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Posts Tagged ‘compliance’

Using CIM Systems for Regulatory Compliance

July 28th, 2015

The list of rules and regulations covering contact centre operations seems to be continually growing, with potentially significant fines for any breaches that occur. Scripting has a major part to play in ensuring that your agents not only act the right way and say the ‘right thing’, but also allows management to produce compliance reports that demonstrate that adherence is being achieved.

Retaining customers’ personal financial details safely and securely is an onerous task. The major credit card companies have become so concerned about credit card theft that they have produced an international standard (The Payment Card Industry Data Security Standard) that all organisations that handle credit card information must implement. This specification is complex (a 75-page requirements document and numerous supporting documents), and implementing it within the contact centre environment is a major project for any business.

While the Payment Card Industry (PCI) specifications are involved, Customer Interaction Management (CIM) systems can be used to help meet vital parts of these requirements.

This document presents an overview of the PCI standard and how modern CIM systems can be used to help achieve compliance.

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CallScripter Solution Now Rated “Avaya Compliant”

August 29th, 2013

  • Browser-based agent scripting application is compatible with key Avaya contact center solutions
  • Helps businesses increase agent productivity, enhance quality and ensure compliance while simultaneously improving the experience for customers and agents alike

IPSWICH, United Kingdom – CallScripter, a leading contact centre scripting software solutions provider, today announced that its browser-based agent scripting application, CallScripter Release 4.5, is compliant with the major contact center solutions from Avaya, a global provider of business collaboration and communication software and services.

The CallScripter application helps companies increase agent productivity and reduce average handling time. It provides the agent with an interactive script infrastructure that caters to the caller’s needs, wants and requirements. The workflow model and scripts are built to empower the agent with knowledge and data sources to perform tasks efficiently and successfully. The application is now compliance-tested by Avaya for compatibility with Avaya Aura® Communication Manager 6.2, Avaya Proactive Contact 5.1 and Avaya Programmable Gateway 230 Release 15.3.1.

“We are delighted to have completed this important compliance milestone, which demonstrates our commitment to add value and functionality to Avaya’s products by achieving interoperability with Avaya Proactive Contact 5.1,” said David Everett, Divisional Managing Director, CallScripter. “Avaya’s customers can now benefit from a browser-based agent scripting application that provides them with all the features needed to equip advisers with the tools to drive a quality service to customers.”

CallScripter is a Technology Partner in the Avaya DevConnect program—an initiative to develop, market and sell innovative third-party products that interoperate with Avaya technology and extend the value of a company’s investment in its network.

As a Technology Partner, CallScripter is eligible to submit products for compliance testing by the Avaya Solution Interoperability and Test Lab. There, a team of Avaya engineers develops a comprehensive test plan for each application to verify whether it is Avaya compatible. Doing so enables businesses to confidently add best-in-class capabilities to their network without having to replace their existing infrastructure—speeding deployment of new applications and reducing both network complexity and implementation costs.

“Technology partners like CallScripter are helping Avaya enhance their solution offering to drive customer service excellence,” said Eric Rossman, vice president, Developer Relations, Avaya. “CallScripter’s application helps companies simplify complex agent scripting, driving efficiency and consistency to their business processes.”


Additional Resources
www.avaya.com/devconnect
www.devconnectmarketplace.com


About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information, please visit www.avaya.com.


About
CallScripter
CallScripter is the market leading contact centre scripting software solution internationally, designed to maximise contact centre productivity while improving agent and business efficiency. With over a decade of experience, CallScripter is dedicated to providing unrivalled best of breed solutions to modern contact centres around the globe.