NICE Real-Time Authentication (RTA) Overview
NICE Real-Time Authentication (RTA) is a cutting-edge solution designed to enhance security, streamline customer authentication, and prevent fraud in contact centers. Here’s a detailed look at what the product does and its key features:
What it Does
NICE RTA utilizes voice biometrics to authenticate customers in real-time, ensuring that callers are who they claim to be. This technology eliminates the need for lengthy security questions, reducing average handle times and enhancing customer experience. It integrates seamlessly with existing contact center systems, providing immediate and robust authentication across various channels.
Key Features and Functionality
Voice Biometrics Engine
- The RTA uses natural conversation to identify individuals based on more than 50 physical and behavioral traits, such as pronunciation, speed of speech, accent, and mouth shape and size. This creates a unique voiceprint for each customer, which is matched against stored voiceprints from previous interactions.
Multi-Factor Authentication
- RTA combines multiple authentication factors, including voice biometrics, phone number validation, and device authentication. These factors are verified in the background, ensuring a seamless authentication process without any effort from the customers.
Proactive Fraudster Exposure
- This feature uses AI technology to scan call recordings and identify abnormal caller behavior associated with fraudsters. It proactively exposes and blocks previously unidentified fraudsters, adding them to a watch list to prevent future fraudulent activities.
Real-Time Decisioning and Guidance
- The system automatically notifies agents if the caller has been positively identified or if further authentication measures are required. This real-time guidance helps agents make informed decisions quickly.
Context and Telephony Analytics
- RTA leverages IVR events, caller geo-location, automatic number identification (ANI) matching, and other contextual data to create dynamic security questions and enhance the authentication process.
Threshold Parameters
- Organizations can set acceptable percentage thresholds for authentication, allowing them to determine the level of confidence needed for matching customer voices against stored voiceprints.
Seamless Passive Enrollment
- This patented technology enables the enrollment of millions of customers using existing call recordings, eliminating the need for active enrollment. It also uses a Single Voiceprint capability, allowing the same voiceprint to be used across all channels, including IVR and mobile applications.
Operational Efficiency
- RTA optimizes authentication costs, allows for more calls to be handled in self-service, and reduces Average Handle Time (AHT), leading to improved operational efficiency and cost savings.
Integration and Compatibility
- The solution is designed to fit naturally into existing infrastructure and can be integrated with various customer relationship management (CRM) solutions and contact center systems, including Amazon Connect.
Benefits
- Enhanced Security: Instantaneous identity verification using voice biometrics ensures that customer operations are secure, even in cases where traditional security methods like codewords are compromised.
- Improved Customer Experience: Zero customer effort is required for authentication, leading to a more seamless and engaging service experience.
- Fraud Prevention: Real-time fraud prevention capabilities expose and block fraudsters before they can cause harm, reducing fraud losses significantly.
- Operational Efficiency: Streamlined authentication processes reduce AHT and operational costs, allowing contact centers to handle more calls efficiently.
In summary, NICE Real-Time Authentication is a powerful tool that combines advanced voice biometrics, multi-factor authentication, and proactive fraud prevention to provide robust security, enhance customer experience, and optimize operational efficiency in contact centers.