VISIBILITY AND VOICE BIOMETRICS PREVENT FRAUD AND STREAMLINE CUSTOMER EXPERIENCE HELP DETECT 11,000 IDENTITY THEFTS Government agencies around the world are tasked with improving customer experiences, while running leaner, more effective operations. The race to deliver a contemporary digital experience also figures in as they strive to be more responsive to their constituencies. This national revenue collection agency receives 9 million calls a year, with 75% of those requiring an agent to verify the caller’s identity. When a customer called, the identity authentication process involved several steps. The process was difficult for both customers and agency personnel, who collectively spent 75,000 hours each year verifying customers’ identities. Call center staff costs

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