Being able to verify a transaction or a change order helps mitigate risk, eliminate fraud, and increase understanding between you and your client or customer. 

Third Party Verification, or TPV, is the process of having an independent third party confirm the identity of the customer, whether he or she has authorization to place or change an order, and whether the customer comprehends the details.

Istonish is a leader in providing TPV services, the use of which is required or authorized by some regulators for industries like telecom and other utilities. Using our proprietary Aprisi Assure platform, Istonish helps companies, both regulated and non-regulated, record transactions and access them easily in the event of a lawsuit or regulatory inquiry. Aprisi Assure offers proof that a customer or client entered into an agreement – proof that can be used as a legally binding instrument by companies to document that they properly verified a transaction.

A wide variety of industries use TPV to prevent lawsuits and improve customer understanding and satisfaction. In addition to telecom and utilities, TPV is useful for financial services firms, mortgage companies, health care organizations, real estate companies, travel and vacation services, and more – basically, any company that needs to confirm or verify its interaction with a customer. 

Istonish can partner with your company to customize our Aprisi Assure platform to meet your exact needs. In many cases, our solution can be set up and ready to go within hours, enabling you to design and create a customer service experience based on your unique requirements.

Some use case examples include:

Sales Verification

Using mobile text verification, companies using Istonish’s TPV services can provide customers or clients with a quick and easy way to confirm their identity and reduce fraud. Istonish designed Aprisi Assure to work on all types of devices, and to provide multiple channel options for verification.

Our mobile third-party verification services can deliver:

  • Regulated and non-regulated third-party verifications
  • Electronic, text, or email letters of authorization (LOAs)
  • Term contract agreements via text, email or voice
  • Consent verification for online customers
  • Text confirmations to initiate verification completion if a cell phone call drops
  • Identity confirmation
  • Secure customized surveys at the completion of a sales transaction
  • Bilingual (English and Spanish) solutions

Evidence of Comprehension

In the often-confusing world of financial services, disclosure may not be not enough to ensure that a client understands either a financial plan or the details of a complex financial product. Istonish enables fiduciaries to keep their clients’ interests first, by confirming that they comprehend what they’re getting. By having a third party ask a series of questions, advisers can confirm whether a client needs more information or a further explanation. Aprisi Assure can help firms identify communication gaps among advisers and clients, as well as assist with financial education.

Liability Acknowledgement

Sometimes companies need to obtain – and retain – customer acknowledgement and understanding of a decision or action. This record provides tremendous value to the customer and to your organization.

Using the Aprisi Assure platform, Istonish simplifies managing this acknowledgement for both parties by capturing any combination of voice, email, or text and storing it for as long as needed. Liability acknowledgements are then stored as ‘verbal agreements’ in electronic format and attached to the customer record.

Electronic Letters of Authorization

Many customers prefer to approve agreements from their mobile devices. Aprisi Assure’s integrated electronic agreements function ensures that customers can easily review contract terms from anywhere and electronically complete the transaction. Our system then notifies all parties that the transaction is complete, enabling immediate activation or provisioning of products and services.

Smart Appointment Scheduling

Setting up an appointment should be a streamlined and personalized experience. Using the Aprisi Assure platform, Istonish makes it easy for companies to integrate customer relationship management (CRM) software and databases, facilitating appointment scheduling by automatically transferring appointment and contact information. The result is an efficient transaction that offers self-service functionality and delivers high customer satisfaction.

For example, a customer might need to call an auto dealership to set up a service appointment:

  • An integrated voice response (IVR) script pulls the customer’s contact information from the dealership CRM. Then, the script will use the customer’s phone number to greet them by name.
  • Your customer receives several options, including the ability to connect with sales, service, or parts. If he or she selects service, Aprisi Assure’s IVR will check the dealer’s Vehicle Maintenance database and let the customer know that her specific vehicle is due for its 100,000-mile service appointment.
  • The customer can choose to book the service appointment. Aprisi Assure can check check and integrate with the CRM, and identify that the customer prefers morning appointments. Using an IVR script, Aprisi Assure offers available morning appointments and lets the customer select a time that’s convenient for her.
  • Once the appointment is made, Aprisi Assure asks the customer if she’d like a confirmation text. If she agrees, the platform automatically generates the text and sends it to the customer’s mobile number. If at any point the customer drops out of the IVR script, she will be transferred to a service agent.
  • Aprisi Assure automatically transfers all of the information obtained during the IVR call to the live agent. The platform retains all of the information provided by the customer to that point, ensuring the agent can seamlessly complete the call and provide excellent customer service, ensuring information accuracy and customer satisfaction.

IT Help Desk Incident Handling

Like traditional IVR systems, Aprisi Assure can provide the number of calls in queue and estimated wait time, which may help the caller decide whether to hold for the next agent or hang up and try again later.

However, unlike many other systems, Aprisi Assure provides customers with several new options that enhance customer service quality. These options include:

  • The ability to leave a message
  • Have the system automatically call back
  • Send a text message with a link to a self-service ticket entry page

                                     

These features provide self-service alternatives for those customers who want even faster resolution. If the customer does decide to wait for an agent, Aprisi Assure recognizes the customer’s phone number and helps the agent deliver highly personalized service via a customer-specific “whisper tone” and “screen pop,” two techniques that provide the agent with information about the caller. Further, custom routing allows calls to be forwarded directly to agents who are familiar with a particular customer, ensuring knowledgeable and efficient service.

                                            

Aprisi Assure’s open system enables connectivity with many service management software platforms. As customers call for support, tracking information, such as a ticket number or problem type, can be automatically linked between the caller, the contact center system, and the service management platform. When a service agent receives a call, he or she can receive an on-screen reference to customer information, and then either quickly create a new ticket or promptly update the customer on an existing issue.

Should an escalation to other support personnel be required – regardless of their location – a call transfer can be made with no loss of continuity, while Aprisi Assure automatically collects and transfers information to the appropriate system.

Automatic Call Distributor (ACD)/Integrated Voice Response (IVR) Load Testing

No matter its purpose, any new system must be effective, both financially and operationally. To that end, a system designer must know not only how much capacity he needs to build a solution, but also must be able to confirm that it has the capacity to accommodate future growth.

To ensure operational excellence, system designers often perform load testing, which can mean involving expensive third parties who can build and run tests. Aprisi Assure makes load testing more efficient:

  • Aprisi Assure’s intuitive GUI interface makes script creation fast and easy.
  • The Aprisi Assure platform scales rapidly and simulates high call volume in a safe, failover environment.
  • The system can be used to mimic customer responses and can be configured to interact with a legacy system for functionality and load-testing scenarios.
  • Aprisi’s architecture and modern programming environment provides rapid scenario creation by significantly reducing node count and script development time.
  • In one real-world customer example, a system designer used Aprisi Assure to reduce a complex 900-nodes script to only 100, while decreasing development time from several weeks to just a few days.