Nice Systems (NICE) in Ra'anana, Israel has developed voice recognition software that significantly reduces the time a call center employee needs to authenticate customers.
The Nice Real-Time Authentication solution screens customers during their conversation with an agent using their voice as a unique identifier, avoiding the need to enter PINs or passwords. It combines voice biometrics with a customer's interaction history that serves as a second layer of authentication.
Nice's patent-pending Seamless Passive Enrollment process uses previous call recordings to create a voice print that automatically confirms the caller's identity, the company said.
Already tested by several large financial institutions across the globe, according to a press release, Nice's technology enables users to reduce fraud by identifying both customers and known fraudsters through an interface designed to use voice biometrics analysis to manage non-enrolled callers and authentication anomalies. NICE's Contact Center Fraud Prevention offers Nice Actimize's Remote Banking fraud protection across all remote banking channels, including phone, web and mobile.
In addition, it reduces operation time for high-traffic centers that handle millions of calls and provides enterprise-ready scalability for large organizations.
The Nice solution automatically authenticates the caller in less than 15 seconds, said Yochai Rozenblat, president of the Nice Enterprise Group, while most call centers currently take up to 60 seconds to verify the identity of a customer, according to analyst firm Contact Babel. And a 45-second reduction in call handle time "can mean millions of dollars in annual savings for a large call center," he adds.
The company's technology support includes real-time agent guidance about high-risk interactions.
Often, multi-layered, knowledge-based "authentication processes have become increasingly complex," and create problems for legitimate customers failing authentication, explains Dan Miller, senior analyst at Opus Research.
Unlike voice-based solutions that have failed "because they put a burden on the customer to set up their voice-enabled profiles in advance," Rozenblat said, Nice's version does not burden the customer.