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NICE infographic - NICE Systems
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NICE infographic - NICE Systems
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in contact centers is organized fraud. 47% of institutions are still using static authentication questions. ~50%of all a
REAL-TIME
Authentication Long authentication processes affect NPS and CSAT scores
85% 77%
of customers are dissatisfied with the authentication process
customers think IVR authentication is highly impersonal & frustrating
Customers feel they are spending too much time on authentication
60-80 cents
The average authentication processes takes
30-45 seconds
spent on authentication per call
7 out of 10
$15 billion
customers think the process is too slow
spent annually on authentication in the U.S.
And legitimate customers are still failing their own authentication process
3 out of 4
customers have failed authentication at least once
The average agent has one failed authentication every hour
30% failure for IVR authentication
While fraudsters are sailing right through
74% of fraud in contact centers is organized fraud
~50%
47% of institutions are still using static authentication questions of all authentication questions can be circumvented by fraudsters
AND IT'S ONLY LIKELY TO GET WORSE
More and more calls are being authenticated
58% of all calls require an agent's authentication. Especially across key industries.
79%
78%
63%
in financial services
in insurance
in telco
There’s got to be a better way
NICE Real-Time Authentication Quicker. Easier. More secure.
40 Seconds
60-80 Cents
4-Level
AHT reduction & no interrogations
Savings on every call
Secured voice authentication
No questions asked. NICE Systems © 2016 NICE is used by more than 80 of the Fortune 100 companies. Visit www.nice.com/real-time-authentication for more information about this solution.
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