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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
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...
Most contact centers have been optimizing the customer experience for years. They’ve started offering a more robust omnichannel experience, allowing customers to engage with them in myriad ways and enabling agents to provide proactive service efficiently and effectively. One thing still hasn’t been enough of a focus, though: agent engagement. But for contact centers...
When contact center agents are engaged, they can better help and satisfy customers. But it can be hard to figure out exactly how to consistently foster and cultivate agent engagement. One of the most powerful ways to do this is with technology. An advanced tech stack can bolster agent retention and morale and increase contact center efficiency. The...
