NICE explained that organizations will be able reduce fraud-related losses without creating service hurdles or compromising the customer's experience by adopting a multi-layered approach. This includes non-intrusive voice biometrics technology, speech and transactional analytics, and real-time capabilities.
NICE cites claims by Aite Group claims that fraud in contact centers is on the rise and, while many businesses have recognized the need to protect customer data and secure online transactions, the phone channel has become a target for fraud. Datamonitor estimates that 20% of people who are defrauded will leave the institution at which this occurred.
NICE Enterprise Group president Yochai Rozenblat said, "The contact center is a prime target for fraudsters and enterprises must be prepared to ensure that this area of their business is as well protected as online transactions. By leveraging our contact center best practices with our fraud prevention practice, we were able to create an end-to-end solution that offers proactive fraud detection, real-time guidance, and integrated fraud case management. We believe that our advanced fraud prevention technology will help businesses boost their reputations, protect their customer base, and significantly reduce fraud losses."
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