Semafone presents Intelligence + to equip contact centers with actionable analysis of payment transactions

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BOSTON & GUILDFORD, England – (COMMERCIAL THREAD) – Semafone®, the leading provider of multi-channel data security and compliance solutions for call and contact centers, today announced Intelligence +, an all-new real-time data analytics offering, integrated with its payments solution award-winning and patented telephone – Cardprotect Voice +.

Intelligence + ensures that Cardprotect Voice + customers have access to meaningful real-time data from calls and payment transactions as they occur in the contact center. With advanced analytics capabilities beyond those of standard business intelligence tools, Intelligence + can provide customers with valuable and deeper insight into the performance of their payment platform. Customers can choose to receive all of their raw data from the Cardprotect Voice + platform to define and run data reports for specific durations, from 24 hours to 90 days and beyond, or any interim period. This feature allows customers to add the data to their own database management system (DBMS) and completely customize reports, with complete flexibility to change the appearance and reporting periods.

“Today, data is the fuel organizations need to be successful, and this is especially true for the contact center,” said Gary E. Barnett, CEO of Semafone. “With Intelligence +, customers can see their contact center call activity on our Cardprotect Voice + platform and quickly turn that data into useful, actionable information that improves call center performance, while securing transactions. secure, compliant and transparent payments. ”

Intelligence + complies with industry regulations such as Payment Card Industry Data Security Standard (PCI DSS), European Union General Data Protection Regulation (GDPR), HITRUST Standards and future California Consumer Privacy Act (CCPA). Strict adherence to these regulations and industry standards ensures better protection of consumers’ personally identifiable information (PII), significantly reducing the risk for an organization of a brand-damaging data breach, while providing an agent and customer experience. frictionless.

With Intelligence +, customers benefit from the following main advantages:

  • The ability to query data, develop and generate a standard set of reports to help educate contact center management on business strategy and where to maximize resources.

  • Better information on call handling – including the ability to view the percentage of successful payment transaction calls at particular times of the day, allowing sales and marketing campaign managers to gain accurate insight into optimal times to execute marketing and / or debt collection campaigns with a pay-to-action call.

  • The ability to import raw data into the customer’s preferred business analysis system, for integrated reporting with all existing data.

  • Fully customizable appearance of dashboards to fit a client’s brand specifications.

  • Information on Average Handling Times (AHT) to improve call duration and efficiency.

  • First call resolution information to help reduce call transfers.

With real-time actionable data, Intelligence + can enable contact center managers, as well as sales and marketing campaign managers, to improve business success, provide a better working environment for agents, reduce agent turnover and increase customer satisfaction with a positive brand experience.

For more information about Semafone, please visit: www.semafone.com

About Semafone

Semafone provides pure cloud, hybrid cloud and on-premise solutions to contact centers and all companies accepting payments; allowing them to securely collect personal data across all channels, including phone, online chat, social media, email, SMS, QR codes and more. Semafone’s patented data capture method collects sensitive information such as bank or bank details and social security numbers directly from the customer for processing. This prevents personal data from entering the business and IT infrastructure, which protects against the risk of fraud and associated reputational damage, ensuring compliance with industry regulations such as PCI DSS. Semafone’s suite of solutions creates a seamless omnichannel experience that increases sales conversion rates and boosts customer loyalty, while simplifying compliance.

The company was founded in 2009 and today supports clients in 26 countries on five continents. Semafone is vertically agnostic and its large customer base includes companies such as Aviva Canada, Amica Mutual Insurance, British Sky Broadcasting, Pethealth, Rogers Communications, Santander, Sutter Health and TVG.

The main investors of Semafone are Octopus Ventures and BGF (Business Growth Fund).

Semafone has achieved all four major security and payment certifications: ISO 27001: 2013, PA-DSS certification for its Cardprotect payment solution, PCI DSS Level 1 service provider, and is a Visa Level 1 registered merchant agent. To learn more, visit www.semafone.com and follow us on LinkedIn,Twitterand Facebook.



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