NICE has updated its Real-Time Authentication (RTA) solution so companies can now verify their customers' identities within seconds regardless of whether they speak with an agent or an interactive voice response (IVR) system. The RTA solution has been enhanced to create and use one voice print for each customer across all voice channels, with no customer effort required.
The NICE solution offers a single platform for passively enrolling customers based on historical recordings.
With the NICE RTA solution, authentication takes no longer than 15 seconds during live agent calls and three to five seconds in IVR.
"Organizations are realizing the tremendous added value of voice biometrics solutions for authentication and fraud loss reduction. Yet, the main barrier to adoption is the limited enrollment rates in the IVR channel due to the complexity of the enrollment process," said Dan Miller, lead analyst at Opus Research, in a statement. "With its new offering, NICE addresses this issue, and we expect it to be a key driver for accelerated global growth and wider implementation of large-scale voice authentication systems. As a leader in this market, NICE is well-positioned to steer this important shift."
"NICE's latest RTA solution offers a breakthrough in authentication technology, which is helping organizations reinvent customer service," said Miki Migdal, president of the NICE Enterprise Product Group, in a statement. "NICE is the first to offer a unified voice biometrics system for all voice channels, including passive enrollment for IVR interactions, which ensures that customers can resolve their issues via self-service channels with zero effort needed. At the same time, the solution continues to address the operational needs of contact centers to reduce call volume and handle times, while delivering a quick return on investment."