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Millennial Specialty Insurance Expands Business and Increases Customer Satisfaction

NICE inContact

With 15 employees and seven contact center agents, the company has written 270,000 policies and generated over $48 million in premiums. Working with agent-partners rather than direct-to-consumer, MSI focuses on niche markets, primarily renters and condominium insurance for multi-family housing.

Insurance 137
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Why Compliance Recording and Quality Management Matter Beyond the Contact Center: The Importance of a Cloud-Based, All-in-One Solution

Calabrio

Sales teams need to document conversations around contracts, pricing, and negotiations for mitigating disputes and ensuring adherence to company policies. These departments face the same risks of regulatory penalties and reputational damage as contact centers if conversations are not recorded and securely stored.

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What is Call Quality Monitoring?

NICE inContact

Businesses monitor call-takers within their contact center for various reasons, including: Service consistency, such as adherence to quality standards or internal policies and procedures. Call recordings contain valuable insight on customer feelings, preferences and more! Legal and compliance reasons.

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MiaRec Now Offers AI-Driven Auto Redaction

MiaRec

To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings.

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7 signs you are stuck in customer experience survival mode

Talkdesk

You do not plan on having a WFH policy for your agents after the pandemic. According to Metrigy, less than 10 percent (7.6%) of respondents have decided not to continue with any WFH policy once the pandemic has ended, and more than a third (35.6%) are still evaluating.

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Detect and protect sensitive data with Amazon Lex and Amazon CloudWatch Logs

AWS Machine Learning

Amazon S3 is often used in conjunction with Amazon Lex for storing call recordings or transcripts, which may contain sensitive information. Making sure these storage buckets are properly configured with encryption, access controls, and lifecycle policies are vital to protect the stored data.

Data 124
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PCI Compliance in an Outsourced Customer Care Program: What Do You Need to Know?

BlueOcean

Essentially, your contact center partner needs a solution that meets the six key elements for compliance, including: • Secure Network. • Encryption. • Security Software. • Restricted Access. • Network Monitoring. • Documented Security Policy. Neither is it stored in your or your outsourcer’s software system or in call recordings.