Author name: Kit Sekelsky

Use Cases In an industry as huge as healthcare, it’s no surprise that organizations rely heavily on their contact centers. And, even more than in other industries, callers typically need resolutions as fast as humanly possible. Or should I say… as fast as virtually possible. That’s where conversational AI can come in.  The first question that will come

Automating recurring processes and tasks is one of the best options for improving the efficiency of your call centers. However, there is still hesitation around utilizing phone communications when it comes to collecting payments from clients or customers. The biggest concern is collecting payments safely while securing customers’ personal data.  Other concerns include helping customers

As artificial intelligence (AI) technology has matured in recent years, it’s possible applications have exploded. From meowing on command to cleaning your house (and more than a few things in between), AI has and will continue to make an impact on our everyday lives. In the contact center industry, that means the role of virtual

Interactive Voice Response (IVR) technology has been around in commercial space since the 1970s and has become ubiquitous to the point where most people anticipate it when calling company phone numbers. While the sound of an IVR was once a precursor to frustration, fortunately IVR technology has come a long way over the decades, especially

When seeking new IVR vendors for your contact center, there are, of course, many priorities to juggle. What option has the best price? Is the solution scalable? Is the platform kept up to date with advancing technologies? Whatever your top priorities may be, compliance needs to be on your mind when shopping for an IVR

Whether your contact center handles sensitive information such as payment credentials, SSN’s, and medical history or merely names and phone numbers, data security should be a priority, especially when bringing in new technology vendors or expanding your operations. Depending on your industry and what type of information you handle, different rules and regulations may apply.

Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact center agents, particularly as PCI-DSS standards become stricter and as agents increasingly work at home.  With this growing pressure to improve the security of payments involving contact

In 2020, the voice channel still accounts for a great deal of credit card transactions, whether for bill pay, purchases, or account renewals. Contact centers handle 1.6 billion credit card transactions annually.  With this in mind, and with the technology used by fraudsters growing ever more complex, security should be a top priority, especially considering