The importance of secure payments in the utility sector

8 Aug 2017

Utility companies in the US experienced 40% more data breaches in 2016 than in 2015 [1]. With the ever increasing sophistication of hackers it's becoming even more critical to ensure that your customers' personal and payment card data is protected.

Are you delivering great leisure experiences, but poor customer journeys?

27 Jul 2017

Your idea of the perfect vacation this summer may be relaxing by the pool - but the travel and hospitality industry is anything but relaxed. So what's happening and how can it be fixed?

Retailers: Playing a high-risk game with customer trust?

2 May 2017

How would you feel if a trusted friend looked after your house for the weekend, only to leave the key under the doormat — and a passing thief ransacked your home? Unfortunately, there's a scenario playing out in the retail world that isn't so different.

DTMF ‘card payment by phone’ technology: customer experience and average handling time

2 Mar 2017

We are often asked whether consumers using DTMF ‘keypad payment by phone’ systems like it; whether there are any barriers to take-up; and whether it increases or reduces average (call) handling times (AHT) in contact centers.

Secure Payments Is a Breakthrough Moment for Web Chat

8 Feb 2017

The advance of Live Chat as a customer contact channel seems unstoppable — and now it's just stepped up a gear with news that agents can take secure payments during sessions for the first time.

Keys to a successful PCI DSS project

19 Jul 2016

Master PCI DSS implementation success with expert guidance on vendor selection, change management, leadership commitment, testing strategies, and team building to ensure compliance while preserving business efficiency.

The PCI DSS compliance checklist for contact centers

16 Jan 2016

Suppose your contact center handles customer transactions and sensitive card data. In that case, the Payment Card Industry Data Security Standard (PCI DSS) is most likely something you've heard of, but how prepared are you?

Ivr payments blog man and woman wearing headsets in contact center

How to make IVR payments (and your call center) PCI DSS compliant

5 Nov 2015

Discover the critical difference between IVR and mid-call DTMF payment systems to ensure both PCI DSS compliance and optimal customer experience.

Ten tips for offering your callers a positive IVR experience

18 Mar 2015

IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency.

10 simple ways to reduce average call handling time in your contact center

9 Feb 2015

In this blog post we suggest ten ways in which you can reduce the average call handling time in your contact center without negatively impacting on customer experience.

Blog