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News : 91% of Contact Center IT Staff Consider Compliance Software Investments a Priority

#contactcenterworld, @NICELtd

Hoboken, NJ, USA, June, 2019 -- NICE (Nasdaq: NICE) announced the results of a new research study which found that 91% of respondents believe increasing contact center compliance software investment should be considered a priority in the next year. 83% of contact center professionals also said their organization’s efforts towards customer privacy and private data safety need to be improved.

NICE's survey, which focused on identifying the challenges of IT and Compliance professionals, brought to light that 97% of those surveyed have at least one concern when it comes to their organization's ability to meet today’s compliance requirements. These concerns ranged from the introduction of new regulations and growing threat of cyber-attacks to the increasing complexity of internal systems. When asked to identify the most important factor for improving contact center compliance, 88% of respondents highlighted a need to improve proactivity and speed through better mechanisms to detect violations (26%), better error prevention (23%), improved visibility across different tools/systems (21%) and quicker violation resolution (18%). The survey also found that a quarter of the Contact Center IT staff's time is being invested in compliance-related activities.

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A key conclusion identified by the research was that dedicated compliance solutions comprising analytics and automation will help contact centers optimize resources while empowering employees to ensure compliance and building trust among customers.

"Contact centers must protect the interests of their customers when it comes to their personal data," said Barry Cooper, President of the Enterprise Group for NICE. "Ensuring compliance requires contact centers to navigate a maze of regulations, standards and best practices, which are becoming increasingly resource draining for IT and compliance professionals. Businesses must leverage analytics, AI and automation to adopt a proactive approach, uphold the trust of their customers and simplify their employees' day to day tasks."

#contactcenterworld, @NICELtd

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About NICE Systems:
Company LogoNICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

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

Published: Tuesday, June 11, 2019

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2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
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
 

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