Costa Mesa, Calif., March 25, 2008 — Experian®, a global information services company, today announced that it can deliver Knowledge IQSM services through interactive voice response systems. Full automation for both inbound and outbound calls is now a reality by leveraging Knowledge IQ, a challenge-question authentication product, through the latest automated interactive call technology. Experian has reached an agreement with Adeptra to begin providing the automated capability through their automated interactive technology, the virtual calling platform. The first collaboration has been implemented at a top-five financial institution.
“With this integration, institutions can implement, for the first time, a custom approach to identity authentication while still using and benefiting from automated technology,” said Gary Kearns, president, Experian’s Decision Analytics. “Through Knowledge IQ and automated interactive call technology, improvements will be realized in both a user’s risk-management and call center processes. Enhanced and custom fraud detection mechanisms and the automated delivery method can improve efficiencies and bottom-line results.”
Generating automated authentication questions for both inbound and outbound calls significantly reduces the need for manual operations and resources to verify an individual’s identity at a client call center. As a result, clients will gain call center operational savings, decreased call times and, potentially, shorter wait times for consumer interactions.
“Utilization of our virtual calling platform significantly reduces the time and, thus, cost associated with each customer contact,” said Lou Venezia, chief executive officer, Adeptra. “The ability to provide customized authentication with Experian’s Knowledge IQ helps clients use virtual calling to its best capability. The virtual calling platform improves, simplifies and expedites the customer interaction experience.”
Knowledge IQ is a knowledge-based authentication system that assesses fraud risk by calculating a Precise IDSM identity risk score and posing a series of credit and noncredit challenge questions to an individual. In doing so, Knowledge IQ enables an organization to authenticate the consumer and determine the level of identity risk associated with that individual and interaction.
Precise ID is a single-platform for fraud detection. Using extensive data, advanced analytics and flexible decisioning, Precise ID integrates a variety of specific fraud detection products, such as Knowledge IQ, to be utilized as needed across the Customer Life Cycle.
Experian’s Decision Analytics business combines data intelligence, analytics, software and consulting to provide credit risk, identity and fraud solutions that can help clients increase profitability and improve performance. Its enterprise-wide decisioning capabilities enable clients to manage and optimize risk; prevent, detect and reduce fraud; meet regulatory obligations; and gain operational efficiencies. Trusted by leading players worldwide, Experian’s Decision Analytics business provides the intelligence to make accurate and informed decisions to help clients better manage their customer relationships.
Experian is a global leader in providing information, analytical and marketing services to organizations and consumers to help manage the risk and reward of commercial and financial decisions. Combining its unique information tools and deep understanding of individuals, markets and economies, Experian partners with organizations around the world to establish and strengthen customer relationships and provide their businesses with competitive advantage. For consumers, Experian delivers critical information that enables them to make financial and purchasing decisions with greater control and confidence. Clients include organizations from financial services, retail and catalog, telecommunications, utilities, media, insurance, automotive, leisure, e-commerce, manufacturing, property and government sectors.
Experian Group Limited is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. It has corporate headquarters in Dublin, Ireland, and operational headquarters in Costa Mesa, Calif., and Nottingham, UK. Experian employs approximately 15,500 people in 36 countries worldwide, supporting clients in more than 65 countries. Annual sales are in excess of $3.8 billion.
For more information, visit the Group’s Web site on www.experiangroup.com.
Adeptra is the global leader in Auto-resolution Services™. Adeptra's virtual contact center solutions far exceed traditional auto-dialer applications through providing three times the reach, engaging customers in a personalized dialogue, and resolving issues without the need for contact center staff. Whereas most customer support is accomplished through a “request and respond” model, Adeptra’s Auto-resolution Services™ are the next generation in two-way voice and alerting solutions that proactively reach out and deliver time-sensitive customer communication via voice, fax, pagers, text messaging and email. Adeptra’s applications are fully integrated, industry-specific solutions for business processes such as fraud detection, collections and marketing.
Adeptra’s clients include six of the top 10 financial institutions in the US and eight of the top 10 in the UK. Established in 1996, the company is privately held and investors include ABS Ventures, Barclays, Advent and ACT. Adeptra operates from offices in Connecticut, USA, and Reading, UK. For more information visit www.adeptra.com.
Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions, Inc. Other product and company names mentioned herein may be the trademarks of their respective owners.
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