NICE (Nasdaq: NICE) Real-Time Authentication has been introduced into Swiss telecom Swisscom´s contact center to provide over six million customers a faster and more secure experience, the company said.
By using the NICE solution, Swisscom reduces the time it takes to confirm its customers´ identity by an average of 22 seconds. The quick and seamless authentication process takes place during the natural flow of conversation, eliminating the hassle of traditional knowledge-based questions. This enables Swisscom´s call center agents to remain fully focused on addressing the issue at hand in order to deliver better service, improve customer satisfaction, and maximize efficiency.
NICE´s voice-based authentication solution also offers greater protection for Swisscom customers as biometrics-based authentication is more secure than other caller identification methods. Moreover, the solution can quickly prompt contact center agents to take action in response to a mismatched caller voiceprint.
Swisscom, headquartered in Ittigen, concentrates international activities mainly in Italy, where its subsidiary Fastweb is located.
NICE provides both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.