Call centers are under attack by fraudsters. In the latest Call Center Commerce Tracker, PYMNTS examines the latest strategies for fighting back, including voice authentication and anti-spoofing techniques. Plus, Michael Kropidlowski of Aspect tells PYMNTS how masking tools are helping to mitigate one of the...
Call center service providers are increasingly automating their processes to speed up their payments acceptance, while reducing associated costs. Debt collection agencies, for one, increased their use of interactive voice response (IVR) by 8 percent over the last year. However, as call centers are upping...
While consumers are able to contact companies through digital channels, some still like to make a traditional phone call every once in a while and talk to a human representative. The call centers set up to handle their questions or reservations, however, are evolving. With...
September 21, 2018
Governments may not be known for keeping up with cutting-edge technology, but that doesn’t mean they don’t take note of the trends — especially when it comes to tools for collecting revenue. With the global speech-based interactive voice response (IVR) software market predicted to rise at a compound annual growth rate (CAGR) of 12.1 percent […]
July 13, 2018
Call center service providers are increasingly automating their processes to speed up their payments acceptance, while reducing associated costs. Debt collection agencies, for one, increased their use of interactive voice...