Enhancing Identity Security with Caller Verify + NICE CXone

At Caller Verify, we believe that identity security should not compromise customer experience. We are thrilled to announce our latest integration: Caller Verify + NICE CXone. This powerful combination provides frictionless and secure caller authentication directly within your IVR flow.

A Smarter Way to Verify Identity

In the world of contact centers, trust starts at “Hello.” Traditional authentication methods, such as knowledge-based security questions, callbacks, and agent-led verification, are outdated. They are error-prone and slow. Moreover, these methods leave your organization vulnerable to social engineering attacks from sophisticated threat actors like the Scattered Spider hacker group, who specifically target help desks and contact centers.

According to TransUnion’s 2024 report, high-risk calls to U.S. call centers rose 55% year-over-year. Vishing attacks, including help desk social engineering, increased by 442% in 2024, as noted in a recent CrowdStrike report. This data underscores that contact centers have become a primary gateway for fraud.

The integration of Caller Verify with CXone, NICE’s cloud-native contact center platform, is critical. It introduces modern multi-factor authentication (MFA) to the IVR before a call reaches a live agent.

Modular by Design, Seamless in Execution

What sets this integration apart? Modularity. We designed our CXone connector to plug in cleanly to your existing IVR flows. It adapts and enhances your unique business logic without requiring wholesale redesigns. Whether you need to verify only high-risk scenarios or every inbound support call, the configuration is flexible and customizable.

This modular approach offers several advantages:

• Minimal disruption to current operations

• Faster implementation timelines

• No vendor lock-in or heavy customization debt

  
  

Caller Verify provides secure, user-friendly authentication using your existing MFA infrastructure with no new tokens or apps required. This means lower friction for customers and less overhead for IT. 👉 See it in action

Benefits of IVR-Based Caller Authentication

When Caller Verify integrates into CXone, authentication occurs before an agent picks up the call. This leads to several benefits:

• Reduces average handle time (AHT)

• Cuts fraud risks at the source

• Eliminates the need for agents to ask security questions

• Frees agents to focus on solving problems rather than verifying identities

  
  

Built for Today’s Threats, Ready for Tomorrow

As modern attacks become more sophisticated, identity remains your first and most critical line of defense. The Caller Verify + CXone integration empowers you to confront today’s threats head-on, without sacrificing experience or efficiency.

Conclusion

In conclusion, integrating Caller Verify with NICE CXone transforms how contact centers handle identity verification. It streamlines processes, enhances security, and improves customer satisfaction.

Talk to our team about how easy it is to integrate Caller Verify into your CXone environment.

By adopting this innovative solution, you can ensure that your organization is well-equipped to handle the evolving landscape of identity security challenges.