News : Serenova Announces Partnership with Key IVR
Austin, TX, USA, May 1, 2019 -- Serenova, a contact center-as-a-service (CCaaS) and workforce optimization (WFO) provider, announced a strategic partnership with Key IVR, a cloud-based secure payment provider for the contact center. The partnership enables Serenova to offer an agent-assisted payment solution via the cloud for today’s customer focused organizations. Now even the most complex contact centers can have access to a fully-integrated, flexible solution designed to ensure their organization’s contact center agents are never exposed to sensitive payment and card holder data.
As the central hub of an organization’s customer interactions and data collection, the contact center is often seen as an area at the highest risk for data security. One simple mistake by a contact center agent can leave customer data vulnerable to a breach and ultimately, lead to costly and damaging repercussions to that brand. Combining Serenova’s CxEngage with Key IVR’s Agent Assisted Payment solution adds a layer of security to the payment stage of a customer interaction while allowing agents to still deliver efficient and effective customer experiences.
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"One of the fastest ways for an organization to lose loyalty to its brand is through a data breach of customer information," said John Lynch, CEO of Serenova. "By integrating Key IVR’s secure payment capabilities with our cloud contact center capabilities, organizations can now have the peace of mind that comes with providing the highest level of security to their customers when processing any type of payment. Our integration also empowers agents with the tools necessary to deliver real, tangible benefits to the customer."
"Organziations are facing unprecedented pressure to address the security risks of unprotected and confidential customer data," said Darren Wooding, CEO and CTO of Key IVR. "As data privacy and security is top of mind of today’s customers, it is imperative for organizations to have a solution that enables their contact centers to take the necessary steps to mitigate theft of sensitive customer data – whether intentional or not. The integrated solution provided by Serenova and Key IVR empowers our joint customers to protect both their contact center and their customers through a secured, automated payment solution."
Posted by Veronica Silva Cusi, news correspondent
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Serenova simplifies every aspect of the customer experience, from front office to back, to make life easier for you, your customers and your employees. Our customer-focused brands achieve brighter interactions, deeper insights, and more meaningful outcomes with Serenova’s always-on, highly secure, true multi-tenant and instantly scalable Contact Center as a Service (CCaaS) platform, CxEngage. Headquartered in Austin, Texas, Serenova has operations in California, Canada, the United Kingdom and Australia/New Zealand.
About Key IVR:
Key IVR provides secure cloud payment solutions to organisations and contact centres across the globe, protecting hundreds of businesses and their customers. Businesses can increase their revenue and conversion rate by taking PCI-DSS compliant card payments over the phone, with an automated IVR, on the web, via SMS or on a mobile app. We work with finance directors, heads of operations, managing directors, security and compliance officers, IT managers and accounts teams to discuss their business challenges and the how cloud payment services can bring tangible results to their organisation. Our reliable omni-channel SaaS platform is trusted by some of the world’s leading brands, processing over 1bn per annum and reducing the time it takes to collect payments. It is available 24/7 in 14 languages and integrated with all leading Merchants and Payment Gateways worldwide. Services are branded to suit your organisation to deliver excellent customer experience, with a range of options to work seamlessly with your existing systems, saving your teams’ valuable time.
Published: Friday, May 3, 2019
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