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.”
About NICE
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.
Forward-Looking Statements
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.