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Preparing for the General Data Protection Regulation

In the wake of the WannaCry cyberattacks, being vigilant and careful with online security, particularly where it pertains to individuals’ personal data, is more relevant and crucial than ever. There can be no hiding from the fact that cybercrime poses a very real, very serious, and potentially catastrophic threat. If this weren’t reason enough to tighten your attitude to your customers’ personal data, the EU will soon be ensuring that you do so. There is now less than a year remaining the EU General Data Protection Regulation (GDPR) replaces similar data protection directives the EU implemented in 1995. By 25th May 2018, your company must be fully compliant.
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Network Status

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New EU-Wide Regulations on Data Protection – 5 Key Changes to Be Aware Of

The European regulations on data protection haven’t changed much since 1995, but the way personal data flows between and within organisations definitely has. Technological developments have meant that personal data is now stored anywhere and everywhere, and it's moving around too. Seem far-fetched? Think about the amount of times you enter data about yourself into forms on websites and apps - that data is normally stored somewhere new, and is all too easily exchanged between different organisations. Think about how many times smartphone apps ask you to grant access to use your location - it's easy to forget how often we share personal data. The way this information flows within and between organisations has changed, and trends indicate that each generation becomes more comfortable than the last about sharing it.
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Cloud-Based Voice Services – The Technical Challenges.

Voice over Internet Protocol, or VoIP, is the communication protocols that allow for the transmission of voice communications over the internet. In contrast to telephone calls that are made over the Public Switched Telephone Network, where a connection is made between two points so that a call can be made, VoIP works by converting speech into tiny packets of data so that it can be transmitted, and then reassembled at the destination.
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The Importance of Resilience and Redundancy in an IP Telecoms Network

Telecommunications is perhaps the most important service that is provided within any business, as it will almost certainly causes the most disruption when an issues manifests, or in the event of a full blown telecommunications outage. In the event of a full service outage, not only are your workforce unable to make outbound telephone calls, which will impact on your ability to sell your services, but your customers are also unable to get in contact with you. Given these facts, the importance of resiliency and redundancy of any IP telecoms network warrants careful consideration to ensure you are not put in a situation where your business grinds to a holt due to telephony issues. Here are some things to consider questioning of your existing provider, or any new IP based provider.
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The Growing Importance of the ICO for UK Call Centres

The ICO (Information Commissioner's Office) is an independent authority that has been set up to uphold information rights in the public interest, promote openness by public bodies and data privacy for individuals.
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Interconnect


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Speech Recognition in the 21st Century.

In the modern era people have become accustomed to having their call answered by an automated IVR (Interactive Voice Response) Menu when they call any large organisation that uses a call centre to answer their inbound calls. The reason why such organisations implement and use this type technology, is to obtain significant improvements in their operational efficiency by having the caller provide information, such as the nature of their query, before their call is connected to a call centre agent. If a caller is able to navigate through a series of options in order to specify the reason for their call, it will save a considerable amount of time when compared to the amount of time it would take a call centre agent to do the same thing live on the call. More recently, this concept has been taken a step further through the introduction of speech recognition to further improve operational efficiency by increasing the amount of information that can be collected before a call is connected.
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Getting Consent to Send Marketing – Are You Compliant?

Consent is all about someone giving their permission for something to happen. Which all sounds very simple: someone either consents to something or they don’t. But did you know that the ICO’s guidance contains 3 full pages defining exactly what it means to give ‘consent’ to receive direct marketing communications?
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