Customer Authentication Has Never Been Easier or More Secure as NICE’s Real-Time Authentication Solution Now
Extends across All Voice Channels
The enhanced RTA solution uses NICE’s automatic enrollment to swiftly authenticate customers during
self-service Interactive Voice Response calls as well as interactions with a service representative
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.
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NICE RTA requires no customer effort, promotes higher enrollment, and delivers quicker issue resolution, over the
customer’s channel of choice (IVR, mobile or live agent). Organizations can contain more calls in self-service, maximize contact
center resources and achieve huge cost savings.
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.
NICE
Corporate Media Contact
Erik Snider, +1 551 256 5274
erik.snider@nice.com
or
Investors
Marty Cohen, +1 551 256 5354
ir@nice.com, ET
or
Yisca Erez +972 9 775 3798
ir@nice.com, CET
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