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Executive Interview : Security Of Information & Working From Home - Members Share What They Do!

#contactcenterworld

We asked: Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?

Simon Pearton-Hindley
Head of International Business development
TELUS International
Austria

"With the use of secure VPN's and enhanced WFH contracts, we ensure that our partner’s data is as secure as it can be. Employees’ computers especially turn in to terminals where they can access our secure environment, limiting their ability to save or copy data directly to their computers."

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the ful... (read more)
 
Rendar Mahardhika Putra
Head of Contact Center
Coca-Cola Amatil Indonesia
Indonesia

"First of all, the employees in CCAI work using laptop that are joined to the company domain only. Also our security platform enable the IT team to monitor and even prevent the unwanted access to certain websites especially when using public network.

There are also some guidance following the IT policy that has to be complied by all employees such as :
- Not installing, copying, or storing pirated software to company computer.
- avoid using unknown public network such as free wi-fi or anything without credentials
- not accessing dangerous sites that might potentially harm the computer or spread malware and virus
- not using company laptops for other purposes than for office activities

The company also provide a self learning module for Cyber Security Courses which is mandatory to all CCAI employees. this module covers how to protect our device, furthermore how to deal with security threat or how to identify one."

About Coca-Cola Amatil Indonesia

Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under lice... (read more)
 
Brian Flygare
Associate VP; Remote Telemarketing and Client Support Center
Credit Europe Bank
Russia

"Security of information is critical; working in a bank; opening screens;
but as we said before we built this business model years ago; we just couldn't realize work at home until the epidemic; we did hugely improve that technical set up for work at home"

About Credit Europe Bank

Retail Bank in Russian Federation; Selling Credit Cards, Consumer Cash, Auto, Travel Loans; Advantages for clients fast decision, simple easy to work with; superior customer service
 
Christopher James Stewart
Director | Head of Contact Centre
DHL Express (S) Pte Ltd
Singapore

"Our agents all work from hone through secure VPN which protected information"

About DHL Express (S) Pte Ltd

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and inter... (read more)
 
Stephen Pace
CEO
SJS Solutions
United Kingdom

"I leave that to my head of tech."

About SJS Solutions

Founded in 2001 SJS Solutions is a provider in contact center optimisation. It’s no secret that people are the most expensive part of any contact centre operation. How do you motivate, protect, engage... (read more)
 
Eko Wiyanto
Director -- Lead Consultant
Service In Mind - PT. Service Mandiri Indonesia
Indonesia

"not applicable, but my view yes, we need to anticipate security data issue . We need to talk with technical team more to anticipate it, how to limit agent access only for mandatory/important things. Give agent NDA at join time and control as aspect of data exchange. Technical team should have the solution on it."

About Service In Mind - PT. Service Mandiri Indonesia

We are consulting and training center for Customer Care, focusing to contribute on service and customer engagement area both traditionally and digitally
 
Eric Klein
COO
Cloudonix
United States

"We are using our own services to make sure that we keep things secure."

About Cloudonix

Cloudonix’s smart voice calls and work from anywhere solutions are designed to improve your customer’s experience. Contextual Communications Cloudonix’s smart voice calls enable frictionless expe... (read more)
 
Clive Elleforde
CRO
Sovran AI
United Kingdom

"We are already secure, the CV-19 doesn't effect us"

About Sovran AI

Sovran provides hybrid NLP voice-powered automation (VPA) to business and contact centers globally in any language. Our technology enables clients to have our VPA in days, ready to deploy for both in-... (read more)
 
Eugene Merckel
Principal Business Unit Head
Merchants SA (South Africa)
South Africa

"We have not seen it has a major impact."

About Merchants SA (South Africa)

Merchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions, operating in South Africa and has a 35 year track record of delivering customers contact centre... (read more)
 
Saravanan Belusami
Ceo Ptvads
PT VADS Indonesia
Indonesia

"Both have been taken care of utilizing the power of tools"

About PT VADS Indonesia

We provide Contact Center and Digital Services Solution, Customer Services Learning Center, Human Capital Management, Omni-channel Strategy, Contact Center as a Service (CCaaS), Blockchain Secure Auth... (read more)
 
Esra Eren
Aegon Hayat ve Emeklilik A.Ş.
Aegon Turkey
Turkey

"The security layers applied in the office continue from the home. We work with a VPN connection."

About Aegon Turkey

Aegon N.V. is a multinational life insurance, pensions and asset management company headquartered in The Hague, Netherlands. At the end of 2012, Aegon companies employed approximately 24,000 people wo... (read more)
 
Jacque Lim
Regional Head of Service Delivery APAC
Aspire Lifestyles
Singapore

"We have a thorough review on remote agents by our Security and Compliance team and ensure that this is being covered as part of our audits and certification in taking account all relevant set ups and infrastructures as well as to meet all compliance requirements. Our Security and Compliance team as well as professional audit company have then done an assessment on our remote agents capability and provided an attestation to the capability and the practice."

 
Ikenna Odike
CEO
Outcess
Nigeria

"Agents have a secured VPN installed on their systems"

 
Safwan AlZuhaili
Communication Center and Operation Manager
BAB International Corporation
Saudi Arabia

"Of course it's very important, and we are securing our infrastructure"

 
Greg Taylor
Supervisor
Realpage
United States

"Our company has been phenomenal in this area!"

About Realpage

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States... (read more)
 

Today's Tip of the Day - Engage Your Agents!

Read today's tip or listen to it on podcast.

Published: Monday, May 3, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
PH: 216.662.5870

3.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511

4.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312

5.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

6.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

7.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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