We all want to give the best service possible to our customers, while also making sure our customers and their assets are secured. This becomes even more important when there is big money involved, for instance, when providing service to premium customers, and specifically in the private banking industry. NICE’s Erica Thomson explores some of the unique challenges of premium customer care as well as how voice biometrics can be used by financial institutions to authenticate customers in a way that helps achieve their dual goal of service and security. She originally presented this information at Interactions 2016.

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HOW TO SECURE
YOUR MOST
PRECIOUS
CUSTOMERS
Erica Thomson
Sales Specialist, Real-Time Authentication

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Contact centers aim for
customer intimacy

3. But authentication does exactly the opposite
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Customer Intimacy
is more important
than ever
Show our customers that we know them
Make service easier for them while
maintaining costs
As service provides we need to:

5. Most frustrated
customers
Plus, long
authentication
and security
procedures
happen when
the customer is
most sensitive
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Authentication durationNumberofcallers

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IT DOESN’T HAVE TO
BE THAT WAY

7. Utilizing voice biometrics and
real-time capabilities to
streamline authentication and
security procedures throughout
the contact center
NICE Real-Time Authentication
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NO QUESTIONS
ASKED

8. This experience could have been completely different
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9. Unique physical traits of your vocal
tract, mouth shape and size, nasal
passages
Pronunciation, emphasis, speed of
speech, accents…
Physical and behavioral factors combine to produce unique and text-
independent voice patterns for every individual
Voice Biometrics
Behavioral Characteristics
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Physical Characteristics

10. Solution Overview
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CTI & TELEPHONY
CRM
EnrolledCustomersDB
Business Rules
Engine
Real-Time Agent Guidance
Authentication
Management
Real-Time Audio Management & Streaming
ACTIMIZE
AuthenticationIQ
FraudManagement
Consent &
Enrollment
Management
Layer
Business Layer

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The impact on the contact center
• Minimizes the use of traditional authentication procedures – no questions
and passwords
• Expedites time to service
• Zero customer effort for enrollemnt and authentication
CUSTOMER
• Biometrics is the most accurate and secure authentication method
• Enhances security for legitimate callers; eliminates access by fraudulent
callers
SECURITY
• Significantly reduces AHT
• Minimizes the need for secondary security procedures
• Quick time to value - savings from automatic authentication from day one
YOU

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This is even more important
when your premium
customers are at risk
You want to:
Provide them with quick and positive
customer experience
Make them feel important and “heard”
You need to:
Secure them

13. • Key driver: operational efficiency
• Aim for low AHT
• IVR for most call scenarios
• Cost plays a key role
• Mass workforce
Two departments – Two ways of working
Contact Center
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• Key driver: customer experience
• Aim to talk with the customer as much as
possible
• Most callers talk to agents
• Prestige plays a key role
• Small workforce
Premium

14. • Operational efficiency
• AHT
• Customer experience
• Security – fraud
Two departments – Two different needs
Contact Center
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• Customer intimacy
• Efficiency – due to secondary
authentication
• Security – reputation, not to lose
customers
Premium
ONE SOLUTION

15. Summary
is the holy grail of customer service
is a must have, but it hinders customer intimacy
gets your closer to your customers while assuring top security
addresses two different departments and needs
CUSTOMER INTIMACY
AUTHENTICATION
REAL-TIME AUTHENTICATION
ONE SOLUTION

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“The importance of delivering
simpler and smarter customer
service is constantly increasing”
Forrester

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