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 […]
PHM: Hi, I’m P.H. Mullen, Chief Marketing Officer of Interactions. And I’m here today with Interactions President, Cathal McCarthy. We recently announced an exciting collaboration with NVIDIA, one of the driving forces in artificial intelligence, GPU hardware, and full stack computing. So Cathal, let’s dive in. We’re working with NVIDIA. What does that mean for […]
Read More… from Discussing NVIDIA Collaboration with our President, Cathal McCarthy
Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. But what’s next? First off, it goes without saying that the companies that have not invested in […]
Read More… from 4 ways that enterprise virtual agents will evolve
In 2020, contact centers were hit hard by the pandemic. Between moving agents to work from home environments, to unpredictable volumes, to navigating a more digital customer base, companies felt the pressure. The ones that struggled the most didn’t have technology in place that supported an evolving business. With the talks of a recession looming […]
Read More… from If a recession is coming, is your contact center ready?
The current labor shortage is a big problem, especially for contact centers. According to an article in the Wall Street Journal, “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according […]
Read More… from How Conversational AI Can Optimize Your Workforce