INTRANEXT SYSTEMS EVENT INTELLIGENCE™ RATED AVAYA AURA 7.1 COMPLIANT

IntraNext Systems announced that its Event Intelligence ™ Computer Telephony Integration (CTI) software platform has completed Avaya compliance and compatibility testing and is rated compliant with Avaya Aura® Communication Ma...

Continue reading...

2018?  What?  What happened to 2017?  If you are like me, this time every year I wonder how did the year go by so fast?  I spend time reflecting about what really happened in 2017, and I also try to frame my thinking with out with the bad, in with the good. 

Data breaches seemed to take the cake t...

Continue reading...

The call center industry is big business with lots of moving parts.  PYMNTS estimates that the industry "brought in roughly $13 billion in the U.S. alone last year, through product sales and subscription revenue.".  With billions on the line, and employee counts in the millions, there is a lot to co...

Continue reading...

"PYMNTS asked nine executives from a cross-section of the payments industry for their thoughts on how Equifax changes everything, and how it doesn’t. After all, companies must still look at what data is flowing into and out of their firms. They must still endeavor to keep consumer and cardholder dat...

Continue reading...

Driving down call center costs and driving up customer satisfaction are two perennial focuses of every contact center. “How can we cut expenses while not impacting customer service levels?”

Take a moment to really understand that previous sentence.  How can a contact center spend less while not ad...

Continue reading...

Companies across the globe, just like yours, resort to pausing and resuming their call recording systems when an agent captures a caller's credit card details. This is done primarily for PCI Compliance purposes and to simply protect the customer's sensitive data. But is this widely used pause-resu...

Continue reading...

Customer service and protecting customer information are vitally important to any business, but sometimes it can be tough to do one without impacting the other.

For WideOpenWest (WOW!), a medium-sized provider of cable, internet and phone services, its call centers and customer interaction are a...

Continue reading...

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...

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...