The artery of contact centers is real-time data: customer identifiers, interactions, transactions, and responses that live agents and increasingly automated voice, e-mail and Web applications capture and transmit. With the need to learn more about customers, and to meet their needs more effectively, comes the need to handle more data. How that data is managed: including accuracy, handling and processing is key to organizations’ success. That includes ensuring data security and privacy backed by a growing array of laws.
We approached leading enterprises representing a wide range of data solutions with questions about real-data management, including:
* Any potential data handling and bandwidth issues, including for at-home agents
* Energy consumption and environmental footprint
* Data security and privacy
* Data accuracy
Here is a selection of their responses:
LiveOps (www.liveops.com)
Paul Lang, Senior Vice President, Product Management
We feel that real-time data handling within contact centers is for the most part well-in hand. For home agents bandwidth needs to be factored in; there needs to be broadband connection and a dedicated telephone line to ensure quality service.
Privacy and data security are becoming paramount, and applications should be explicitly configured to exclude logging of sensitive information such as social security numbers or non-public personal information data. There is the ongoing need to regularly audit systems and data for compliance.
There are a number of standards that have been set as security benchmarks. These include PCI-DSS (Payment Card Industry Data Security Standard), Health Insurance Portability and Accountability Act and ISO 27001 and 27002.
Oracle (www.oracle.com)
Rich Caballero, Vice President, Service Products
The applications must be tuned and optimized to receive large amounts of data in real time. If not, the user experience degrades significantly as user-interface response times increase and the data is not refreshed in a timely manner. Properly engineered solutions will also reduce the network bandwidth and processing power required. Service organizations…