Credit card security today is on everyone’s minds, especially given the recent breaches at major retail chains like Target (News - Alert) and Home Depot. When customers make purchases, they expect that their information will remain out of harm’s way and that the company with which they are doing business will do everything in its power to protect it. For call centers, it can be a challenge to ensure that these numbers are kept safe when submitted by phone or live chat. Luckily there are call center solutions out there to alleviate this challenge.
NetFortris, Inc., a cloud-based voice and data networking solutions provider, announced this week that it will be enhancing the security and efficiency of its call center solution for clients. The announcement was two-pronged. First, the company’s new Enterprise Contact Center solution will offer improved PCI (News - Alert)-compliant credit card security functionality, allowing consumers to use a secure virtual keypad to enter credit card information. In this way, both the actual credit card digits and associated tones are shielded from the agent so that the information is kept as private as possible.
"Skills-based routing has become essential as enterprise call centers are required to deal with a wider variety of call types, often across different languages and geographies," said Karen Salazar, vice president of marketing at NetFortris. "Our skills-based call routing is a powerful addition to our popular Contact Center solution. It enables customizable call-assignment strategies that can be used to improve customer satisfaction and call center productivity. Now, incoming calls can be easily routed to the most suitable agent, instead of simply the next available agent."
The second part of NetFortris’ announcement was the release of an intelligent multi-media queuing feature and improved skills-based routing capabilities. Just about every business and call center today is seeking to unify communications, which is why NetFortris’ solution will now combine voice, video (via WebRTC), instant messaging, email, SMS and social media into a universal queue.
Edited by Stefania Viscusi