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Voice Identification, also known as voice recognition or speaker recognition, is a biometric technology that is being adopted by call centers that must authenticate each caller before they can provide service. Voice identification uses the innate biological characteristics of a person’s voice to create a voiceprint that is unique to that person. Its biometric properties make voice identification difficult to spoof. It’s also easier for users who no longer need to remember passwords or the answers to security questions. With voice identification, there is nothing to forget or lose. The authentication is part of the person.

Banking automation is moving to near the top of the agenda for leading banks. Some of the benefits banks can reap from a strategic branch automation program include improved customer satisfaction and loyalty, more responsive and efficient operations, and tighter compliance and fraud detection.

This is an exciting time for contact centers and the customers they serve. Modern technology, such as digital channels and chatbots, has empowered consumers with more control over how they interact with businesses. At the same time, businesses benefit by being able to deliver loyalty-enhancing CX that also increases their ability to effortlessly handle volume swings.

The pandemic has rapidly accelerated the “consumerization” of health care—patients behaving more like consumers in their healthcare interactions. In a white paper on key industry insights, Deloitte says the consumer has arrived in the healthcare industry sooner than expected. It’s having major impacts throughout the industry, including on the contact centers that interact with those consumers on behalf of healthcare organizations and providers. In fact, the patient-consumer is already here. How will health care meet their changing needs?

A commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of NICE in December 2020 found that an organization that deploys the NICE Enlighten, Nexidia Analytics and Quality Central solutions can benefit from a 268% ROI and a Net Present Value of $18.58 million.

When it comes to planning technology investment, the contact center is thought of as a cost center and unfortunately often overlooked or sold short. When it comes to technology initiatives, it might go unnoticed and underfunded. This creates two issues: a contact center that stays in the past can cost your business a lot of money, and you might be missing out on turning the contact center from a cost center to a profit center. For larger companies, this could have consequences in the millions of dollars. As technology continues to improve and competitors put in new systems that make customer service a breeze, it can leave other companies behind in the dust. Also, in a time when superior customer service is an important if not the main competitive differentiator, the contact center is probably not the best place to lag behind the industry.

As an IT or business professional working on a robotic process automation (RPA) program, you may be using a tool like NICE’s Automation Finder to uncover process automation opportunities. As valuable as this functionality is, wouldn’t it be even better if you could transform these recommended processes into live automations with a click of a button? We agree, which is why we have introduced the industry’s first true Click to Automate feature in NICE RPA version 7.4.