NICE Real-Time Authentication significantly reduces average handle time and improves the customer experience by utilizing voice biometrics to authenticate customers in real time. With this advanced technology, contact centers can:
NICE Real-Time Authentication improves cost and critical contact center metrics as it…
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 voice printing, combined with real-time decisioning and agent guidance, NICE Real-Time Authentication makes customer authentication quick and easy, yet still secure.
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