Swisscom Employs NICE Real-Time Authentication to Provide Customers an Improved and More Secure Experience
Switzerland’s leading telecom leverages NICE’s voice-based authentication solution to more securely and efficiently address customers’ service requests without the hassles of traditional authentication questions
NICE have announced that Swisscom, Switzerland’s leading telecom company, has introduced NICE Real-Time Authentication into its contact centre to provide over six million customers a faster and more secure experience.
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 centre agents to remain fully focused on addressing the issue at hand in order to deliver better service, improve customer satisfaction, and maximise 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 centre 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 centre 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 centre practices across verticals in Europe. Voice biometrics authentication provides a secure environment for contact centre interactions, while also driving perfect customer experiences.”
Additional Information
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.
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.
For additional information on NICE visit their Website
