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 …
Can Speech Analytics Really Increase Customer Satisfaction?
By Gennadiy Bezkorovayniy on December 9, 2021 at 5:00 AM
Speech analytics ads are saturated everywhere and the headlines are starting to blend together. “Uncover actionable insights”, “amplify the voice of the customer”, “gather sentiment with AI”, and so on. But do speech analytics actually deliver on the multitude of promises they’re sold …