Real-Time Authentication

Real-Time Authentication

Quick and painless customer authentication

Authenticating customer identity is an important security measure, part of every customer call. Yet the process can cost your organization valuable time and compromise your customer experience.

 

Although it may only take a few seconds per call, customer authentication can comprise more than 25% of average handle time. When multiplied across millions of calls a year, this process constitutes significant operational cost for the contact center, and might also harm customer experience.

 

Is it possible to verify customer identity in a less time-consuming, tedious way? Using cutting-edge voice biometrics and seamless customer voiceprinting, combined with real-time decisioning and agent guidance, NICE Real-Time Authentication makes customer authentication quick and easy, yet still secure.

 

NICE Real-Time Authentication revolutionizes customer authentication with a multi-factored approach that employs these cutting-edge capabilities:

 

  • Voice Biometrics uses more than 50 physical and behavioral factors, including pronunciation, emphasis, speech rate, accent, and unique physical traits of the vocal tract, etc., to verify callers’ claimed identity against the voiceprint stored on file for accurate and reliable speaker identification and verification.
  • Seamless Enrollment is patent-pending technology that leverages NICE Interaction Recording to effortlessly create voiceprints for a large proportion of customers—those who call into your contact center annually—all with no customer effort or impact.
  • Context, Telephonyand Transaction Analytics automatically analyze IVR events, caller geo-location, automatic number identification(ANI) matching and other data from agent desktopsto fuel the authentication process.
  • Automatic Decisioning draws on insights from analytics to verify identity and generate dynamic security questions as the call unfolds.
  • Real-Time Agent Guidance cues agents through the customer authentication process, automatically notifying agents whether callers have been positively identified or guiding them with dynamic security questions.