Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center.
Target Breach Highlights the Importance of PCI DSS Compliance
While the US retail industry is reeling from what has been declared by some as the ‘worst breach in history’, the payment breach at retail giant Target has put a very real perspective on the importance of PCI DSS compliance.
Spending all day, every day more or less consumed by the vagaries of the “contact center world” can sometimes lead to the development of a particular blindfold to the points of view of those on the outside of this world.
I've just read a blog on choosing a Cloud IVR system which, to me, sounds like advice from the 1980s. Back before VXML and web applications, IVRs were siloed technology, self-contained, often inflexible and always proprietary.