What is Voice Authentication?

Voice authentication is a form of identifying someone based on unique biometric characteristics - in this case, their voice. A voice is unique as a fingerprint and consists of a combination of characteristics such as dialect, pitch and speed. Voice authentication is harder to spoof than fingerprints and can't be hacked like passwords, making it an extremely secure method of authentication. Additionally, voice authentication is more convenient than other forms of biometric authentication (such as iris scans) because a person can authenticate remotely.

Banks and healthcare, two of the most security-minded industries, are adopting voice authentication because it's accurate and convenient for their customers to use. To enroll in voice authentication, a customer needs to call the organization so they can record a voice sample. The voice authentication software then uses the multiple characteristics of the voice to create a voiceprint for the customer.

Once the system has a voiceprint, the customer will have an enhanced experience when they call customer service. For example, the interactive voice response (IVR) system can recognize and authenticate their identity, which enables the customer to access self-service tasks like checking account balances. If the customer chooses to speak to an agent, the authentication information can be passed to the agent, which saves time and improves the customer experience because they don’t need to repeat any information.

NICE inContact CXone Real-Time Authentication (RTA) is fully-integrated voice authentication that leverages real-time capabilities and voice biometrics for streamlined authentication identity via agent or CXone IVR. RTA offers a faster and more secure method of end-customer authentication by seamlessly and automatically verifying the claimed identity of a caller.

How NICE inContact can help

NICE inContact CXone is the market leading call center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations.

CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), customer satisfaction surveys and performance management (PM).

Automation & Artificial Intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic call center software solution capable of elevating customer experiences for companies of all sizes.


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