#contactcenterworld, @SerenovaShine, @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."

#contactcenterworld, @SerenovaShine, @key_IVR

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.prweb.com