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News : 83% of FSOs Find Customer Authentication Experience Key in Omni-Channel Authentication

#contactcenterworld, @NICELtd, @pwc

Hoboken, NJ, USA, Oct 26, 2017 – NICE Actimize, a NICE (Nasdaq:NICE) business, has released a joint survey with PwC which outlined the state of omni-channel authentication strategies at financial services organizations (FSOs), observing that only 28 percent of FSOs have fully implemented cross-channel authentication management. Though FSOs continue to invest in a wide range of authenticators, the survey found that a lack of a unified strategy to manage authentication methods across channels resulted in poor customer authentication experience and less effective fraud reduction strategies.

Titled "Omni-Channel Authentication: A Unified Approach to a Multi-Authenticator World," the joint NICE Actimize-PwC survey finds that 63 percent of respondents from FSOs are assessing current authentication strategies to identify where there may be gaps or requirements for further investments in omni-channel authentication. The survey showed that only 30 percent of the surveyed organizations have completed that assessment to date. As a result of these strategic organizational reviews, 61 percent will invest in an omni-channel authentication solution within the next 12-18 months, according to the survey.

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Customer Authentication Experience Drives Investment

Driving the omni-channel authentication investment, a strong 83 percent of fraud management teams singled out a frictionless customer authentication experience as a key central driver behind their efforts.

"This strong trend toward investment in omni-channel authentication by leading financial services organizations is not surprising," explains Vikas Agarwal, Principal, PwC. "Traditionally the customer authentication experience has been cumbersome, in large part due to a lack of unified authentication management. In an age of authentication innovation, consumers want preferences in authentication type. But with many disparate authenticators in play, users face inconsistent experiences in each channel and lengthy and excessive challenges."

Analytics for Faster Payments

"As FSOs invest in innovative and diverse authentication methods, they will also seek an orchestration strategy which uses sophisticated analytics to make real-time challenge decisions, which reduce friction for consumers, while keeping them safe from fraudsters. This of course will be especially necessary with the rise of faster payments where authentication is the first line of defense," said Joe Friscia, President, NICE Actimize. 

The 65 subject matter expert respondents represented a global view, with 38 percent serving in active roles in Europe, 20 percent in North American, 13 percent in Asia Pacific and 14 percent claiming other global roles. More than half of the respondents represented retail banking and the rest were spread evenly across corporate and private banking enterprises. About one-third of the respondents were responsible for fraud prevention, while one third were responsible for digital transformation and customer experience.

The survey respondents also represented a range of financial services organization sizes. About 25 percent of the institutions surveyed represented global Tier 1 organizations with assets greater than $500 billion, while 26 percent represented firms with assets below $10B, the remaining 49 percent were spread equally across mid-tier organizations.

#contactcenterworld, @NICELtd, @pwc

Posted by Veronica Silva Cusi, news correspondent
Source: Nice Actimize

About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
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About PWC:
Company LogoAt PricewaterhouseCoopers, we measure our success by yours. Every day our more than 163,000 people in 151 countries go to work to help our clients succeed. From Dublin to Durban, from Minneapolis to Manila, our job is channelling knowledge and value through our lines of service and 22 industry-specialised practices.
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Today's Tip of the Day - Pound-Hash-Number!

Read today's tip or listen to it on podcast.

Published: Monday, October 30, 2017

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2020 Buyers Guide Training


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)
PH: 204-975-6468

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

Survey - Online Event

Latest Americas Newsletter
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