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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.

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 - Motivation & Charity Work

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

Published: Monday, December 21, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
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!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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