NICE Systems has joined the FIDO (Fast IDentity Online) Alliance, an organization aimed at shaping global specifications and standards for simplified user authentication. It was also positioned as a Leader by Gartner in the Magic Quadrant for Customer Engagement Center Workforce Optimization.
The company stated that together with other FIDO members it will help make authentication both stronger and easier to use by end customers. NICE will lend its expertise in effortless, voice-based authentication which it asserts will help expand the efforts of the Alliance beyond the online channel to other areas where effortless authentication methods are in demand, such as the contact center.
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NICE’s states that its Real-Time Authentication solution enables organizations to authenticate customers in a matter of seconds, during the natural course of a conversation. The underlying technology, based on voice biometrics, uses a customer’s unique voice print to automatically confirm their identity. NICE’s Seamless Passive Enrollment process uses previous call recordings to automatically enroll customers in the program, making this another fundamental element in reducing customer effort.
Miki Migdal, President, NICE Enterprise Product Group, said, “NICE is committed to the core values of the FIDO Alliance to improve the customer experience throughout the authentication process. This includes moving away from passwords and towards customer-centric methods that reduce customers’ effort while ensuring their protection. Regardless of how consumers choose to interact with organizations along the customer journey – whether by phone, company website, online chat, or face-to-face at the branch – organizations must get closer to their customers so that they can remove service barriers and provide an exceptional experience.”
Meanwhile, NICE was recognized by Gartner for its completeness of vision and ability to execute, in it’s the “leaders” quadrant of the “2014 Magic Quadrant for Customer Engagement Center Workforce Optimization.” According to Gartner, “Leaders in the WFO market provide functionally broad and deep WFO solutions that can be deployed and supported globally. Their software is suitable for all sizes and complexities of enterprises, and has broad industry coverage. Revenue is strong, and new references are readily available.”
The NICE Workforce Optimization suite leverages integrated capabilities for Workforce Management, Performance Management, Quality Management, Interaction Analytics, Real-Time Guidance and Automation, and Voice of Customer Feedback. NICE Workforce Optimization aligns organizations around schedules, customer insights and performance metrics, and drives daily action at the frontline to transform culture and customer experience.
