Sabio Blogs
Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.
The blogs do not necessarily reflect the current position held by Sabio. Please get in touch for our latest best practice, benchmarking and recommendations.
Barclays meets the compliance challenge with voice biometrics
Written by Ken Hitchen Wednesday, 22 May 2013When a major bank such as Barclays starts using voice biometrics to streamline the authentication process when clients call into the bank, it highlights the ongoing challenge organisations face when balancing their compliance and security requirements with the need to provide a good customer experience.
Voice is unfashionable but not dead - Avaya recognised by Analysts
Written by Mark Hamblin Monday, 13 May 2013Frost and Sullivan is a well-established industry analyst and have recognised Avaya for the 2012 EMEA Inbound Contact Centre Routing Systems Market Share Leadership Award. This includes:
- Portion of EMEA market in 2012 larger than combined share of two largest competitors
- Award recognises complete contact centre solution, making Avaya a solid choice and helping to retain and grow its customer base
- Accolade honours breadth of Avaya's product portfolio, which complements and integrates with its ICR systems
Taking call centre security to the next level at the Tower of London
Written by Alison Scott Monday, 13 May 2013When it comes to security it's hard to beat the Tower of London which has kept the Crown Jewels safe for over 650 years - despite numerous attempts to steal them!
Reporting back - Professional Planning Forum 2013 Conference
Written by Andy Gelband Wednesday, 08 May 2013What a fantastic conference!
What consumers really think about the complex security demands of today’s contact centres
Written by Ken Hitchen Wednesday, 08 May 2013In Avaya/Sabio sponsored research of some 2,000 UK consumers, the research agency asked people what they really felt about their experience when dealing with security processes in today's contact centres.