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Chatbots and Virtual AI

Chatbots and Virtual Assistants: How to Choose the Right Conversational Platform

Today, conversational platforms are used by developers to build conversational user interfaces, chatbots and virtual assistants for integration into messaging platforms, social media, SMS, website chat.  When choosing a conversational platform it’s important to ask what kind of experience do you want a conversational platform to create for your customers? And what is a better fit, a …

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Data Security Laws

Data Security Laws and How They Affect Your Call Center

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. …

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IVR for Healthcare

Balance Patient Convenience and Payment Security

The Health Insurance Portability and Accountability Act (HIPAA) mandates that healthcare organizations take the protection of personal medical information seriously, but equally important is the protection of patients’ financial data. However, many medical practices are adverse to accepting patient bill payments through the contact center due to stringent compliance and information security specifications set forth …

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Virtual Payment Assistant

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

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 …

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Modernized IVR Software for Insurance Companies

5 Easy Ways Modernized IVR Software Is Used for Insurance Companies

From obtaining quotes, filing claims, or paying bills, insurance customers have no shortage of critical tasks that require contacting their providers.  Insurance companies can modernize their IVR software by automating processes that surprisingly are not typical self-service options that one would expect. Here are 5 ways insurance companies are leveraging IVR software to their advantage: 1- …

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