A Fortune 500 telecommunications provider with a subscriber base of 20 million needed a solution to accurately redact sensitive PCI data for their contact center.
Voice Analytics Blog
Call centers are a rich source of sensitive personal information, particularly financial information such as credit card details. They are the main channel where customer problems are addressed, and sensitive data are shared. Personal data such as credit card numbers and social security numbers hold great financial value and are often bought and sold on the dark web by cyber criminals.
The way call centers handle their data is crucial, and now that many around the globe will have to rapidly switch to a telecommuting model, they are faced with a whole new set of challenges.
No matter your specific vertical, maintaining an intimate understanding of every voice interaction between customers and agents is integral for call centers to maximize revenue, retention rates, and customer security.
Back in the day, retailers would lock their doors and turn on their alarm system in order to keep their merchandise and customer’s information secure. However, as the world moves towards a more connected economy and businesses strive to become omni-channel to meet that demand.