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Forget PINs and passwords, NICE brings voice authentication to the call center

Posted By Viva Sarah Press On May 5, 2014 @ 1:58 am In | 1 Comment

The new NICE Real-Time Authentication solution can validate customers as they conduct a conversation with an agent. (Shutterstock)

Forget your mother’s maiden name or the name of your first pet, Israel’s NICE Systems has raised the curtain on a new technology that will make contacting a call center easier and safer. The NICE Real-Time Authentication solution can validate customers as they conduct a conversation with an agent, using their voice as a unique identifier, all without PINs, passwords, or key phrases to remember.

“Customers today are tired of having to jump through hoops when contacting their service providers,” said Dan Miller, Senior Analyst at Opus Research. “Multi-layered, knowledge-based authentication processes have become increasingly complex, leading to many legitimate customers failing authentication on their own accounts.”

NICE Real-Time Authentication is already being used by several large financial institutions across the globe. The new solution authenticates legitimate customers and can identify known fraudsters.

NICE’s patent-pending Seamless Passive Enrollment process uses a customer’s previous call recordings to create a voice print that then automatically confirms the caller’s identity.

“Most voice-based projects have failed because they put a burden on the customer to set up their voice-enabled profiles in advance – an additional time-consuming task,” said Yochai Rozenblat, President of the NICE Enterprise Group. “With NICE’s Seamless Passive Enrollment, if a customer has called before, they can be automatically authenticated using their voice the very next time they call.”

According to analyst firm Contact Babel, most call centers currently take up to 60 seconds to verify the identity of a customer. The NICE solution automatically authenticates the caller in less than 15 seconds.

“A 45-second reduction in call handle time can mean millions of dollars in annual savings for a large call center,” said Rozenblat.

NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.


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