The Payment Card Industry Security Standards Council (PCI SSC) was formed in September 2006 with the purpose of improving the security of credit / debit card information throughout the process of a card transaction. The Payment Card Industry Security Standards Council are responsible for application and management of the Payment Card Industry Data Security Standard, which is the standards and requirements that are used to ensure that all organisations that process, store, or transmit their customers' card information, do so in a secure environment. PCI compliance applies to any organisation that processes payment via credit or debit card, regardless of their size. Read more
IP telephony (Internet Protocol telephony) uses the internet to deliver calls as packets of data on shared lines. Also know as VOIP it is the real-time transmission of voice signals over the internet or private data network. Read more
In the contact centre industry, the importance of consistently high call quality cannot be understated. It is, after all, the fundamental purpose of a contact centre to make outbound calls to individuals, and due to the significant overheads associated with a contact centre operation, they simply cannot afford to drop calls or have bad call quality at any time. The significance of dropped calls and bad call quality cannot be understated due to the severe impact that it can have on the contact centre operation. This article explores some considerations that are necessary to ensure that call quality doesn't adversely affect your operation. Read more
Call recording is a call management feature that allows both inbound and outbound telephone calls to be recorded, and stored on a server for retrieval at a later date. Call recording is of critical importance to all call centres as it represents the only real way of confirming what was said or agreed, and by whom during a telephone call. Furthermore, it is an essential for every contact centre to record calls as it is the only real way of monitoring and correcting the performance of call centre agents. In some business sectors, it is a legal or industry requirement that all calls are recorded. For the reasons outlined above, it is difficult to imagine a situation where a call centre wouldn't record their calls - the only real question is whether to use a premise or hosted solution. Read more
