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Voice-based authentication involves many interrelated processes involving coordination between contact center agents and fraud investigators. As transactions become an accepted unit of measure, it is important to proceed with caution when pricing seems too good to be true. Beware the trappings of a false economy.

Of all the things the pandemic has brought to light, one of the most important is how important the life science and pharma sectors are in our lives.

The demand for self-service is soaring. Today’s customers increasingly prefer to resolve their own issues on the digital platforms of their choice. And rapidly evolving expectations have made delivering seamless, personalized customer experience across channels even more challenging than ever before.

Customer experience (CX) is often confused with customer service and the customer journey, but they're all distinctly different.

Of late, there has been no end to buzzy terms like New Normal and Supply Chain. But with more than 10 million jobs left open at the end of July 2021, The Great Resignation may just be the buzziest of them all.

The tools and technologies brands can use to remove friction from the customer journey.

Contact centers are valuable sources of customer information - after all, they talk to your customers all day long. Transforming all those conversations into useful information requires powerful, AI-enabled interaction analytics software. Visit our product page to see how NICE CXone Interaction Analytics can enhance your customer experience management efforts.