Real-Time Authentication and Fraud Prevention for Your Virtual Contact Center

Bad guys out, good guys in. Zero customer effort.

With the rise in identity theft and account takeovers, which cost billions of dollars, organizations must do everything they can to verify consumers' identity and protect them from fraud. Nowadays, consumers are much more demanding. 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!

Seamless authentication across channels

NICE Real-Time Authentication (RTA) integrates seamlessly with the Amazon Connect cloud-based contact center, providing end-to-end authentication and fraud prevention for contact centers. Based on voice biometrics, it automatically verifies the caller's claimed identity within the first few seconds of the call, through natural conversation with an agent. Leveraging its unique Single Voiceprint capability, RTA uses the same voiceprint across channels, allowing effortless authentication in the Interactive Voice Response (IVR) or mobile application. Combining voice biometrics with additional authentication factors such as phone number, device and others, RTA offers risk-based authentication across multiple channels. It improves the level of security, reduces operational costs, and the best thing is – consumers don't even notice it!

Focused on contact center call flows, RTA supports complex call scenarios such as 'on behalf calls', multiple beneficiaries and others. Organizations using RTA don't need to worry about selecting the right authentication factor – they get all of them in one solution, automatically applying the right factor(s), at the right time.

Key benefits

  • Top security - Lets the 'good guys' in and keeps the 'bad guys' out
  • Real-time fraud prevention - exposes fraudsters and blocks them in real-time
  • Unparalleled CX - Zero customer effort
  • Operational efficiency - Optimizes authentication costs, allows containing more calls in self-service and reduces AHT

Proactively exposing UNKNOWN fraudsters

NICE RTA's Proactive Fraudster Exposure capability reduces fraud losses from day one by automating the process of exposing new, previously unidentified fraudsters and blocking them before they cause any harm. This breakthrough AI technology automatically scans hundreds of thousands of call recordings, identifying abnormal caller behavior associated with fraudsters. The identified suspected fraudsters are then sent for further investigation, added to a watch list of fraudster voiceprints and blocked when calls are made in the future. The entire process happens automatically, eliminating expensive and time-consuming manual checks.

Fraud prevention in real-time

RTA scans pre-created watchlists against the caller's voice and call characteristics at the beginning of each call to identify suspected fraud. In case a fraudster is identified, the solution can block the caller and alert the fraud team, leveraging its built-in integration with NICE Actimize's Risk Case Manager.

Multi-factor authentication for higher confidence

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 up 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 – robust authentication and fraud prevention with a significant reduction in expenditure.

RTA incorporates multiple factors, including:

  • Voice biometrics
  • Phone number validation
  • Device authentication

All factors are verified in the background to keep the authentication process seamless. Authentication does not involve any effort from the consumers. They get serviced immediately and in the most secure manner.

Impact from day one

NICE Real-Time Authentication combines multiple seamless authentication factors in an optimal way to ensure all callers can be authenticated from day one, 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 to the contact center, without requiring them to call in again.

Focused on contact center authentication and fraud prevention, RTA supports simple and complex call flows as well as industry specific use cases. Used by the largest contact centers worldwide, it authenticates millions of end-customers - individuals, businesses and commercial users – every day, while protecting them from fraud.

All this brings greater value in no time leaving authentication concerns behind!

Fit naturally into existing infrastructure

An end-to-end solution available globally, RTA addresses all contact center authentication and fraud prevention concerns in one product requiring no complex integrations or deployment processes and involving no hidden costs.

RTA fits naturally into the Amazon Connect cloud-based contact center environment, ensuring minimal TCO and professional services costs.

Reference Architecture

RTA on Amazon Connect Solution Overview – high level

RTA on Amazon Connect authentication flow