With the rise in identity theft and account takeover, which costs billions of dollars, organizations have to do everything they can to verify consumers' identity and protect them from fraud. At the same time, consumers are much more demanding nowadays. Their attention span is shorter, they expect immediate service, and they have zero tolerance for mistakes or delays. A long and tedious authentication process is no longer an option!
NICE Real-Time Authentication (RTA) provides end-to-end authentication for contact centers. Based on voice biometrics, it automatically verifies the caller’s claimed identity within the first few seconds of a call through natural conversation with an agent. Leveraging its unique Single Voiceprint capability, RTA uses the same voiceprint across channels, allowing effortless authentication on the Interactive Voice Response (IVR) or mobile application as well. Combining voice biometrics with additional authentication factors, RTA offers risk-based authentication across multiple channels. It improves the level of security, reduces operational costs, and the best thing about it – consumers don’t even notice it!
Whether a consumer calls the IVR, completes an action through a mobile app or speaks to an agent, RTA verifies his voice, phone number and device in the background, without interrupting the interaction. Focused on contact center call flows, it supports complex call scenarios such as ‘on behalf calls’, multiple beneficiaries, conference calls and others.
Organizations using RTA don’t need to worry about selecting the right authentication factor – they get all of them in one solution which automatically applies the right factor(s), at the right time.
Multi-factor authentication for higher confidence
With more personal data being exposed online, social engineering fraud is becoming easier than ever, and account takeovers are a growing risk. As a result, the demand for high security is rising and Multi-factor Authentication (MFA) has become a must have. Organizations are forced to incorporate two or more authentication factors in their contact center workflows while keeping their expenditures to minimum and their consumers happy.
RTA combines multiple factors to verify callers’ claimed identity. Taking into consideration various parameters – from call risk level, through customer ID and enrollment status, all the way to the cost of using each factor – the solution selects the optimal, most cost-effective factor per call, or a combination of several factors as needed. The result – significant reduction in overall expenditure on authentication.
RTA incorporates multiple factors, including
- Voice biometrics
- Phone number validation
- Device authentication
All factors are verified in the background to keep the authentication process behind the scenes. Authentication does not involve any effort from the consumers end. They just get their service immediately and in the most secure manner.
Fraud prevention in real-time
RTA scans pre-created watchlists against the caller's voice and call characteristics in the beginning of each call to identify suspected fraud. In case a fraudster is identified, the solution can block the caller and alert users while leveraging its built-in integration with NICE Actimize's Risk Case Manager.
Leveraging a breakthrough technology that scans historical calls, RTA automatically exposes fraudsters that otherwise cannot be identified, thus helps create and maintain these watchlists.
Impact from day one
NICE Real-Time Authentication combines multiple seamless authentication factors in an optimal way to ensure all callers can be authenticated starting from day one, thus allowing organizations to get immediate value.
When it comes to voice biometrics,
NICE's unique Single Voiceprint capability uses the same voiceprint across all channels, which both eliminates the need to actively enroll and accelerates enrollment rates, thus shortening the time to value.
Moreover, our patented Seamless™ Passive Enrollment technology leverages existing call recordings to enroll millions of consumers based on their previous calls with the contact center, without requiring them to call in again.
Focused on contact center authentication, RTA supports simple and complex call flows as well as industry specific use cases. Used by the largest contact centers worldwide, it authenticates many millions of end-customers - individuals, businesses and commercial users – every day, while protecting them from fraud.
An end-to-end solution, RTA addresses all contact center authentication concerns in one product requiring no complex integrations or deployment processes and involving no hidden costs.
All this brings greater value in no time leaving authentication concerns behind!
Contact us today to set a demo and learn more about how NICE can help you protect your customers, improve their experience, and reduce your costs.