Access to self-service options continue to be an important customer care tool for dynamic operations. Many of these self-service channels rely on accurate speech analytics to support seamless interactions. For those companies seeking to optimize on such technology to improve their competitive advantage and drive better customer satisfaction, selecting the right vendor can often be a challenge.
To help overcome that challenge, hosted predictive dialer provider, LiveVox (News - Alert) recently hosted a webinar to address the optimization of speech analytics. The webinar paired LiveVox and CallMiner (News - Alert) to discuss their combined solution for a simple, effective and short deployment path for speech analytics.
A key focus of this event was how companies can leverage these technologies in an environment where regulations are getting increasingly tighter. This is especially true in the call center environment where call recording captures interactions to allow information to be stored for future use or to extrapolate business intelligence from that data.
Nowhere is this is more apparent than in the financial services industry. LiveVox recently partnered with Resource Management Services to discuss practical approaches to how companies can prepare for the CFPB in another webinar. This recorded event explores key areas of exposure and how companies can build a technologically intelligent strategy to ensure compliance, protect the consumer and promote a solid brand experience.
When current technology deployments do not represent the latest technologies, however, problems can follow. The use of call recording with an outdated hosted predictive dialer, for instance, can lead to weaknesses in the recording process and even degrade the experience for the customer. Both technologies are meant to provide value to the call center and even the customer experience, but that value is quickly diminished when it affects performance.
A recent hosted predictive dialer piece in TMCnet highlighted the challenges that can emerge when these weaknesses exist. For example, the call center that has embraced the at-home agent model must support the latest technologies to ensure the connection and the recording technology deliver the same level of quality. If not, any cost savings the company aimed to achieve with its at-home strategy quickly disappear.
To that end, LiveVox offers its Compliance Suite to ensure companies can easily manage compliance and align their strategies according to evolving requirements emerging from the various regulatory agencies. Contact centers are able to leverage these solutions to mitigate risk while still delivering the quality experience customers have come to expect.
Key compliance features include a third-party audited infrastructure that is PCI (News - Alert) compliant; end-to-end PCI compliant payment lines; centralized call recording; protection from over-dialing; manual dial phone lock; manual dialing curfews; real-time monitoring and reporting on all agents; a National DNC option; state dialing configuration GUI; and click-to-call manual dialing to support cell phones.
The regulatory industry is only increasing its hold on customer interactions and self-service options, making it important that companies turn to proven providers who can help them weather the storm.
Edited by Ashley Caputo