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Safeguard Your Customers and Data with Advanced Unified Communications Security

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The bad guys will not stop… Cybersecurity challenges are never-ending.

This is a big concern in virtually every industry, especially those where most interactions have gone digital to meet customer preferences for self-serve and engagement through the channels they prefer – at the time they want.

While this is convenient for customers, it has created significant operational and cybersecurity challenges for contact centers. To provide excellent customer service experiences, contact centers must authenticate a customer’s identity, address questions and concerns, and process transactions quickly and efficiently.

Throughout the process, customers must feel like every interaction is secure, and companies must ensure they protect customer privacy during and after a call. With the proper unified communications (UC) tools, organizations can streamline and secure all contact center conversations to meet omnichannel service expectations before, during, and after a customer connects with a live agent.

Voice Authentication personalizes Service and Reduces Fraud

Large and small organizations are implementing digital transformation strategies designed to streamline contact center interactions. Since only some customers need the help of a contact center agent, these efforts are focused on automating processes with self-serve channels that lower costs. For example, chat and voice bots are being introduced to act as virtual agents, deliver services, promote new products, and provide personalized customer experiences — all without connecting the customer to an agent.

But regardless of which digital self-serve path is available, chances are that a caller will eventually want to go beyond simple questions to discuss a specific account. At that point, a live connection with an agent will be needed. When that happens, the agent must be assured of the caller’s identity before dealing with personal account information. While security questions were enough to protect the customer and the business in the past, today’s cybersecurity landscape is a lot more complicated. A disembodied voice on the other end of the line may not be who it claims to be.

Speech recognition systems can be integrated with existing UC platforms to add a layer of cybersecurity protection. These systems can identify the caller’s intent, authenticate the customer using voice biometrics, and then segment and route the call to the best agent to handle the request. With these digital workflows, companies can streamline the call management process and enable a more personalized interaction because the agent will spend less time authenticating the person on the other end of the call and more time dealing with the customer’s specific questions.

Integrated Voice Response and Recording Capabilities enable Advanced Cyber Protection

TCI offers contact center solutions that include an embedded, self-service Interactive Voice Response (IVR) system with an optional speech recognition feature that enables authentication before an agent is connected. With our customized UC platforms, businesses get a complete communications, collaboration, and customer experience solution designed to maintain the security of contact center interactions for any organization.

Organizations that want additional cyber protection for contact center calls can opt for Interaction Recording (IR) to record all calls and then search for, play, and interrogate call recordings for security and privacy regulation compliance. Advanced speech analytics capabilities built into the system enable companies to analyze recordings for potential fraud, categorize calls as “high risk,” and then suggest countermeasures that can be taken to avoid losses.

TCI’s advanced solutions can be applied to support both centralized contact center operations and decentralized organizations with multiple branch offices that manage customer calls.

Privacy Features that ensure Regulatory Compliance

Of course, in addition to maintaining a high level of cyber protection for all contact center interactions, companies must also comply with data protection regulations designed to protect the privacy of customer data. The changing and complex regulations surrounding data privacy and security compliance have created another challenge for both centralized and decentralized operations.

TCI offers solutions built to protect personal data captured during a call by contact center agents either on an agent’s screen or a voice recording. For example, information collected by workflows can be masked to protect personal data as it is being collected. To control access to stored data, information required by the system to perform certain functions (name, phone number, email address, and voice and multimedia transcripts) can be automatically deleted when no longer required to provide service. Plus, multi-level security privileges can be applied to limit access to all data based on user profiles.

Enable Great Customer Service while optimizing Cybersecurity

Ultimately, the cybersecurity protection that businesses build into their contact center processes should be seamless and efficient. Self-serve options should authenticate a customer’s identity before connecting to a live agent. Agents should be able to address customer questions and manage transactions quickly and efficiently without being bogged down by cybersecurity protocols. UC tools enable enterprises to achieve this level of protection without compromising omnichannel service objectives.

Learn how TCI can help your contact center thrive in the digital age, improve your bottom line, and adhere to security, compliance, and fraud mitigation requirements.

Call us today at (703) 321-3030 or GetHelp@tcicomm.com.
 


The 2022 HR Challenge – Building a Supportive Company Culture in the Digital Era

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As companies continue with hybrid and remote work arrangements, human resource departments have had to reorganize their priorities. When asked what they saw as their primary role in their organizations in 2021, 65% of HR professionals pointed to “keeping employees engaged and building a supportive company culture,” according to a recent survey.

Replacing the Physical Workplace with a Collaborative Space

The first thing that usually comes to mind when attempting to define “corporate culture” is the physical office. Historically, the workplace environment has had an outsized influence on corporate identity, employee productivity, job satisfaction, and morale.

The needs and values of today’s employees have evolved. Rather than speculating on ways to revive the old culture and re-create it, companies should be using employee input to visualize and create a new culture that transcends the confines of physical space.

How to Create an Authentic Company Culture using UC

Of the organizations that indicated significant transformation since the beginning of 2020, three out of four reported they expect to be more reliant on remote work, according to a recent survey. Not surprisingly, 69% also said they expect to be more reliant on technology for internal collaboration.

Here are some ways organizations can use UC tools like those from Mitel to create and support company culture:

  • Leverage video conferencing tools so both in-office and remote employees can stay informed and engaged on important topics. Equal facetime is important for employees to feel involved and valued.
  • Create shared workspaces where employees can exchange files and documents and store them in one place. This can stem virtual meeting fatigue by reducing the number of status calls and facilitating collaboration across time zones and geographical locations.
  • Record calls when you need to use flex hours and catch up on what you missed by listening to the recordings at a later time. This feature allows employees to achieve better work-life balance while staying involved.
  • Use UC monitoring tools to track project completion and delivery milestones, rather than just time spent on a given project. Employees are more empowered when they’re able to determine their personal workflows.

No two employees work the same way, and UC tools can be used to accommodate different approaches to achieving goals. By providing employees with the flexibility and tools they need, managers can make everyone feel like they’re part of a community, rather than just cogs in a machine.

Your local TCI team is ready to implement UC technologies that support your company culture and employee work styles. Contact us today: (703) 321-3030 or info@tcicomm.com.

 

Call Recording… Capture & Archive for Improved Compliance & Customer Service

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Here are just some of the compliance regulations your organization may need to address:

  • SOX: The Sarbanes-Oxley Act
  • HIPAA: Health Insurance Portability and Accountability Act
  • PCI-DSS: Payment Card Industry Data Security Standard
  • Financial Services Authority
  • FDCPA: Fair Debt Collection Practices Act

For businesses that need to record voice transactions, service calls and other conversations as part of meeting their compliance obligations, there’s a convenient solution… Simply add a call recording capability to your phone system.

Just some of the benefits…

  • Better customer service
  • Timely training
  • Dispute resolution
  • Tracking down information for customers
  • Isolating critical aspects of each conversation

Today’s call recording solutions support single-site workgroups and multiple locations with advanced features. Monitor all calls, or record on demand. Recordings are stored anywhere you choose. You also have access to several useful features…

  • Search and retrieve calls for playback
  • Attach to email, link to CRM records, and more
  • Assign access rights to individuals and groups
  • View the real-time status of users

Learn more about how call recording solutions can help you organize and improve your business communications.
Contact us today at (703) 321-3030 or info@tcicomm.com.

 

Voice Documentation for Your Business… The Benefits of Call Recording

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Organizations in many industries are faced with legal, industry and service-level compliance guidelines that require them to record their phone conversations.

With Call Recording your organization can quickly capture, organize, archive, playback, and share voice documentation for valuable insight into customer interactions and organizational performance.

Call Recording can be used to solve these common business problems…

  • Information Exchange – Share information quickly, seamlessly and securely without the need to transcribe. You decide whether you need to monitor all calls or record on demand.
  • Risk Management – Record telephone interactions to reduce the risk and ramifications of miscommunication with customers. Examples include improperly filed insurance claims, business to business purchasing, perishable goods orders, and financial transactions.
  • Dispute Resolution – Sort through “he said, she said” customer disputes, adhere to industry best practices, and ensure compliance with government regulations.
  • Employee Development – Complement training programs and enhance employee skill-sets through the systematic review and evaluation of vital business communications functions, including sales, customer service, and collections.

Another popular and even more valuable solution is Screen Capture… Banks and financial institutions especially like this capability because it enables multimedia interactions to be recorded.

With Call Recording you can affordably create a central call record archive to meet unique compliance mandates, facilitate improved internal collaboration, and improve the Customer Experience.

TCI can help you leverage Call Recording to solve your unique business challenges. To get started, contact us today at (703) 321-3030 or info@tcicomm.com.

 

Why Affordable Call and Screen Recording Makes Good Business Sense

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Many industries are faced with legal and regulatory compliance guidelines that require them to record their phone conversations, but businesses in every industry can benefit as well.

Here’s how…

  • Document customer transactions, both Voice & Screen
  • Meet compliance requirements
  • Resolve customer disputes
  • Enhance employee productivity
  • Improve internal processes
  • Train and coach customer service representatives

Call and screen recording also enables improved collaboration by allowing employees to share specific call segments, along with text-based notes. They can send out a request for help throughout the organization, and quickly deliver the right information to the customer, improving the customer’s experience.

Our experts are ready to help you with a call and screen recording solution that’s customized for your business. To get started, contact us today at (703) 321-3030 or info@tcicomm.com.