Biometric authentication and intelligent fraud prevention solutions for contact centers
Improve customer experiences, empower agents, and prevent fraud.
Customers expect fast, easy, personal experiences when they call your IVR and contact center.
But verifying them with passwords or personal information is slow, impersonal, and easy to exploit. Device‑centric authentication unreliable, inflexible, and can be spoofed. Both approaches create bad customer experiences, reduce agent productivity, and enable fraud. Get the infographic to explore more.
Streamline, protect, and personalize every call
Nuance layers advanced voice biometrics with other factors to verify the actual person on the other end of the phone. Our AI risk engine authenticates legitimate customers in seconds and detects fraudsters before they reach the IVR or an agent—reducing friction for legitimate customers, freeing agents to focus on delivering great service, and empowering fraud teams to prevent more fraud.
Head of Contact Centre and Customer Service
Outdated authentication creates friction and frustration, adds cost, and leads to fraud.
of consumers can’t remember their security question answers
of ID theft victims reported their phone number was stolen and/or cloned
of agent handle time is spent on identity verification
of contact centers suffered increased fraud losses in 2020
Improve customer experiences, reduce costs, increase agent productivity, and prevent fraud.
authentication success rate
detection of fraud
average handle time (AHT) reduction
of agents deliver better service
biometric prints enrolled
transactions secured yearly
annual fraud savings
Nuance Gatekeeper(pdf. Open a new window)
Discover integrated biometric authentication and intelligent fraud prevention for every channel.
Contact Center AI(pdf. Open a new window)
Improve customer experience, increase revenue and enhance efficiency with AI.
Nuance AI solutions for agents (pdf. Open a new window)
Discover how Nuance can help you empower your agents to deliver outstanding customer experiences that increase satisfaction and revenue.
Humana creates effortless customer experiences
Learn how this major health insurer increased its NPS in the phone channel by 80% by deploying a conversational, cloud‑based IVR that recognizes and predicts more than 1,000 customer intents.
Bringing intelligence—and investment protection—to the CCaaS revolution (Open a new window)
Learn how Nuance is helping contact center leaders deliver consistent omnichannel brand experiences with future‑proofed solutions that unlock the full value of the cloud.
Opus Research 2022 Intelligent Authentication and Fraud Prevention Intelliview
Learn why Nuance was named the market leader in biometrics technology by Opus Research in its annual assessment of the market landscape.