NICE is a 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. One of the company’s primary focuses is data security, which is critical to many industries, including insurance. The company recently announced that its suite of real-time authentication and fraud prevention solutions has won a UK Customer Service Excellence Awards.
Launched in 2018, in association with Modern Insurance Magazine, the UK Customer Service Excellence Awards focus on purely customer service in the insurance industry, benchmarking success, innovation and positive business change for the customer. NICE won its award in the “Fight Against Fraud” category for demonstrating an effective and innovative approach to combatting issues of fraud, positively influencing the industry fraud challenge and effectively deploying technology that successfully combats issues of fraud. NICE Real-Time Authentication, NICE Enlighten Fraud Prevention, NICE Proactive Fraudster Exposure and NICE Real-Time Fraud Prevention are all part of NICE’s suite.
“Congratulations to NICE for this award,” said Poppy Green, editor of Modern Insurance Magazine, in a statement. “With some of the UK’s leading customer service experts with extremely high expectations on the judging panel, we believe this is a very prestigious accolade. We believe NICE’s RTA and Fraud Prevention suite is an important avenue for combatting fraud in the insurance and financial services industries and we applaud their win.”
NICE Real-Time Authentication (RTA) uses voiceprints to authenticate the claimed identity of customers calling into the contact center. The caller's identity is verified in the first few seconds of a call through natural conversation with an agent, creating more satisfying and efficient customer experiences. NICE Enlighten Fraud Prevention combines NICE's Enlighten AI capabilities with NICE’s voice biometrics Proactive Fraudster Exposure (PFE) solution to proactively and continuously detect fraudulent behavior and expose fraudsters across millions of calls over time. Verified fraudsters are added to a watchlist and blocked when their calls are made to the contact center in the future.