Reduce risk and limit PCI scope by moving payment transactions outside of the data center.
Metaphor SecurePay is a patent pending PCI-compliant service that provides a safe payment transaction platform outside of your contact center.
It allows agents to accept payment transactions while assisting customers on the phone—without ever coming into contact with payment data.
SecurePay eliminates the burden of PCI compliance and allows you to freely monitor and coach your agents.
When customers call customer service they expect to be able to make financial transactions, whether it’s to pay an outstanding bill or cover the difference for a higher priced exchange item. An inability to process these payments reduces potential revenue and impacts the customer experience. However, processing financial transactions in the contact center exposes the organization to considerable risk. In this white paper, we offer an alternative approach to processing financial transactions that improves customer service and minimizes the risk posed to the organization.
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Automate interactions for efficient and personalized customer self-service
Improve the customer self-service experience with mobile web and SMS interactions.
Motivate and empower your contact center workforce to achieve more
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Contact center turnover rates have historically been high. Couple that with the spike in attrition rates across the country (and the world), and the problem becomes even more serious. What is causing the increasing agent churn? First is the U.S. job market, with rising job numbers and a decreased unemployment rate. These factors create more opportunities for agents...
Contact center agents have been under a lot of pressure since the pandemic began. They’ve had to deal with increasingly unruly customers, and most have been asked to adapt to virtual working environments. All of this has led to high rates of agent turnover, and as a result, many organizations are taking action to improve agent engagement and...