Interactive voice response (IVR) has revolutionised the contact centre world by allowing consumers to quickly resolve basic enquiries on their own. It was the first self-service channel available to consumers.
Pause and Resume for PCI Call Recordings – How secure is it?
Payment card fraud is rising by an alarming rate, especially where the cardholder isn’t present for the transactions. As a result, merchants are under increasing pressure to secure their payment channels.
[Infographic] Why good call-routing design matters
For organisations with multiple sites and departments, managing detailed call flows can be quite difficult. Various consumer surveys have shown the impact that call-routing design has on their experiences.
Beat Credit Card Fraud This Christmas With PCI DSS
As we all hit the streets, the web and our phones to buy Christmas gifts, we’re possibly treating our payment card purchases with a little more concern and care than we gave them this time last year, and with good reason.
De-Scoping Your Contact Centre for PCI DSS Compliance
PCI compliance is viewed as an expensive burden with concerns including disruption to daily business, budget restrictions, the complexity of the PCI DSS audit process, the potential training of staff, and so on.
Recently, Visa Europe launched its Private BIN (Bank Identification Numbers) range for organisations that want to create internal identifiers. These have the same format as Visa Primary Account Numbers (PANs) but will never be used in the ‘real…
6 ways to get your IVR working better for your customers
With the explosion of smartphones, tablets and social media, it’s becoming ever more challenging to provide the kind of service your customers want. While many companies are now offering support through more channels, it’s a fact that customers still…
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 within large…