NICE to discuss advancements in real-time speech analytics and real-time authentication to better protect customers while reducing the customer effort
PARAMUS, NJ, August 7, 2014 – NICE Systems today announced that it will present best practices for effectively using real-time speech analytics and real-time authentication to improve the customer experience, enhance operational efficiency, and reduce the risk of fraud at ITExpo. The event will take place August 11-14 at the Rio in Las Vegas.
NICE’s Elad Hoffman, Solution Manager for NICE Real-Time Authentication, will present at the following sessions, discussing how to use these technologies to help improve the customer experience while helping to prevent fraudulent activities in the contact center.
My Voice is My Passport Panel on Monday, August 12, 12-12:45 p.m.
The panel will examine current use cases for voice biometrics, how to save money and increase customer satisfaction by using voice as a unique identifier, challenges in implementing a voice biometrics system, and best practices to quickly and effectively implement a voiceprint system to gain fast ROI.
Authentication without Interrogation on Tuesday, August 13, 9:30-10:15 a.m.
The session led by NICE will explore how voice authentication and similar technologies are enabling easy and seamless authentication for an improved customer experience, and is actually aligning security and convenience for both customer service representatives and consumers.
Real-time Analytics for Real-time Service Panel on Wednesday, Aug 14, 10-10:45 a.m.
The panel will discuss how real-time speech analytics can be effectively integrated into the customer experience and can drive action that helps organizations boost customer satisfaction.
“As customers continue to become more knowledgeable and persistent in wanting immediate and exceptional service, seconds can make the difference between a customer who is about to leave or upgrade. Organizations are facing a difficult challenge to respond quickly and efficiently to customers while simultaneously ensuring security of valuable client data. By using voice authentication technology, and real-time analytics, companies can get closer to their customers by servicing them faster, smarter and safer to both protect them against fraud and ensure an exceptional customer experience,” said Hoffman.
About NICE Systems
NICE Systems is the worldwide leading provider of software solutions that enable organizations to take the next best action in order to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE’s solutions empower organizations to capture, analyze, and apply, in real time, insights from both structured and unstructured Big Data. This data comes from multiple sources, including phone calls, mobile apps, emails, chat, social media, video, and transactions. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies. www.nice.com.
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