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News : VoiceBase Enables PCI Redaction for Freshworks’ Customer Contact Center through AI-Powered Voice Analytics Technology

#contactcenterworld, @voicebase, @freshworksinc

San Francisco, CA, USA, Dec. 18, 2020 -- VoiceBase, an AI-powered voice analytics provider, announced, Freshworks Inc., a customer and employee engagement software company is using VoiceBase to further enhance and protect the privacy of sensitive customer billing information. By redacting audio recordings through the VoiceBase stack of services, Freshworks is now able to automatically redact sensitive customer data and billing information across call center interactions while using the Freshcaller-Voicebase integration.

With VoiceBase’s PCI redaction capabilities in Freshcaller, Freshworks can expand its use cases into key verticals like healthcare and frontline services that require specific handling of sensitive data. "Our Freshcaller contact center solution helps businesses of all sizes handle their inbound sales and support calls. We are committed to delivering customer delight, with end-user privacy in mind," said Preethy Padmanabhan, Director of Product Marketing at Freshworks.

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VoiceBase is also happy to announce Freshworks as a new Technology Partner via the Freshworks Marketplace. The Freshworks Marketplace allows companies and developers to build apps that provide solutions to Freshworks customers. This VoiceBase integration for Freshcaller is available for download on the Freshworks Marketplace.

"Now more than ever, VoiceBase customers are seeing the benefits of working with a custom voice analytics solution, to improve overall customer experience and better understand the voice of the customer," said Jay Blazensky, Co-Founder and CRO of VoiceBase. "With these new work environments, it has been incredible to see how voice analytics has benefited these customers by enabling their employees to securely work from home and improve their overall customer service."

#contactcenterworld, @voicebase, @freshworksinc

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


About VoiceBase, Inc.:
Company LogoOur end-to-end speech analytics platform helps contact centers and brands increase sales conversions, lower AHT, and better understand their customers. With a mix of machine learning and voice analysis, our technology solutions "scan" every call and transform it into dashboard-ready insights.
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About Freshworks:
Company LogoFreshworks provides organizations of all sizes with SaaS solutions that make it easy for customer support, sales and marketing professionals to communicate effectively with customers for better service while also collaborating with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks' headquarters are located in San Bruno, Calif.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Know Your Stuff

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

Published: Monday, December 21, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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