Ten benefits of a hosted PBX (private branch exchange) telephone system

According to Ofcom, mobile phone take-up per household overtook fixed telephone lines as long ago as 2006, and now VoIP telephony (internet-based) is similarly supplanting traditional ISDN fixed lines in the business world. Beneficial for businesses large and small, a private branch exchange (PBX) system, delivered as a hosted, cloud-based service, builds on this IP-based […]

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Keys to a successful PCI DSS project

Considerations for vendor selection The choice of supplier for your PCI DSS solution is critically important to the success of your project. A good fit for your business helps ensure a relatively smooth journey. Solutions which are intuitive ease the learning process, foster the sense of the project being an improvement, and contribute to organisational […]

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UK regulation of outbound telephone marketing scores another own goal

As you may have seen in the news, the law regarding outbound direct marketing calls has changed. Currently one in five outbound direct marketing calls is from an anonymous or withheld number, something that became illegal from 16 May 2016.  UK registered companies that flout the revised regulations could be subject to penalties of up to £2.5 […]

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Five ways to reduce queuing time in your contact center

Customers generally hate waiting on hold, and the longer that they have to hold the more chance there is that they’ll abandon the call. High call abandon rates are never good but they’re particularly problematic if your business is running any kind of inbound marketing campaign when every call abandoned can mean lost business. Even […]

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How can my contact center become PCI DSS compliant? A check list of considerations

After three years of discussion, a new EU Data Protection Framework has been agreed. The new General Data Protection Regulation (GDPR) replaces the current Data Protection Directive. Whilst it won’t come into force for a couple of years, it’s important that your organization starts preparing now, as it will have a very substantial impact on all entities that […]

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Porting reality – the real deal behind UK telephone number portability

A porting primer for users of UK geographic and non-geographic telephone numbers All UK numbers are issued in ranges by Ofcom to Communication Providers (CPs). Numbers generally begin ‘0’, and ranges are generally of 10,000 numbers, but certain numbers are issued in ranges of 100,000 numbers and some of 1,000 numbers. Numbers beginning ‘1’ are […]

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12 New Year’s resolutions for your contact center

Tips and ideas for 2016 based on new features and developments of Syntec’s integrated contact center systems   Cloud contact center management innovation Effectively track call outcomes – Using Syntec’s AgentCall contact center management system, your agents can mark the outcome of each telephone call they handle using the call history tab, either during or after […]

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10 key developments for contact center managers in 2016

Companies need to consider making the move from a multichannel to an omnichannel approach It’s becoming more commonplace now for organizations to engage with customers through multiple channels. You have your call center and for most customers, talking to a live agent is still the best way to get the result they want (and many […]

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PCI DSS compliance in contact centers – webinar recording

Improving customer trust and descoping from the regulations This webinar video will tell you everything you need to know about securing customer payments by phone in your contact center. You’ll also discover how our CardEasy secure keypad payment system enables you to de-scope your contact center from PCI DSS regulations by keeping the sensitive card data away […]

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How to make IVR payments (and your call center) PCI DSS compliant

Let me start with an important distinction here first. If you want to take payment over the phone via an automated IVR system without call center agents involved, then it’s correct to talk about this as ‘an IVR payment system’.  But if it’s compliant card payments between customers and call center agents that you are […]

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