April 18, 2014

So what exactly is Voice Biometrics, and how can it help your business?

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More than one customer has asked us this recently, so we thought we’d take this opportunity to clarify the capabilities of Voice Biometrics technology for the Contact Center. Voice Biometrics can confirm the identity of a person by comparing their voice to a stored model or “voiceprint” – similar to a fingerprint, and even more (Read the full article)

Banks Hit by Spiralling Cost of Compliance

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In recent years we have seen banks hit by weighty regulation, fines and spiralling costs of compliance, when added together have taken their toll on profits and on brand value. Tighter regulation from the US to the EU have led to Banks facing the choice of either significantly ramping up compliance efforts, including new reporting (Read the full article)

Investment Banking Conflicts of Interest Review by the FCA

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The U.K. finance regulator the FCA will probe in how investment banks manage conflicts of interest between their obligations to clients and their own trading positions.   The Financial Conduct Authority is also investigating how companies prevent confidential information they obtain in one part of the business being used by another, the regulator said in (Read the full article)

Aspect 9.3 End of Life

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The recent ACD announcement making Aspect 9.3 end of life has spread some uncertainty and frustration amongst users. This is forcing Aspect® customers to look at upgrading to newer contact center solutions which in many cases is unwanted or unbudgeted. Especially when the technology is currently providing perfectly good use. Cost, Risk & Time A further consideration is that (Read the full article)

Reduce Agent Churn To Save Money And Customers

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What would it save your company if you could reduce agent churn by 10%, 30% or 50%?. We recently spoke with a contact center manager whose agents take up to 18 months to complete all the training required in his multi-skilled environment. The average agent retention period in this contact centre is around 13 months. You (Read the full article)

PeriPro and MPS Developer Lift and Load Solutions

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You’re fully aware that your PeriPro and MPS Developer applications are built on outdated technology. But your in-house developer has had the system humming along smoothly, making the occasional vocabulary update, minor bug fixes, even a new feature or two. You know an upgrade to a next-gen platform is inevitable, but timing and planning the (Read the full article)

Customer Service Lines are Changing For The Better

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From the 13th of June 2014 it will be illegal to provide an 0845 number for a customer service line in the UK. Businesses as a legal requirement will have to provide a standard rate number as part of their customer service lines (for example an 01, 02 number) this is a result of 63,000 (Read the full article)

Genesys 7 to 8 Upgrade Dilemma

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With the arrival of Genesys 8, it may be the time to decide whether to invest in the Genesys 7 to 8 upgrade. For many organizations this decision is not straightforward. Understanding which features of the new version actually apply to your business can be tricky. Maintenance Still Eats Up Budgets Latest research from IDC shows (Read the full article)

Record Fines For Compliance Failure

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Financial Services Compliance – Record fines in excess of £472m were issued by regulators in 2013 a 52% increase on 2012. Whether your business is regulated in the US or in Europe the scale and number of fines from financial regulators are increasing dramatically. For financial institutions call recording compliance must now be regarded as a (Read the full article)

IVR Reporting…AAAARRRRGGHHHH!

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My IVR is up, and customers are responding to prompts—with voice and DTMF. My agents are taking calls. And I haven’t the foggiest idea what they’re doing in that “black box”   Everyone Wants Something Different So let’s start by being fair. IVR reporting is a giant black hole. Marketing wants one thing. Ops wants another. (Read the full article)