Contact Center Agents to Get Real-Time Fraud Data App


NICE— the world’s commanding provider of both cloud and on-premises enterprise software solutions that enable organizations to make intelligent decisions based on superior analytics of structured and unstructured data—has stated the introduction of real-time compliance and authentication application. IntelliAgent will be presenting employees with real-time compliance and authentication abilities to decrease risks and human mistakes. NICE IntelliAgent is accessible across all agent desktops and facilitates swift and straightforward integration with current contact center operations, which elaborates on the information presented by its Real-Time biometric Authentication (RTA) to decrease risks and human mistakes in contact centers.

The current NICE IntelliAgent is fueled by the company’s NICE Engage platform, and presents advanced automation capacities for increased operational effectiveness, along with real-time perceptibility and greater authority over interaction records, according to the report. Agents acquire updates on audio condition problems, can suspend and resume the records for PCI DSS compliance and can use combined mechanisms for fast tagging. The new technology also presents real-time notifications of presumed fraudulent players and dedicated agent supervision.

The organization states Nice IntelliAgent has the ability to combine quickly and directly with existing contact center operations as a zero-footprint application. It is an off-the-shelf technology that can also be consolidated with any customer relationship management resolution.

According to Barry Cooper, President, NICE Enterprise Product Group, NICE IntelliAgent is a first-of-its-kind solution, commissioning agents with the strength to invest more on what signifies – delivering pleasant service experiences while also satisfying compliance requirements. Organizations today are conscious that impeccable customer service is a requirement and demand solutions that provide front-line employees to efficiently multi-task. IntelliAgent empowers organizations to promote such abilities and set their representatives up for victory.

A Swiss financial institution incorporated NICE voice biometrics in late-2018 to decrease its customer authentication and classification times by half, and a Vietnamese bank preferred the company’s authentication technology for cheating prevention in March.