Contact Center

3 Mar 2020 (2 minute read)

Contact Center of the Future Part 5 - Voice

Voice channels will have a bigger say in how customers interact with the Contact Center of the Future. So...

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Contact Center

18 Feb 2020 (4 minute read)

Contact Center of the Future Part 4 - Payments

How will customers make purchases via the Contact Center of the Future? In the fourth part of our series,...

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Contact Center

4 Feb 2020 (2 minute read)

Contact Center of the Future Part 3 - Managers

The Contact Center of the Future will be a finely-tuned machine - using real-time data to optimize...

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Contact Center

27 Jan 2020 (2 minute read)

Contact Center of the Future Part 2 - Agents

Who will work in the Contact Center of the Future? In this second part of our series, Ashley Burton, Head of...

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Contact Center

6 Jan 2020 (2 minute read)

Contact Center of the Future part 1 - Customers

What will the Contact Center of the Future look like? In a five-part series, Ashley Burton, Head of Product...

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6 Dec 2019 (3 minute read)

Point-to-point encryption (P2PE) vs. DTMF masking for call center PCI DSS compliance

Call center managers face an array of technical solutions to meet the requirements of PCI DSS and the...

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Contact Center

12 Aug 2019 (2 minute read)

Is your PCI DSS strategy killing your agility?

Contact centers must protect customer card data - but the wrong PCI DSS strategy can hold back your business....

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18 Jun 2019 (3 minute read)

DTMF masking doesn’t just enable secure keypad payment by phone, it also offers a much better customer experience

The decision to switch to DTMF masking in order to take secure keypad payments by phone is often presented as...

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PCI DSS Compliance

11 Mar 2019 (1 minute read)

De-scoping your contact center - what vendors won't tell you

How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes...

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