NICE Real-Time Authentication
Automatic authentication can reduce average handle time by up to 45 seconds
Authenticating the identity of customers is a necessary but unwelcome part of every customer call. It can also be extremely time-consuming, comprising more than 25% of average handle time (AHT).
NICE Real-Time Authentication uses the latest voice biometrics technologies and seamless voice printing, in conjunction with real-time decisioning and agent guidance, to make customer authentication a quick, easy and secure process.
It guides agents through knowledge-based authentication with dynamic security questions based on IVR events, caller geo-location, ANI matching and other contextual data. Agents are automatically notified when callers have been positively identified or whether further authentication measures are required
As well as reducing average handle time, this improves fraud protection throughout the contact centre and generates more time for delivering great customer service.