NICE Real-Time Authentication
NICE Real-Time Authentication uses voice biometrics to authenticate and confirm that customers are who they purport to be when calling into the contact or customer service centre.
NICE Real-Time Authentication uses voice biometrics to authenticate and confirm that customers are who they purport to be when calling into the contact or customer service centre. Rather than facing a barrage of security questions which lengthens call times and frustrates customers, NICE Real-Time Authentication uses voice print matching to enrol and match customers to their own stored voiceprint.
Using more than 50 physical and behavioural traits such as pronunciation, speed of speech, accent, mouth shape and size, a unique identification can then be made of every customer and run against a voiceprint captured and stored from previous call recordings the customer has made.
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POTENTIAL TO SIGNIFICANTLY REDUCE AVERAGE HANDLE TIME on each call by negating security questions
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REDUCES OPERATIONAL COSTS BY by streamlining the authentication process
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REDUCES CUSTOMER TIME and effort and may positively impact call satisfaction
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ELIMINATES ACCESS BY FRAUDULENT CALLERS, whilst enhancing security for legitimate callers
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SEAMLESS ENROLMENT leveraging previous call recordings to create customer voice prints with no customer effort or operational impact
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