How To Build A Rock-Solid Business Case: Conversational Analytics For Your Contact Center
By Gennadiy Bezkorovayniy on November 7, 2022 at 6:45 AM
Building a business case can feel a little like staring at a blank page, not knowing where to start at times. You know how important Artificial Intelligence and Machine Learning are for your contact center as they help extract valuable data from thousands of customer interactions. But …
MiaRec Emerges as Conversational Analytics Provider with Enhancements
By Gennadiy Bezkorovayniy on October 27, 2022 at 12:16 PM
The way we communicate has changed drastically in recent years, and as the way we communicate changes, so too must the tools we use to support and improve those interactions.
Why Voice Tonality Isn't The Most Accurate Way To Recognize Customer Sentiment (And What To Do Instead)
By Gennadiy Bezkorovayniy on September 22, 2022 at 5:13 AM
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When it comes to customer sentiment, voice tonality (pitch and volume of a person's voice) is often used as an indicator of how a customer is feeling.
10 Signs That Your Contact Center Is At Risk For A Security Breach
By Gennadiy Bezkorovayniy on August 25, 2022 at 3:47 AM
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Daily, contact centers generate, manage, and store an enormous amount of sensitive personal data, such as payment card details, social security numbers, contact details, and much more. However, that data has huge financial value as it could be sold and bought by cybercriminals, making …
12 Must-Have Contact Center Security & Compliance Features
By Gennadiy Bezkorovayniy on July 15, 2022 at 12:02 AM
A few weeks ago, Jeetu Patel, Cisco EVP for Security and Collaboration, gave a very passionate keynote speech at Cisco Live 2022 about the importance that security measures will have in the coming months and years. The first trend he mentioned is that we are no longer operating within …
3 Cisco Live 2022 Key Takeaways
By Gennadiy Bezkorovayniy on June 27, 2022 at 4:45 AM
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Last week, my team and I felt really blessed to be able to go to Cisco Live in Las Vegas for the first time in two years — a sentiment that was felt by many of the other conference participants and echoed by Cisco CEO, Chuck Robbins, when he came on stage for the keynote. He opened hi …
The Pros & Cons Of On-Premise Vs. Cloud Call Recording
By Gennadiy Bezkorovayniy on April 7, 2022 at 10:55 PM
Once upon a time, call recording was so expensive that the only companies that adopted call recording were the ones that had the money to invest and could not afford to not record calls due to possible lawsuits, compliance issues, and the like. But those times are long gone — partly d …
How To Ensure PCI DSS Compliance (And Why Most Get It Wrong)
By Gennadiy Bezkorovayniy on March 31, 2022 at 4:52 AM
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In 2021, a massive data cache containing 3.2 billion accounts associated with a variety of services was exposed in one of the largest PCI data breaches in the world.
Contact Centers Will Have To Evolve Drastically, Or Risk Being Left Behind
By Gennadiy Bezkorovayniy on March 28, 2022 at 5:35 AM
Some executives and industry analysts call 2020 a watershed moment for Digital Transformation or a “customer experience revolution” (Gartner). And it is true. Enormous shifts have occurred in just the last two years. For example, McKinsey states that the massive shift to remote work t …
Why You Should Start Tagging Every Contact Center Call Now
By Gennadiy Bezkorovayniy on February 28, 2022 at 5:03 AM
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Contact center managers having access to call recordings isn't new. A poll done in 2015 on Callcentrehelper.com showed that 95% of supervisors had access to those recordings. However, we know from experience that, traditionally, only 1-2% of all recordings are actually listened to for …