Agent assisted versus self-service IVR payments – what’s the difference?

22 Jun 2023

We quite often speak to people who say that they would like an IVR payment solution when actually what they describe is agent assist, or vice versa, so in this blog we’re going to explain the differences between these two options and answer some of the questions that we’re most commonly asked.

Ten of the best ways to efficiently manage inbound calls in your call center

16 Jun 2023

Call center-based businesses often find themselves investing huge sums of money in technology, especially when it comes to efficient call management, distribution and routing. Either that or they try to cope without the functionality that they require due to the costs involved in deployment. This should no longer be the case.

How using tokenization can improve the customer experience offered by your contact center

16 Jun 2023

A customer’s experience (CX) when dealing with your contact center can be the deciding factor in whether they continue to do business with you, or decide to switch to a competitor. Indeed, 73% of consumers say a good experience is key in influencing brand loyalties.

Secure Call Recording Revolution: Unveiling Hidden Insights

12 Jun 2023

Discover the power of Secure Call Recording: enhance security, gain actionable insights and optimize your contact center operations.

Beware of the PCI DSS v4.0 Rabbit Hole

5 Jun 2023

The incoming PCI DSS 4.0 security standard could find many merchants tumbling down a compliance rabbit hole. But there’s still time for brands to adjust their security strategy and stay on their feet.

Imagine the future of hybrid working for contact centers

11 Apr 2023

Hybrid working is here to stay for contact centers — but how can you best keep customer data safe when so much of your engagement is now happening behind closed doors? It’s an issue that needs urgent attention.

Pause resume a woman in a headset talks on the phone

Why so-called ‘pause and resume’ systems are not PCI DSS compliant

5 Apr 2023

We know from talking to potential clients that a large number of organizations are still using so called ‘pause and resume’ systems in their contact centers, often in the mistaken belief that these systems will enable them to achieve PCI compliance. Unfortunately that’s not the case.

How to make call recordings compliant man looking at phone

How to make your call recordings PCI DSS compliant

3 Mar 2023

In this blog we focus on the specific issue of taking card payments over the phone and the compliance challenges arising when you need to do this during a call that’s being recorded.

Why PCI DSS v4.0 Demands a New Mindset from Merchants

10 Feb 2023

What does PCI DSS v4.0 have to do with a gym membership? As the new payment security standard’s deadline speeds towards us, US merchants are getting themselves in shape. But some fitness plans are far easier than others.

Support your revenue cycle by embracing secure payment technologies

10 Feb 2023

The healthcare industry is racing to modernize technology in order to create efficiencies in interoperability and increase access.

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