interaction with an agent, leading to faster resolution times and reduced call volumes for more complex queries. A well-calibrated IVR system is the cornerstone for intelligent contact center automation. RELATED ARTICLE What is IVR?
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