PCI, HIPAA, Telemarketing Sales Rule and many other regulations today are all about protecting personal customer data such as credit card numbers, social security numbers, etc. To help keep this data secure, many call centers restrict the contact center agent's desktop from plugging in thumb drives...

Continue reading...

What drives customer satisfaction? Depending on the type of organization, the answer can vary. Some customers might say providing a high-quality product that makes their lives easier; others might say performing a valuable, time-saving service.

Regardless of an enterprise’s industry, size, or geog...

Continue reading...

TOOLS & METHODS

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 othe...

Continue reading...

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. It applies to all entities involved in payment card processing, and is specifically designed to prot...

Continue reading...

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 w...

Continue reading...

 ENGLEWOOD, Colo., May 18, 2016 /PRNewswire/ -- IntraNext, a leading provider of DTMF/touchtone capture and CTI data intelligence software, today announced an agreement with TRUSTID to provide an authentication layer to its iGuard DTMF touchtone solution, to quickly and accurately verify the cal...

Continue reading...

Click here for Full Press Release 

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 eng...

Continue reading...

DTMF capture is quickly emerging as the go-to way moving forward for protecting your customers’ personally identifiable information (PII) during payment processing. Instead of the call center agent verbally requesting the customer to read out his/her credit card number over the phone, for example, c...

Continue reading...

The world is much different than it was 20 years ago.  Google didn’t exist, Apple was just hanging on as a company and phones were found mostly in homes.  Today Google, Apple and wireless providers are some of the most successful companies in the world.  These days I find my news on the web as oppos...

Continue reading...

The other day I was walking along the sidewalk of a strip mall and I came upon a lady having a somewhat heated conversation with her phone company, I surmised. Needless to say she was quite loud, an obvious symptom of her frustration. While that caught my eye, something else did as well.  She needed...

Continue reading...