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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 Europacific Partners 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 Europacific Partners Indonesia

Coca-Cola Europacific Partners is one of the leading consumer goods companies in the world. We are in the privileged position of making, moving and selling some the world’s most loved brands – helping... (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;
 
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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

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....CONTENT CONTINUED BELOW
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 is a customer management partner specialising in business process outsourcing (BPO) that delivers customer experience and customer interactions. We believe that people matter, so we focus on... (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
Group Manager
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
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd
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."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
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
Team Leader II
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 - Customer’s Expectations

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

Published: Monday, May 3, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.) 
enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
 

About us - in 60 seconds!

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