|
Changing the conversation from“Who are you?” to “How can I help you?”
Authentication Doesn’t Have to Be a Hassle
‘Please enter your pin’, ‘What’s your first pet’s name?’and ‘What’s your mother’s maiden name?’ yourcustomers’ first experience on every call is a barrage ofquestions by your IVR or customer service representatives– the interrogation of the authentication process.Not only are customers frustrated, but the authenticationprocess is time-consuming, sometimes comprising morethan 25% of average handle time (AHT). When multipliedacross millions of calls per year, these valuable secondsadd up to millions of dollars.
Furthermore, popular authentication methods – knowledge based authentication, pins and passwords - are easily circumvented by fraudsters, who continue to target the contact center.
So, the challenge is to make authentication quick and easy, while maintaining utmost security.
Get Down to Business Faster
Leveraging NICE Recording and using a single voiceprint across channels, NICE Real-Time Authentication
allows immediate enrollment of most end-customers before go live, authenticating customers via any channel and with zero enrollment effort. Eliminating the need for active enrollment by end-customers dramatically increases voice authentication enrollment rates and directly impacts the Return on Investment.
Key Features
• Multi-channel voice authentication solution for live agent calls, IVR and mobile
• Single Voiceprint – created passively and used for all channels
• Seamless Passive Enrollment based on past recordings
• Telephony and IVR agnostic
• Integration with agent guidance, desktop applications, risk case management and more
|
