HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq:NICE) today announced that organizations can now verify their customers’ identity within seconds regardless of whether they speak with an agent or an Interactive Voice Response (IVR) system, thanks to the company’s launch of its holistic voice-based authentication solution. NICE’s award winning Real-Time Authentication (RTA) solution has been enhanced to seamlessly create and utilize one voice print for each customer to deliver quick and efficient customer service across all voice channels, with no customer effort required.
The NICE solution offers a unique, single platform for passively enrolling customers based on historical recordings. This promotes a higher rate of enrollment and greater customer satisfaction as customers’ issues can be resolved on their channel of choice, whether this be IVR or live agent. This also allows organizations to maximize the contact center’s resources and achieve a quick return on investment as they can begin authenticating customers and contain more calls in self-service channels from day one.
With the NICE RTA solution, callers’ issues are resolved within the natural flow of conversation, without having to answer pesky questions, like “What’s the name of your first grade teacher?” Authentication takes no longer than 15 seconds during live agent calls and 3-5 seconds in IVR.
Dan Miller, Lead Analyst, Opus Research:
“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. 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.”
Miki Migdal, president of the NICE Enterprise Product Group:
“NICE’s latest RTA solution offers a breakthrough in authentication technology, which is helping organizations reinvent customer service. 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.”
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Migdal, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company's reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.