PCI Compliance in the Contact Center

Administrators of Contact Centers have 2 major bosses when it comes to maintaining a secure credit card environment:  the companies that issue the cards and customers who are nervous about falling victim to credit card fraud or identity theft. Businesses who fail to maintain a secure environment for processing, storing, and transmitting credit card information face severe and lasting consequences. The issuing card companies can not only suspend their privilege to accept their cards, they can also levy monthly fines ranging from $50 to $90 for each card compromised. And since the fines are retroactive, the offending business is on the hook for all the months their customer data was endangered.

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5 Tips to Make the Customer Experience Even Better

Innovative solutions specifically targeted toward contact centers that serve customers across numerous channels are readily available. Retail businesses often face a variety of challenges, like high call volumes, massive orders, and aggravated customers, particularly during the holiday season. To ensure a superior customer experience is delivered, it is imperative to have a strategic plan in place. The goal is to leverage technology so that a seamless, efficient, and enjoyable contact center customer experience can be achieved no matter the channel of communication being used. Here’s a look at five tips your contact center can follow to ensure your customers have positive interactions with your brand.

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Modern Self-Service: Empowering Customers to Serve Themselves

All this talk about modernizing the customer experience can quickly get overwhelming.  You have many options to enhance the customer experience today with natural language speech, incorporating other channels like SMS, chat and even visual IVR or go all the way to leveraging the power of artificial intelligence.

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Blueworx Introduces a Centralized Outbound Calling API, Fax Machine Detection and Bridge Transfer to Linux

Release 7.7 of Blueworx Voice Response for Linux

Contact centers today are actively looking for opportunities to leverage enhanced self-service as well as proactive outbound interactions that drive customer loyalty and reduce the cost to serve.  In today’s competitive market, where maximizing customer loyalty while reducing costs are key business metrics, offering a proactive approach to common reasons customers call in is imperative.  The dissemination of time-sensitive or personal information delivered quickly and consistently is a requirement to meet today’s customer demands.  The essence of outbound calling or text messaging is being proactive, preemptively contacting a customer before they have to contact you for information.  That is why Blueworx continues to make features like outbound calling more efficient and effective for businesses.

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Touchpoints in the Customer Journey

Touchpoints are vital to the overall customer experience. It is during these moments, when a customer reaches out to you to conduct business, that your company has the opportunity to really put its best foot forward and leave a lasting impression. When too much emphasis is placed on these moments, though, it can actually have a negative impact. It will leave the customer feeling like the only time you truly care about them is when there is something to be gained by you.

What You Really Need to Focus On is the Entire End-to-End Customer Journey

Chat automation and other forms of artificial intelligence are effective in boosting customer engagement. The micro-experiences these tools create, however, do not account for even a fraction of a customer’s entire experience with your brand. If your company defines the customer experience by only a series of touchpoints, you’re missing out on a valuable source of information.

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Modernizing the Customer Experience

TULSA, Okla. (PRWEB) May 10, 2018

Blueworx and Aspect Software together offer a comprehensive approach to application lifecycle management for Interactive Voice Response and Omni-Channel self-service solutions.

Blueworx, a provider of Interactive Voice and Customer Experience solutions designed to deliver dynamically scalable, flexible and reliable voice technologies, announces the availability of Blueworx CX as part of a partnership with Aspect Software. Aspect is an award-winning cloud provider of fully integrated consumer engagement, workforce optimization and self-service solutions.

The partnership combines market-leading technologies essential to creating a modern IVR (Interactive Voice Response) experience: Blueworx Voice Response and Aspect’s CXP platform enhance customer solutions with features like dynamic personalization, real-time analytics and support for Omni-channel applications across voice, web chat, SMS, social media messaging platforms, and mobile web applications. This powerful combination provides an up-to-date method of developing, deploying and managing Omni-channel self-service experiences.

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Rethink, Re-invent, Revive Your Contact Center with Cognitive Solutions from Blueworx and IBM Voice Gateway

The Blueworx team is wrapping up our presence at the IBM THINK event in Las Vegas today. The massive show provided excellent intel on why artificial intelligence will significantly change the way we work today, across every industry on a global scale. AI is a technology that will most definitely change how we view self-service and every kind of customer engagement with businesses. During her on stage opening at Think, Ginni Rometty, President and CEO of IBM, talked about the significance of this time in history and how we are on the verge a major shift. The time where process and technology surge at the same moment has only occurred at two other periods in history – and the impacts are still with us today.

So, the question becomes “What are you doing about it?” How will you embrace this new era of intelligent interactions, cognitive self-service and the balance of man with technology?

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Six Pillars of Customer Experience

We live in a world where pizza delivery gets to your home faster than the police.  No offense intended members of law enforcement.  Rather, kudos to all those technologists out there that have enabled the consumer to consume their company’s product via a myriad of channels.  Just the other day, I had to scramble to get a gift for a high school senior for his birthday.  In a matter of moments I found a restaurant near the campus of the university he’ll attend in the fall, and was chatting on-line with someone at that restaurant about getting a gift card out to me ASAP because his party was in 3 days.  This wasn’t some mega-chain restaurant, but rather a single location, local business.  So, if you work for a company that doesn’t have an omni-channel contact center presence – get moving…quickly, because if Fatback’s Smokin’ Racks in Quincy, IL has web chat, and you don’t…well, you can draw your own conclusions.

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The Omni-Channel Movement

Compared to even 5 years ago, technology has never before been so integrated into our daily lives. Look around you, how many internet-connected devices are within arm’s reach? These things are only going to become more important with each passing day. So yes, start stocking up on power strips now. As we rely on our devices for our everyday needs, the lines between online and real life are blurred. Because of that, people are going to need more than one type of experience to stay engaged, an Omni-Channel Experience.

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Forbes: Reinventing Interactive Voice Response For The Digital Era

“Few technologies are more despised than interactive voice response (IVR).

ForbesIt doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’ with voice recognition technologies. Instead of repeatedly pressing zero, we can all now repeat the word ‘representative’ until we finally get a human on the line. Is this progress?

It’s no wonder, then, that IBM decided to exit the IVR market a few years ago, selling off its WebSphere Voice products to a holding company that rebranded its new offering Blueworx in early 2016.

Out of the gate, Blueworx faced multiple challenges: not only does IVR top consumers’ most-hated list of technologies, but established incumbents like Avaya , Cisco Systems, Genesys, and Aspect dominate the space.

To make matters worse, Blueworx had no choice but to leverage older software that IBM had optimized for its own hardware, as well as AIX, its aging flavor of UNIX.
Playing ball by the incumbents’ rules was a losing proposition. The only way to compete was to reinvent the IVR game.” Continue reading on Forbes.com. 

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