NICE (Nasdaq:NICE) today announced that Swisscom, Switzerland’s leading telecom company, has introduced NICE Real-Time Authentication into its contact center to provide over six million customers a faster and more secure experience.
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With NICE Real-Time Authentication, Swisscom was able to offer an easier, more secure, and more reliable way of verifying callers' identities while providing great service (Photo credit: Swisscom)
By using the NICE solution, Swisscom reduces the time it takes to confirm its customers’ identity by an average of 22 seconds. The quick and seamless authentication process takes place during the natural flow of conversation, eliminating the hassle of traditional knowledge-based questions. This enables Swisscom’s call center agents to remain fully focused on addressing the issue at hand in order to deliver better service, improve customer satisfaction, and maximize efficiency.
NICE’s voice-based authentication solution also offers greater protection for Swisscom customers as biometrics-based authentication is more secure than other caller identification methods. Moreover, the solution can quickly prompt contact center agents to take action in response to a mismatched caller voiceprint.
Pascal Jaggi, Head of Customer Care, Swisscom
“Personal data
security is an increasing concern for all customers, yet we recognized
the often frustrating experience of traditional authentication
processes. 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.”
John O’Hara, President, NICE EMEA
“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. 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.”
About Swisscom
Swisscom, Switzerland’s leading telecoms
company and one of its leading IT companies, is headquartered in
Ittigen, close to the capital city Berne. Swisscom’s international
activities are concentrated mainly in Italy, where its subsidiary
Fastweb is one of the biggest broadband providers. With around 21,200
employees, the company achieved revenues of CHF 8.64 billion at the end
of the 3rd Quarter 2016. Swisscom is one of the most sustainable
companies in Switzerland and Europe.
About NICE
NICE (Nasdaq:NICE) is the worldwide leading
provider of both cloud and on-premises enterprise software solutions
that empower organizations to make smarter decisions based on advanced
analytics of structured and unstructured data. NICE helps organizations
of all sizes deliver better customer service, ensure compliance, combat
fraud and safeguard citizens. Over 22,000 organizations in more than 150
countries, including over 80 of the Fortune 100 companies, are using
NICE solutions. www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr. O’Hara, are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company's products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company's reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.
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Contacts:
Corporate Media Contact
Erik Snider, +1 551
256 5274
erik.snider@nice.com
or
Investors
Marty
Cohen, +1 917 545 1107
ir@nice.com,
ET
or
Yisca Erez +972 9 775 3798
ir@nice.com,
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