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September 20, 2018 • 90

Natural Language IVR

OK Google – play Absolute Radio. Alexa – add 15 avocados to my shopping basket.* Natural Language IVR (NL IVR aka Voice Recognition) I’ll admit it – I have a smart speaker. At first, I was uncomfortable speaking to it and making it do simple tasks that I was more than capable of doing myself. [&hellip...

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September 4, 2018 • 136

Keep calm and de-scope! PCI DSS compliance for contact centres

Keeping your data secure without stifling innovation is possible with a little planning and technology. Colin Hay at Puzzel met up with Tony Smith at PCI Pal to discuss how to make compliance and customer experience the perfect match. Here are their thoughts and 3 ways to de-scope your contact centre. As many more of [&hellip...

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August 16, 2018 • Blog • 97

How intermediaries can own more of the customer relationship
July 11, 2018 • Blog • 164

Three ways to leverage Workforce Management and drive ROI

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