As access to sensitive consumer information proliferates, so does the number of attempts to compromise this data.
VoiceBase Expands Beyond Voice, Offering Text Analytics, Introduces VoiceBase Online and Enterprise Accelerator. This release provided organizations omni-channel views of their customers and unparalleled flexibility and speed in deployments.
Speech Analytics tools can be used to evaluate all of the calls going in and out of a call center for important customer experience (CX) insights.
Customer service is a new kind of battlefield today—you have to consider the entire life cycle of interaction with the customer, not just the point of sale.
It doesn’t matter if you’re running a multibillion dollar giant like Equifax or a small mom-and-pop shop—data security breaches can happen to anyone. If you are accepting credit cards as a form of payment or collecting any other type of personal information, you have taken on the burden of protecting that information for your customer.
Because of this huge market opportunity, companies you may not expect are entering the market. The latest big entrant is Amazon Web Services. When they could not find a suitable contact center for their own internal requirements, they decided to build one themselves.