NICE announced its next-generation Interaction Analytics solution, Nexidia Analytics, and enhanced Real-Time Authentication (RTA) offering for customers in China. These solutions offer enterprises a data-driven service culture for improved customer satisfaction, by enabling the use of analytics across every interaction channel as well as swift customer authentication during self-service Interactive Voice Response (IVR) calls and interactions with a service representative.

In a recent Asia Pacific Voice Biometrics Consumer Survey conducted by NICE, nearly half (46%) of the respondents rated their current experience of authenticating themselves in contact center engagements as somewhere between “neutral” and “terrible.” Fewer than one in 10 (9%) said it was “great.” In response to consumer demands, the enhanced NICE RTA solution now offers a unique, single platform for voice biometrics across multiple channels, using passively created voiceprints based on historical recordings, which means no effort is required from end customers in order to enroll. This promotes a higher rate of enrollment and greater customer satisfaction as issues can be resolved on the customer’s channel of choice.

With the enhanced NICE RTA solution, caller can resolve their issues within the natural flow of conversation, without having to answer pesky authentication questions. As a result, authentication takes no longer than 15 seconds during live agent calls and only 3-5 seconds in the IVR system.

NICE’s continues to demonstrate its commitment to improving customer service at every touchpoint with the introduction of its Nexidia Analytics solution, which uses deep-learning neural networks to perform sophisticated audio and text search across interaction types, such as calls, chats, e-mails and surveys. Coupled with NICE’s strategic outcome-driven analysis programs, the robust, recording-agnostic solution sets a new standard for enterprise-wide omnichannel analysis, delivering unmatched value as a principal driver of customer satisfaction and business improvement.

Sherie Ng, Managing Director, NICE APAC:
“NICE’s latest solutions are aimed at helping organizations reinvent customer service. As the first to offer a unified voice biometrics system for all voice channels, the enhanced NICE RTA solution ensures that customers can resolve their issues via self-service channels, with zero effort needed. At the same time, the Nexidia Analytics solution offers unparalleled accuracy, scalability, and performance, enabling organizations around the globe to benefit from ‘analytics with no limits’ and capitalize on powerful insights from their omnichannel interactions.

In a consumer-centric world, organizations that implement voice biometrics technology and omnichannel analytics can dramatically improve customer service, leading to increased sales and customer loyalty. From authenticating themselves to being understood across channels, these solutions enable better experiences for customers and in turn, a greater return on investment for businesses.”