Advances in computer processing power and deep learning have meant that systems that can transcribe voice in a speaker independent, and parse text in to extract intent and content are now practical. This technology can be used to revolutionize the much maligned IVR and create intelligent virtual agents that allow enterprises to build better conversations with customers.Read More
Many contact centres and branch front of house environments need to handle card payments from callers. Most worry about compliance risks and are seeking ways to become compliant. That worry is now something that their telecommunication service provider can assist with.
Becoming PCI-DSS compliant in the contact centre or branch front of house environment requires a complex set of controls that must be maintained through vigilance and ongoing staff training.
The alternative is to descope the contact centre and branch environments from the controls by avoiding the agents and representatives ever being aware of secure card holder data. This is where the telecommunications service provider can help.Read More