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Swisscom using NICE voice authentication to improve customer experience


Switzerland telecom Swisscom has begun using NICE Real-Time Authentication in its contact center to improve the overall customer experience for its over six million clients.

By using the NICE solution, Swisscom cuts down on the time needed to confirm its customers’ identity by an average of 22 seconds.

The entire authentication process occurs during the natural flow of conversation, eliminating the need for traditional knowledge-based questions.

This enables Swisscom’s call center agents to focus entirely on addressing the customer’s issue to provide better service, improve customer satisfaction, and maximize efficiency.

“Personal data security is an increasing concern for all customers, yet we recognized the often frustrating experience of traditional authentication processes,” said Pascal Jaggi, head of customer care at Swisscom. “With NICE Real-Time Authentication, we are able to create the right balance by offering an easier, more secure, and more reliable way of verifying our callers’ identities while providing great service. This is a huge differentiator for Swisscom, setting us apart as a leader and innovator in the telco market.”

NICE’s voice-based authentication solution provides improved protection for Swisscom customers as biometrics-based authentication is more secure than other caller identification methods.

In addition, the solution can quickly alert contact center agents to take action in response to a mismatched caller voiceprint.

“Together with our local Swiss partner Mobatime AG, we are proud to support a major European telco customer as it achieves its goals of increasing contact center efficiency, reducing handle time, improving service level adherence, and boosting NPS results,” said John O’Hara, president at NICE EMEA. “Swisscom’s adoption of Real-Time Authentication is setting the stage for innovative call center practices across verticals in Europe. Voice biometrics authentication provides a secure environment for contact center interactions, while also driving perfect customer experiences.”

Previously reported, Actimize, Inc., a subsidiary of NICE, launched Authentication-IQ, a solution that manages multiple authentication methods across financial institution channels with an integrated strategy in an effort to improve security, customer experience, and cost efficiency.

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