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COOKIE PREFERENCE CENTRE Your Privacy Strictly Necessary Cookies Performance Cookies Functional Cookies Targeting Cookies YOUR PRIVACY When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer. STRICTLY NECESSARY COOKIES ALWAYS ACTIVE These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then. COOKIES USED ContactCenterWorld.com PERFORMANCE COOKIES ACTIVE These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site. COOKIES USED Google Analytics FUNCTIONAL COOKIES ACTIVE These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly. COOKIES USED Twitter Facebook LinkedIn TARGETING COOKIES ACTIVE These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites. COOKIES USED LinkedIn Save Settings This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties Cookie SettingsAccept Cookies * Events TO ATTEND * NEXT GEN (AMERICAS) LAS VEGAS, NV USA * NEXT GEN (EMEA) AMSTERDAM, NL * NEXT GEN (ASIA PACIFIC) CAIRNS, AUS * NEXT GEN (GLOBAL) LONDON, UK * Int'l Contact Center Week * Other Events * Awards TO WIN * GLOBAL TOP RANKING PERFORMERS * DREAM Team * Industry Champion - Individual and Corporate * Benchmark YOUR CENTER * Global Benchmark Study * Contact Center Exchange Program * Best Practice Conferences * Best Practice Awards * Buyers Guide * 2024 Guide * Advertise * TRAINING FOR YOU * Employee Engagement * What Drives You Crazy * TopPlace2Work * Rising Star * NEWS, TIPS & ARTICLES * News * Tips * Articles * Industry Research * Case Studies * Jobs Log InJoin Now * +Main * Tips * Articles * Jobs * Buyers Guide * Advertise * The Learning Academy * Industry Social Overview * Association Directory * +Events * NEXT-Gen Las Vegas (USA) * NEXT-Gen Amsterdam (NL) * NEXT-Gen Cairns (AUS) * NEXT-Gen London (UK) * International CC Week * Event Photos * +Awards * Global Top Ranking Performers * Overview * Categories * How to Enter * Winners List * FAQ * Judge / Sponsor * OTHER AWARDS * DREAM Team * Industry Champion - Individual and Corporate * +Benchmarking * Global Study * Exchange Program * Best Practice Conferences * Best Practice Awards * * +Tools * TopPlace2Work * Mobile App * What Drives You Crazy * Company Blogs * Submit Editorial * Demos and Tutorials * Feeds for Your Website * +SUPPORT * About Us * Contact Us * Feedback Us * Glossary * Link to Us * RSS Feeds * Sponsorship * Demo's and Tutorials * * +Groups BY INDUSTRY * Aerospace * Automotive * Banking / Finance / Credit * Charity / Not For Profit * Government * Hardware / Software / Tech * Healthcare / Pharmaceutical * Insurance * Manufacturing * Retail / Online Sales * Service Industry * Travel / Transportation / Tourism * Utilities (gas / hydro / power) * +Groups BY FUNCTION * Agent Zone * Association * Awards * Benchmarking * Best Practices * COVID-19 * CRM * Customer Experience * Executive Track * HR * Legal * Management * Outbound * Outsourcing * Performance * Quality * Social Media * Tactics & Strategy * Technology * Telecom * Training * Workforce Management Network X TELL A FRIEND X TELL A FRIEND! Share this page with your contacts and let them know you visit ContactCenterWorld.com I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide Send To Friends Post On My Wall I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide SHARE I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide SHARE I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide SHARE * 1 * 2 * 3 [HIDE] HERE ARE SOME SUGGESTED CONNECTIONS FOR YOU! - LOG IN TO START NETWORKING. MEMBER John Tschohl President Service Quality Institute 96 EXECUTIVE MEMBER Sefanaia Silimaibau Supervisor Quality Assurance & Trainer Vodafone Fiji 276 MEMBER Grace Heny Director 168Solution 2447 MEMBER Thamer Noori Director of Industrial Security and Safety Dept. Royal Commission of Yanbu 69 MEMBER Usaia Tukana Frontline Trainer Vodafone Fiji 10 MEMBER Chai Domingo Director, Contact Center RealPage Philippines 367 INDUSTRY RESEARCH : NAVIGATING THE INTERSECTION OF DATA AND PRIVACY IN THE AI REVOLUTION Share #contactcenterworld, @acquirebpo Author: Scott Stavretis, CEO, Acquire BPO The advent of artificial intelligence (AI) has heralded a new era of innovation and efficiency for contact center organizations. From personalized customer interactions to predictive analytics, AI-powered technologies offer unprecedented opportunities for organizations to enhance service delivery and drive business growth. However, amidst all the forward momentum, the importance of proceeding with data privacy and security in mind cannot be overstated. Data breaches and privacy violations are making daily headlines, ushering in an era where customers are more concerned than ever about their privacy and safety. As contact centers harness the power of AI to unlock insights from vast datasets, striking a balance between innovation and privacy protection has become a critical imperative. COMPLIANCE CONSIDERATIONS With the General Data Protection Regulation (GDPR) in Europe and similar regulations worldwide, including the California Consumer Privacy Act (CCPA), organizations are legally bound to uphold stringent data protection standards. Failure to comply with these regulations not only exposes companies to hefty fines but also erodes customer trust and tarnishes brand reputation. However, as AI continues to evolve, there is a growing concern that current regulations may become obsolete. Experts predict that within the next five years, we could see the introduction of even more stringent data privacy laws specifically tailored to AI technologies, fundamentally reshaping the way contact centers operate. This potential regulatory shift could force organizations to overhaul their data management practices and significantly impact their ability to leverage AI for business growth. Amidst these regulatory pressures, the challenge for contact center leaders lies in leveraging AI technologies while upholding data privacy principles. To navigate this complex landscape effectively, organizations need to adopt a proactive approach guided by best practices that prioritize privacy without stifling innovation. BEST PRACTICES Implementing robust data governance frameworks that encompass policies, procedures, and technologies can ensure responsible data handling throughout the customer lifecycle. By establishing clear guidelines for data collection, storage, processing, and sharing, contact centers can mitigate privacy risks and maintain compliance with regulatory requirements. Additionally, regular audits and assessments enable organizations to identify vulnerabilities and address potential gaps in their data protection practices. Unsurprisingly, transparency also remains a cornerstone of effective data privacy management. Contact centers should communicate openly with customers about the types of data collected, how it will be used, and the measures in place to protect their privacy. Providing individuals with greater control over their data, such as opt-in/opt-out mechanisms and consent management tools, fosters trust and empowers customers to make informed choices about sharing their personal information. In the pursuit of innovation, contact centers must also prioritize data minimization – the practice of collecting only the information necessary for specific business purposes. By limiting the scope of data collection to essential elements, organizations can reduce the risk of unauthorized access or misuse while respecting individuals' privacy rights. Anonymization and pseudonymization techniques can be employed to further protect sensitive data while retaining its utility for analytical purposes. Ensuring data privacy doesn’t stop in your own organization either. Collaboration with trusted technology partners who also adhere to industry standards plays a pivotal role in ensuring data privacy and security in the AI-driven contact center environment. By selecting vendors with robust data protection measures and regulatory compliance certifications, organizations can mitigate risks associated with third-party data processing activities. CREATING A CULTURE OF LEARNING As call center organizations navigate the evolving landscape of data privacy in the face of the AI revolution, a culture of continuous learning and adaptation isn’t just a suggestion - it’s a necessity. Investing in employee training and awareness programs equips staff with the knowledge and skills needed to recognize and respond to data privacy risks effectively. By fostering a culture of accountability and responsibility, contact centers can cultivate a workforce that prioritizes privacy protection in all aspects of their operations. Additionally, participation in industry forums and knowledge-sharing initiatives enables contact center professionals to stay abreast of emerging threats and best practices in data privacy management. The convergence of AI and data in the contact center industry holds immense potential for driving innovation and delivering superior customer experiences. But, this transformation can only be successful when it’s accompanied by a steadfast commitment to data privacy and security. By embracing AI best practices, and fostering a culture of transparency and education, contact centers can navigate the complexities of the AI revolution while safeguarding the trust and confidence of their customers. #contactcenterworld, @acquirebpo Share -------------------------------------------------------------------------------- About Acquire Business Process Outsourcing: Acquire BPO is a global business outsourcer with 7,000+ staff and 15-years’ experience in delivering deliver intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. They have delivery capability in Melbourne, Manila and Santa Domingo and their offices in Melbourne, Sydney, Dallas and Manila have onshore Project and Client Relationship Managers that work closely with clients to ensure a successful outsourcing transition. They collaborate closely with clients to understand their business enough to ensure the ongoing success of the program. Acquire is an entrepreneurial business that is experienced in working with their partners to solve real-life problems quickly. A genuine partnership approach is at the heart of what they do. Their teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business”. They are Safe – They are Flexible – They Innovate In addition to their Class A physical delivery locations, a comprehensive Work-from-Home environment operates across various countries. Their capability also includes back office processing automation and AI services. Acquire BPO is a consistent leader in IAOP’s Global Outsourcing 100 list, winner for Best People Strategy TODAY'S TIP OF THE DAY - A NICE TREAT Read today's tip or listen to it on podcast. RELATED EDITORIAL * Impact of External Events on Companies * Contact Centre Employees Who Homework Have a Better Work-Life-Balance * Engageware Releases Inaugural ‘Customer Engagement in Banking’ Report * Amazon’s Prices Lead To More Customer Dissatisfaction * Beyond The Point Of Purchase - A Look At Behaviors That Build Brand Loyalists * Staffing and Technology Challenges Continue to Plague Emergency Call Centers and Communities MORE EDITORIAL FROM ACQUIRE BUSINESS PROCESS OUTSOURCING * Navigating Cross-Border Challenges in Global Outsourcing * Acquire BPO Launches Acquire.AI to Propel Business Growth Published: Monday, May 27, 2024 Printer friendly version 2024 BUYERS GUIDE GET LISTED SPEECH TECHNOLOGY 1.) Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time. -------------------------------------------------------------------------------- 2.) Daisee Daisee Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-... (read more)Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-the-customer. Unlike legacy speech analytics providers that simply transcribe audio to text and use ‘word spotting’ (i.e building a database of synonyms for every use case - ‘angry’ and ‘manager’ as well as ‘upset’ and ‘supervisor’ and simply spotting for those words), the engine has proprietary use of its sentiment language – a University innovation developed at Daisee, resulting in far more accurate transcription, enabling derivation of the context of a conversation. The Programmable Scorecard™ scores every call, and automatically activates a workflow for low-scoring, high-risk calls in near-real-time so they can be immediately reviewed and remediated. As the solution is pre-trained out of the box, deployment is a matter of weeks, not months and there is no setup or professional services fees – just a straightforward SaaS based pricing model. Ensure 100% of your phone interactions are not only monitored but also analyzed and scored with high-risk calls triaged for fast review and remediation. -------------------------------------------------------------------------------- 3.) Eckoh EckohASSIST Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place. Menus are eliminated altogether and contact centres can use a single inbound telephone number. 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