Protect 3 Mission-Critical Contact Center Assets: Customer Experience, Customer Support and Revenue
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Companies invest millions of dollars in contact center technologies to give customers the ability to communicate with their representatives and demonstrate that they are easy to do business with. With the proper tools, contact center managers are able to validate an organization’s success in customer service, customer support and customer retention. In addition to increased operational metrics, new contact center technologies provide data to build demonstrable ROIs for contact center management to share with senior executives.
Integrating new contact center technologies enables companies to enhance revenue through increased efficiency, reduced response time and increased sales. Adding technology that provides the ability to record and archive conversations, as well as capture agents’ screens, addresses business needs such as compliance regulations, transaction verification, and minimizes corporate liability and exposure, all while protecting sensitive customer details such as credit card information, financial data and other restricted customer information.
Contact center professionals continue to rely on call recording and are increasingly taking advantage of presence-enabled audio and videoconferencing, chat/instant messaging (IM), multimedia collaboration and communications-enabled business applications. However, challenges with security, interoperability (Microsoft Lync, BroadWorks, Avaya, Cisco, Shoretel, etc.), service assurance and regulatory compliance can have a negative impact on customer experience if not proactively addressed. It is the contact center’s mission-critical role that makes it a target, requiring a defense strategy to protect against vulnerability and to assure performance. In fact, it is when under attack that the role and importance of the contact center is most essential.
This webinar will explore how contact centers can improve customer satisfaction and call accuracy while reducing business costs, utilizing existing technologies and ensuring customer data is secure. Attendees will gain insight into:
- How contact centers can easily record conversations and screen captures while protecting sensitive customer data such as credit card information
- Why Session Border Controllers (SBCs) are increasingly important for an efficient and economical contact center
- How to protect contact centers from outside attacks
Presenters
David Tipping, Vice President and General Manager, Products and Solutions, Sonus
Ed Ziska, Sales Director, Numonix
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