Maximize the ROI of Contact Center Voice Analytics: Top 5 Use Cases
By John Ortiz on April 12, 2023 at 4:04 PM
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Are you considering adopting a Voice Analytics solution for your contact center but aren't sure how to get the biggest bang for your buck? If properly utilized, you can use Voice Analytics software to streamline Quality Assurance processes, improve customer journeys, and get the best …
Understanding PCI-DSS for Contact Centers: Compliant vs. Compliance
By Tatiana Poly on April 11, 2023 at 2:19 PM
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Disclaimer: The materials on this site comprise of MiaRec's views; they do not constitute legal or other professional advice.
You Asked, We Answered: 9 Things to Know Before Your MiaRec Demo
By John Ortiz on March 28, 2023 at 7:47 AM
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Are you considering scheduling a product demo to see if MiaRec’s Conversation Intelligence and Automated Quality Management platform will meet your contact center’s needs? We want you to have all the information available so that you can make the right decision for you and your team. …
MiaRec Now Offers AI-Driven Auto Redaction
By Gennadiy Bezkorovayniy on January 19, 2023 at 8:42 AM
In today's digital world, maintaining data privacy and protecting sensitive personal information are more important than ever before. To comply with regulatory compliance, such as GDPR or PCI-DSS, and data security policies, contact centers use redaction to remove sensitive content fr …
New CMS Call Recording Requirements for Insurance Providers
By Tatiana Poly on October 26, 2022 at 5:05 AM
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The Center for Medicaid and Medicare Service (CMS) has issued some new major changes to the compliance rules and guidelines that will apply to Medicare Advantage and Part D plans. The new CMS call recording requirements will apply to all independent insurance agents and are set to tak …
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 …
How CCPA Impacts Your Contact Center
By MiaRec Team on June 2, 2022 at 2:11 PM
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We’re two and a half years year and half into CCPA (the California Consumer Privacy Act), an extensive regulation that kicked off in January of 2020, and it has had an effect on the way contact centers communicate with customers. Let’s take a few minutes and talk about how CCPA impact …
Top 3 Takeaways of PCI DSS 4.0
By MiaRec Team on May 19, 2022 at 7:33 AM
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PCI DSS 4.0: What Is It? Call compliance requires considerable effort from any company, but some call compliance laws are more challenging than others. PCI DSS can be one of the most challenging, but you know that already if you take credit cards online, in person, or especially over …
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 …