Security

call center reps

5 Reasons You Need Mature And Stable Contact Center Technology

Call Center, Customer Experience, IVR, Security, Technology / By

The consequences of a buggy automated call center are all to familiar: frustrated customers and system engineers spending too much time squashing bugs and getting the system to work correctly. If the system doesn’t function well then it’s not much good to customers in the first place. In an odd twist of irony, newer systems …

5 Reasons You Need Mature And Stable Contact Center Technology Read More »

What’s the Safest Way to Pay By Credit Card?

Finance, IVR, Payments, Security / By

There are a few ways to pay with a credit card. They’re all vulnerable to attack from industrious criminals, but some are more vulnerable than others… Point-of-Sale (POS) Terminal The Process: You hand your card to an employee, who swipes it at the POS terminal. After encryption, your credit card information goes over the phones …

What’s the Safest Way to Pay By Credit Card? Read More »

phishing hook through login window

Make Your Call Center a No Phishing Zone, Please

Call Center, Security, Voice Biometrics / By

Call centers are susceptible to fraud partly because of their helpful nature. The systems and agents we use in our call centers are there to help our customers, to make it easier for them to find information. Unfortunately, that plays right into the hands of fraudsters. While companies focus massive security efforts to prevent online …

Make Your Call Center a No Phishing Zone, Please Read More »

Adding Voice Bio Security

Optimize Your IVR, Securely

IVR, Plum Voice, Security, VoiceTrends, VoiceXML / By

Historically, it has been very difficult to optimize voice applications—to analyze the granular success of each component and use that data to improve the overall customer experience. It’s been impossible to do it without logging sensitive data. Our vision of a hosted IVR infrastructure has always been: scalable, flexible and extremely fault tolerant. With our …

Optimize Your IVR, Securely Read More »

speech-rec-sm

Prevent Contact Center Fraud With Voice Biometrics

Call Center, Security, Speech Recognition, Technology, Voice Biometrics / By

Fraud is a Real Threat Fraud directly impacts a company’s finances and branding, not to mention customer loyalty. Yet fraud protection measures often increase operational costs and inconvenience customers. Most organizations dedicate significant resources to prevent fraud online, but this leaves few resources for call center security. A contributing factor to this is that companies …

Prevent Contact Center Fraud With Voice Biometrics Read More »