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Blog & News

You’re going to do “WHAT” to my call center metrics?

Posted on: 8/24/2016

Contact center metrics have really changed over the past 15 years. We now have tools such as screen pops (CTI), workforce management (WFM), speech analytics, desktop analytics, eLearning, Quality Monitoring (QM), Net Promoter Scoring (NPS), Voice of the Customer (VOC) and many others to measure our contact center agents

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PCI-DSS 3.2: What call centers need to know

Posted on: 8/17/2016

Developed to encourage and enhance cardholder data security, the Payment Card Industry Data Security Standards (PCI-DSS), facilitates the broad adoption of consistent data security measures globally.

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DID PCI Compliance start in WWII?

Posted on: 7/20/2016

“Loose lips, sink ships…” was a popular US Idiom meaning “Beware of unguarded talk.” or “Do not speak publicly about sensitive information”. It was coined during War War II by the War Advertising Council and was illustrated on posters from the United States Office of War Information.

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Revolutionary New Approach to PCI Compliance in the Call Center

Posted on: 6/21/2016

PCI Compliance isn't new and neither are the challenges that can go along with it, especially for call centers that accept payment. When Quality Monitoring systems are in place, calls with credit-card data need to be paused and not recorded or efforts have to be made to mask or mute the card data while it’s verbally captured from the customer.

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IntraNext iGuard PCI Solution Now Rated "Avaya Compliant"

Posted on: 6/2/2016

             

ENGLEWOOD, Colo., June 2, 2016 /PRNewswire/ -- IntraNext Systems, an innovation company providing contact center software designed to increase efficiencies and security, today announced that its iGuard 10.3 DTMF capture solution is compliant with key customer engagement solutions from Avaya, a global provider of business communications software, systems and services.

iGuard helps businesses protect their customers' personally identifiable information (PII) during calls with contact center agents. With iGuard, customers can use the telephone touchpad to enter their PII, such as a credit card or social security number, which iGuard then shields in the contact center infrastructure. The solution prevents agents from seeing, hearing or accessing the data, helping protect both the customer and the agent. The solution is now compliance-tested by Avaya for compatibility with Avaya Aura® Communication Manager 7.0 and Avaya Aura Application Enablement Services 7.0.

News Release

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