Real-Time Authentication

Authentication has always been a challenge in any face-less environment, especially call centers where social engineering can cause significant problems. Strong and seamless authentication in the call center can prevent many downstream problems related to fraud, customer servicing and experience, and operational workload.

The effort in the call center to deal with this growing challenge can dramatically increase the time it takes to handle a call as criminals attempt to socially engineer agents. There are a lot of up-front savings reducing call handle time in these scenarios. Improved authentication can also save significant costs downstream in operations, fraud charge offs and customer experience, and loyalty.

By integrating with existing call recording capabilities, an organization can leverage historical calls to enroll users seamlessly with no additional interactions required. This also provides the opportunity to analyze multiple calls to create the most accurate voice print. NICE has seen large clients able to enroll hundreds of thousands of end users in just a few months' time. This seamless, historical enrollment increases usage, reduces friction, and greatly reduces the time to reach a return on investment. While some jurisdictions require some sort of consent or opt-in/opt-out, a strong partner will have these concerns in mind and can advise on how to implement a solution to maintain compliance.

Get Down to Business Faster

With NICE Real-Time Authentication, you enjoy the benefits from day one. Your customers will appreciate the improved experience, your agents can focus exclusively on delivering great service, and your call center efficiency takes a giant leap forward - all this with minimal effort on your and your customers' part.

NICE Real-Time Authentication takes contact center and authentication to a whole new level, helping you to:

  • Secure your contact center efficiency
    • Reduce average handle time by 40 seconds per call
    • Eliminate the operational challenge of customer enrollment and consent management
  • Boost your customer satisfaction
    • Seamless and quicker authentication
    • Zero customer enrollment effort
  • Implement and scale with minimal effort
    • Expedite time to value by leveraging past recordings to create voiceprints before going live
    • No complex integrations, no hidden costs

It's key features include:

  • SeamlessTM passive enrollment based on past recordings
  • Seamless authentication process - authentication is totally transparent, and occurs automatically within the first 10 seconds of a normal conversation
  • Easy integration with desktop applications
  • Real-time agent guidance
  • Four security levels during enrollment: authentication level, automatic number identification, inconsistency check, and fraud detection
  • Dynamic risk scoring, step-up authentication, and customer segmentation
  • Support of complex call scenarios such as "on behalf of", transfer and conference calls

NICE brings a set of unique assets, capabilities, and expertise to support the authentication process from A to Z:

  • Historical passive enrollment that leverages past recording for quick enrollment of customers enabling authentication from day one
  • Centralized consent, enrollment, and authentication management
  • Real-time decisioning and agent guidance
  • Dashboard and reporting for better business insights and decisioning
  • Lower TCO through use of the same platform, servers, and administration as NICE recording
  • Built-in integration with Actimize Risk Case Management
  • Out-of-the-box product, compatible with multiple telephony architectures, systems, and applications

NICE (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies. For the list of NICE trademarks, visit; Email: This email address is being protected from spambots. You need JavaScript enabled to view it..

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