Katie Sekelsky

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 …

How to Optimize Engagement with Virtual Agents Read More »

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 …

What Is IVR Automation? Read More »

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 …

4 IVR Compliance Issues to Consider When Shopping Around Read More »

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. …

Data Security Laws and How They Affect Your Call Center Read More »

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 …

Plum’s Virtual Payment Agent That Conferences Into Calls to Descope Contact Centers from PCI-DSS Read More »

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 …

How To Simplify PCI Compliance With Descoping Read More »

If you’re wondering how best to automate your contact center’s customer service options, you’re certainly not alone. Contact centers are still going strong in 2020, but self-service processes powered by artificial intelligence are increasingly seen as a must for any successful customer service operation. Here’s why:  71% of customers across all age demographics still prefer the voice channel for customer service inquiries, …

The Automation Powerhouse of the Contact Center Read More »