compliance

PCI: Don’t Throw the Baby Out With the Bathwater

PCI DSS compliance is a concern for any call center taking payments. It may even be a driver to upgrade or replace recording solutions or even the entire contact center software, an expensive and risky project, which still leaves large areas of the contact center in scope for PCI. Fortunately, there is now a watertight [...]

December 8th, 2015|Main Story, PCI, Security|

The Robots Won Again: Keep calm and carry on

The march of automation has just chalked up another success for businesses. The robots have won again. And right now, anyone working in finance, IT operations or public relations should be cheering or, at least, breathing a huge sigh of relief. The breakthrough relates to recordings of customer calls. But if call recording technology does its [...]

May 13th, 2015|Call Recording Compliance|

Contact Center Innovation…..Why Terminate, When You Can Innovate?

The economic challenges of recent years have forced many enterprises to look for cheaper and more efficient solutions. This has led to solution providers looking to diversify, adding low cost options and new revenue streams to retain customers and attract new business. Crowded Market Cloud hosting and multimedia channels are two clear examples in the contact [...]

May 13th, 2015|Innovation|

Contact Center innovation Is What You Need

The economic challenges of recent years have forced many enterprises to look for cheaper and more efficient solutions. This has also led solution providers to diversify, adding low cost options and new revenue streams to retain customers and attract new business. Cloud hosting and multimedia channels are two clear examples in the Contact Center innovation [...]

April 7th, 2015|Customer Experience, Innovation|

Contact Center Security: What the Bad Guys Know that You May Not

It will surprise no one familiar with me that I have a few pet peeves. One of the most aggravating are those ridiculous car window decals which purport to show anyone driving behind a vehicle so-adorned exactly how many people, and their relative size (a.k.a age) make up the family. Why you'd want everyone in the world to [...]

March 5th, 2015|Security|