Swisscom, Switzerland’s leading telecom company, has introduced NICE Real-Time Authentication into its contact center to provide over six million customers a faster and more secure experience.
Swisscom’s adoption of Real-Time Authentication is expected to set the stage for innovative call center practices across verticals in Europe.
By using the NICE solution, Swisscom reduces the time it takes to confirm its customers’ identity by an average of 22 seconds, claims NICE. 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 center agents to remain fully focused on addressing the issue at hand in order to deliver better service, improve customer satisfaction, and maximize 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 center 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.
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 center efficiency, reducing handle time, improving service level adherence, and boosting NPS results.
