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...

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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...

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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...

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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...

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 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...

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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...

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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...

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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...

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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...

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Companies forever have relied on live, manual capture of sensitive customer data via the telephone by the customer verbalizing their information. While this approach still works and most companies are still using it in their everyday workflow, times are changing, and so are the ways in which we now...

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