NICE Win Big Webinar - Fraud & Authentication

1.

Your voice print is
- A.
  
  A unique identifier that cannot be altered
- B.
  
  Comprised of 50 different characteristics, both behavioral and physical characteristics
- C.
  
  A unique identifier that cannot be altered & comprised of 50 behavioral characteristics only
- D.
  
  A & B
Correct Answer
D. A & B

Explanation
The correct answer is A & B. The explanation is that a voice print is a unique identifier that cannot be altered and is comprised of 50 different characteristics, both behavioral and physical characteristics. This means that a voice print is a distinctive and unchangeable identifier that is created by analyzing various aspects of a person's voice, including both their behavioral patterns and physical traits.

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2.

Why has the contact center become a target for fraud?
- A.
  
  Organizations have strengthened security across other channels
- B.
  
  Organizations have not strengthened security across all channels
- C.
  
  Fraudsters are able to manipulate agents for social engineering & Fraudsters are becoming more adept at bypassing the current fraud prevention mechanisms in the contact center
- D.
  
  A & C
Correct Answer
D. A & C

Explanation
The contact center has become a target for fraud because fraudsters are becoming more adept at bypassing the current fraud prevention mechanisms in the contact center. Additionally, fraudsters are able to manipulate agents for social engineering. This is supported by the fact that organizations have strengthened security across other channels but have not strengthened security across all channels, making the contact center vulnerable to fraud. Therefore, the correct answer is A & C.

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3.

The fraud paradox has traditionally meant that
- A.
  
  Protecting against fraud increases cost and customer churn while doing nothing reduces cost and customer churn
- B.
  
  Protecting against fraud decreases cost and customer churn while doing nothing reduces cost and customer churn
- C.
  
  Protecting against fraud increases cost and customer churn while doing nothing also increases cost and customer churn
- D.
  
  Protecting against fraud decreases cost and customer churn while doing nothing increases cost and customer churn
Correct Answer
C. Protecting against fraud increases cost and customer churn while doing nothing also increases cost and customer churn

Explanation
The fraud paradox refers to the dilemma that organizations face when trying to protect against fraud. The correct answer states that protecting against fraud increases both the cost and customer churn, meaning that implementing fraud prevention measures can be expensive and may result in losing customers. On the other hand, doing nothing also increases cost and customer churn, as fraud incidents can lead to financial losses and damage the organization's reputation. Therefore, both taking action and doing nothing have negative consequences, highlighting the paradoxical nature of the situation.

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4.

NICE’s multi-layered Contact Center Fraud Prevention solution includes
- A.
  
  Voice Biometrics to screen callers against a suspicious watch list & Context and telephony analytics data to assess the risk of the call
- B.
  
  Voice Biometrics to screen callers against a suspicious watch list & Interaction and Desktop Tag (Desktop Analytics) to identify fraud patterns and social engineering
- C.
  
  Interaction and Desktop Tag (Desktop Analytics) to identify fraud patterns and social engineering & Context and telephony analytics data to assess the risk of the call
- D.
  
  Voice Biometrics to screen callers against a suspicious watch list & Interaction and Desktop Tag (Desktop Analytics) to identify fraud patterns and social engineering & Context and telephony analytics data to assess the risk of the call
Correct Answer
D. Voice Biometrics to screen callers against a suspicious watch list & Interaction and Desktop Tag (Desktop Analytics) to identify fraud patterns and social engineering & Context and telephony analytics data to assess the risk of the call

Explanation
The correct answer includes multiple components of NICE's multi-layered Contact Center Fraud Prevention solution. Voice Biometrics is used to screen callers against a suspicious watch list, which helps in identifying potential fraudsters. Interaction and Desktop Tag (Desktop Analytics) are used to identify fraud patterns and social engineering tactics, providing additional insights into fraudulent activities. Context and telephony analytics data are used to assess the risk of the call, considering various factors such as call duration, location, and behavior patterns. By combining these three elements, NICE's solution offers a comprehensive approach to preventing fraud in contact centers.

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5.

The CC Fraud Prevention solution
- A.
  
  Includes a lite version of Actimize Risk Case Manager
- B.
  
  Includes the full version of Actimize Risk Case Manager
- C.
  
  Does not include any Risk Case Manager
- D.
  
  Includes the full Actimize suite of solutions
Correct Answer
A. Includes a lite version of Actimize Risk Case Manager

Explanation
The correct answer is "Includes a lite version of Actimize Risk Case Manager." This means that the CC Fraud Prevention solution includes a limited version of Actimize Risk Case Manager, which suggests that it may not have all the features and capabilities of the full version.

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6.

Which of the following is NOT a benefit of NICE’s Real-Time Authentication?
- A.
  
  Reduces average handle time
- B.
  
  Protects enrolled customers from fraud
- C.
  
  Prioritized high risk interactions for investigation
- D.
  
  Improves the customer experience
Correct Answer
C. Prioritized high risk interactions for investigation

Explanation
NICE's Real-Time Authentication does not prioritize high-risk interactions for investigation. This means that it does not focus on identifying and investigating interactions that are deemed to be of high risk in terms of potential fraud or security threats. Instead, the system primarily focuses on reducing average handle time, protecting enrolled customers from fraud, and improving the overall customer experience.

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7.

NICE CC Fraud Prevention Key Differentiators are:
- A.
  
  NICE is a leader in Fraud and Contact Center Solutions
- B.
  
  Multi-Layered end-to-end Fraud Management Solution
- C.
  
  Fully integrated with NICE Suite of Applications
- D.
  
  All of the above
Correct Answer
D. All of the above

Explanation
The correct answer is "All of the above". This means that all of the statements mentioned in the question are true. NICE is indeed a leader in Fraud and Contact Center Solutions, they offer a Multi-Layered end-to-end Fraud Management Solution, and their solution is fully integrated with the NICE Suite of Applications. Therefore, all of these factors contribute to NICE's CC Fraud Prevention Key Differentiators.

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8.

How long does Real-Time Authentication typically take to authenticate a call?
- A.
  
  0-5 seconds
- B.
  
  0-5 seconds
- C.
  
  10-15 seconds
- D.
  
  15-20 seconds
Correct Answer
C. 10-15 seconds

Explanation
Real-Time Authentication typically takes 10-15 seconds to authenticate a call. This means that the process of verifying the caller's identity and ensuring the call's security and authenticity usually takes between 10 to 15 seconds.

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9.

The standard time to authenticate a call
- A.
  
  5-10 seconds
- B.
  
  10-20 seconds
- C.
  
  20-60 seconds
- D.
  
  60-100 seconds
Correct Answer
C. 20-60 seconds

Explanation
The standard time to authenticate a call is typically between 20 to 60 seconds. This duration allows for the necessary verification processes to take place, such as confirming the caller's identity and ensuring the security of the communication. It provides enough time for the authentication protocols to be followed and any necessary checks to be performed, ensuring the integrity and safety of the call.

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10.

Your real-time authentication is only as good as your
- A.
  
  Agent training
- B.
  
  Enrollment
- C.
  
  Quality management
- D.
  
  Risk management
Correct Answer
B. Enrollment

Explanation
Enrollment is the correct answer because it refers to the process of gathering and verifying the identity and credentials of individuals before granting them access to a system or service. In the context of real-time authentication, enrollment plays a crucial role in ensuring that only authorized individuals are granted access. It involves collecting and verifying information such as usernames, passwords, biometric data, or other identifying factors. By properly enrolling users, organizations can establish a strong foundation for their authentication processes and enhance overall security.

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Nice Win Big Webinar - Fraud & Authentication

Your voice print is

Why has the contact center become a target for fraud?

The fraud paradox has traditionally meant that

NICE’s multi-layered Contact Center Fraud Prevention solution includes

The CC Fraud Prevention solution

Which of the following is NOT a benefit of NICE’s Real-Time Authentication?

NICE CC Fraud Prevention Key Differentiators are:

How long does Real-Time Authentication typically take to authenticate a call?

The standard time to authenticate a call

Your real-time authentication is only as good as your