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Contacts must enroll to use voice biometrics for authentication on future calls. This establishes their baseline voiceprint. It also records the date the contact gave your organization permission to use their voice for authentication. The enrollment process only requires 20-40 seconds of natural conversation. The amount of time is configurable in the
The 
Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or a virtual agent, you don't need this application.
Components of an Integration
Using Voice Biometrics in CXone Mpower involves the following components:
- CXone Mpower: CXone Mpower must be configured to use the voice channels Various voice and digital communication mediums that facilitate customer interactions in a contact center. you want to use with the integration.
- Voice Biometrics Hub Profile: You must have a profile for Voice Biometrics set up in Voice Biometrics Hub. This establishes the connection between CXone Mpower and the voice biometric provider. To set this profile up, you must have voice biometrics set up and configured in the Voice Biometrics management console.
- Agent Assist Hub: Agent Assist Hub holds the configuration information for connecting your Voice Biometrics Hub profile with the agent application.
- Agent application: This is the client that your agents use to handle contacts. Voice Biometrics is only supported in CXone Mpower Agent.
- Studio scripts: You need at least one script that includes the Agent Assist action. The action is the connection between CXone Mpower and the agent application.
Custom Scripting Guidelines
Integrating an agent assist Software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration setup, you should know:
- Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
- What additional script configuration is required to set up the voice biometric authentication flow between CXone Mpower and the voice biometric provider.
- Where the Agent Assist Studio action Performs a process within a Studio script, such as collecting customer data or playing music. must be placed in your script flow.
- The configuration requirements specific to the application you're using. The app in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
- What parameters the script needs to send to the agent assist provider, if any.
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How to complete the script after adding the Agent Assist action. You may need to:
- Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
- Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
- Complete any additional scripting and test the script.
If you need assistance with scripting in Studio, see the Technical Reference Guide section in the Studio online help, or visit the NiCE Community 
site for CXone Mpower. For additional assistance with your script, you may want to contact NiCE CXone Mpower Expert Services.