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NICE launches application to give contact center agents more real-time fraud data and control


NICE has announced the launch of a real-time compliance and authentication application, which expands on the information provided by its biometric Real-Time Authentication (RTA) to reduce risks and human errors in contact centers.

The new NICE IntelliAgent is powered by the company’s NICE Engage platform, and provides advanced automation capabilities for increased operational efficiency, along with real-time visibility and greater control over interaction recordings, according to the announcement. Agents receive updates on audio quality issues, can pause and resume recordings for PCI DSS compliance, and can use integrated mechanisms for immediate tagging. The new technology also provides real-time notifications of suspected fraudulent actors and dedicated agent guidance.

The company says Nice IntelliAgent is available for all agent desktops and integrates quickly and simply with existing contact center systems as a zero-footprint application. It is an off-the-shelf technology that can also be integrated with any customer relationship management solution.

“NICE IntelliAgent is a first-of-its-kind offering, empowering agents with the ability to invest more on what really matters – delivering engaging service experiences while also fulfilling compliance needs,” Barry Cooper, President, NICE Enterprise Product Group said. “Organizations today are aware that flawless customer service is a must have and are in need of solutions that allow front-line employees to effectively multi-task. IntelliAgent enables organizations to facilitate such capabilities and set their agents up for success.”

A Swiss financial institution integrated NICE voice biometrics in late-2018 to reduce its customer authentication and identification times by half, and a Vietnamese bank chose the company’s authentication technology for fraud prevention in March.

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