We’ve seen in recent years a growing trend of businesses adopting automation technologies like chatbots and intelligent virtual assistants (IVA) to help with customer service. But what role do they play exactly? What are the benefits and challenges of their use? And what does the future hold? How Automation Technologies Impact Customer Service Automation technologies […]
Read More… from The Role of Automation Technology in Customer Service
The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. In an increasingly digital world, people continue seeking ways to make human connections. Automated-response bots, live chat, social media, and email are all cheaper channels than voice, but […]
Read More… from Telephone Still Preferred Channel for Customer Service Interaction
Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. Plenty of statistical data supports this claim: 82% of breaches involved the human element. (Verizon) 44% of data breaches include PCI or PII. (IBM) […]
Read More… from Humans: The #1 Risk for Contact Center Compliance
At Interactions, we’re always striving to better understand customers. After all, better understanding leads to better conversations, and ultimately builds more trust and stronger relationships between customers and brands. We’ve recently secured a patent (our 125th!) for a new technology that extracts natural language semantics from speech without the use of speech recognition. With this […]
Credit card security? It’s a big deal. Especially for any contact center that accepts payments over the phone. In order to protect sensitive customer data and maintain trust, these organizations must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes strict standards for storing and handling credit card data. Here’s the problem: […]
Read More… from 2023 is the Year of Compliance. Is Your Contact Center Ready?
Dear Friends and Family, As we come to the close of another year, I want to take a moment to express my sincere gratitude to our customers, partners, and employees. We’ve made some incredible achievements this year, and it would have not been possible without your support. It has been a remarkable year for Interactions. […]
With a recession looming, many businesses pause customer experience investments due to uncertainty. But little do these companies realize, these investments can actually help during times of tightened budgets. According to McKinsey, digital channels perform similarly or slightly better than traditional channels and are typically more cost effective. For example, our client Vistra reached their […]
Read More… from How to achieve financial stability in a recession with CX agility
Over the last three years, Covid has transformed the contact-center industry into a work-from-anywhere (WFA) world. Millions of agents now work outside the traditional walls of a care center. It’s a win for business cost efficiencies and worker flexibility. But it opens a can of worms for meeting compliance requirements and it impacts millions of […]
Interactions industry-leading conversational AI anticipates, redacts and protects personal information in real time to facilitate secure customer experiences Franklin, Mass. — October 11, 2022 — AT&T and Interactions have renewed their collaboration to address a growing need in the customer service industry: providing efficient, highly secure customer experiences. AT&T continues to use Interactions Redaction technology […]