Compliance technologies and services roundup.As the contact center industry resigns itself to settling into compliance with the multitude of state and federal regulations passed last year, a new category of products and services has come into increased prominence. Contact centers today, particularly the centers that perform outbound work, are carrying a heavy burden of making sure their dialers are compliant, using third-party verification TPV (Third party verification) is a process of getting an independent third party company to confirm that the customer is actually requesting a change or ordering a new service or product. , recording calls, complying with caller I.D. restrictions and abandon rates and making sure they don't call a number on any of the federal or state do-not-call lists (all while maintaining their own internal rules and lists). There are two kinds of contact center companies today: those that are still desperately cobbling together their own patchwork of imperfect internal processes (these are the companies with the permanent migraine headaches Migraine Headache Definition Migraine is a type of headache marked by severe head pain lasting several hours or more. Description Migraine is an intense and often debilitating type of headache. ) and those companies that have sought the assistance of a professional organization in attaining compliance. For those contact center organizations falling into the former category but wanting to be included in the latter, the editors of Customer Inter@ction Solutions[R] have compiled the following list of companies that offer products and services in the compliance arena. We invite you to carefully peruse pe·ruse tr.v. pe·rused, pe·rus·ing, pe·rus·es To read or examine, typically with great care. [Middle English perusen, to use up : Latin per-, per- these companies' offerings if you are in the market for compliance technologies. [ILLUSTRATION OMITTED] 3PV--Third Party Verification Phone: 888-508-3PV1 Web: www.3pv.com Products: Martina Speech-Enabled TPV TPV Temporary Protection Visa (Australia) TPV Terminal Punto Venta TPV Third-Party Verification TPV Thermophotovoltaic TPV Thermoplastic Vulcanizate (thermoplastic elastomer) TPV Total Payment Volume , CRV CRV Curve CRV Crew Return Vehicle (NASA) CRV California Redemption Value CRV Cassa Di Risparmio Di Vignola (Italian bank) CRV Call Reference Value (telecommunications) Call Recording, Martina Voice Print Verifier 3PV--Third Party Verification offers speech-enabled, agent-assisted and ecommerce third-party verification (TPV) services, as well as call recording and voice-based biometric security solutions. Amcat Phone: 800-364-5518 Web: www.amcat.com Product: Amcat Intel NetMerge All Amcat Intel NetMerge systems are fully compliant with the new FTC FTC See Federal Trade Commission (FTC). TSR (Terminate and Stay Resident) Refers to a program that remains in memory when the user exits it in order that it be immediately available at the press of a hotkey. (Telemarketing telemarketing, the practice of selling goods or services to customers by means of the telephone or of surveying consumer preferences in telephone conversations. Sales Rule) regulations. Amcat systems provide comprehensive "do-not-call" features and relationships with the major "do-not-call" vendors. Amcat is also fully compliant with the new TSR legislation requiring specific drop rates and the ability to leave a recorded message when an agent is unavailable to take a successfully answered outbound call. With Amcat, businesses are better positioned to have the flexibility they require to operate outbound contact center activity successfully and in a compliant manner. CallCommand Phone: 877-862-6662 Web: www.callcommand.com Product: CallScan CallCommand, a provider of Web-based communication solutions to automotive retailers, offers CallScan On Demand, its "telemarketing compliance in a box" product. CallScan On Demand is positioned as a low-cost, easy-to-implement way of assuring compliance with the FTC, the FCC (1) (Federal Communications Commission, Washington, DC, www.fcc.gov) The U.S. government agency that regulates interstate and international communications including wire, cable, radio, TV and satellite. The FCC was created under the U.S. , state agencies and even company-specific list regulations regarding new do-not-call (DNC DNC Democratic National Committee DNC Democratic National Convention DNC Do Not Call DNC Delaware North Companies DNC Domain Name Commissioner DNC Direct Numerical Control DNC Do Not Change DNC Does Not Compute DNC Digital Nautical Chart ) legislation. Daily call volume makes it virtually impossible for most dealers to ensure full compliance from salespeople and service advisors. Yet, non-compliance can mean hefty fines and possible lawsuits. CallScan On Demand ensures compliance and provides protection with a complete reporting and monitoring system, all without the cost of additional hardware, software or the necessity to switch phone service providers. [ILLUSTRATION OMITTED] Call Compliance, Inc. Phone: 516-674-4545 Web: www.callcompliance.com Product: TeleBlock Call Compliance, Inc. has stated that its patented, multi-award-winning TeleBlock Do-Not-Call Blocking System is the first and only blocking product that automatically screens and blocks outbound calls--in real-time--against federal, state, third-party and in-house do-not-call lists within the network infrastructure of a participating telephone company via SS7 and IP technologies. There is no logging in A colloquial term for the process of making the initial record of the names of individuals who have been brought to the police station upon their arrest. The process of logging in is also called booking. or logging off required. A subscriber's agents and calling equipment simply access an outbound trunk and dial, and all numbers dialed are screened against their proprietary DNC database. If a dialed number appears in the database, then the call is blocked and a "restricted number" message is furnished. If the dialed number does not appear in the DNC database, then the call is processed accordingly. It is unnoticeable to the caller or calling equipment. Contact Center Compliance Corporation Phone: 866-362-5478 Web: www.dnc.com Product: various Contact Center Compliance manages do-not-call risk by providing a range of real-time, globally deployable DNC compliance products designed to provide complete federal and state DNC compliance, support for all vertical industry exemptions and rules, existing state and federal law-based business relationship support, internal DNC list support, DNC policy creation and fast fulfillment. Contact Center Compliance states it can help users get into compliance and safe harbor Safe Harbor 1. A legal provision to reduce or eliminate liability as long as good faith is demonstrated. 2. A form of shark repellent implemented by a target company acquiring a business that is so poorly regulated that the target itself is less attractive. for a fraction of the cost of doing it on their own. Digitlaks USB USB in full Universal Serial Bus Type of serial bus that allows peripheral devices (disks, modems, printers, digitizers, data gloves, etc.) to be easily connected to a computer. Recorder Phone: 203-227-4112 Web: www.usbrecorder.com Product: USB Recorder The USB Recorder allows users to avoid potential misunderstandings. Users can record important telephone conversations word-for-word directly onto their computers. The USB Recorder was designed to make it very easy: users install the software and plug the recorder into a USB port A USB socket on a computer or peripheral device into which a USB cable is plugged. See USB. on their computer. The Recorder is suitable for both home or office use. Gryphon Networks Phone: 781-255-0444 Web: www.gryphonnetworks.com Product: Gryphon Compliance Suite Gryphon Compliance Suite is positioned as a turnkey, real-time, network-delivered solution for complying with federal and state do-not-call laws. Using Gryphon's solution, companies need not purchase any equipment. Gryphon's customers are able to comply with all DNC laws and regulations, enhance agent and office productivity and simplify management of outbound campaigns. Noble Systems Phone: 888-866-2538 Web: www.noblesys.com Product: ATOMS Contact Center Suite, Predictive Dialing Solution (PDS (1) (Processor Direct Slot) A single expansion slot on certain, early Macintosh models that was used to connect high-speed peripherals as well as additional CPUs. Providing a channel directly to the CPU, the PDS coexisted with NuBus slots on some models. ) The Noble Systems contact center technology suite gives users a "fully equipped" compliance package that includes a comprehensive set of features and reports designed to directly address the new FTC regulations with the industry's most advanced toolsets. SER Ser serine. Ser abbr. serine SER smooth endoplasmic reticulum. Ser serine. Solutions, Inc. Phone: 800-274-5676 Web: www.ser.com Product: Call Processing In telecommunication, the term call processing has the following meanings:
SER Solutions' Call Processing System (CPS) is designed to be a reliable, proven, cost-effective call management system that combines workhorse work·horse n. 1. Something, such as a machine, that performs dependably under heavy or prolonged use: "the 50-year-old DC-3 ... predictive dialing with inbound and blended features to help keep companies competitive. Sivox Technologies, Inc. Phone: 630-424-9000 Web: www.sivox.com Product: SIVOX RealCall Using SIVOX RealCall dynamic simulations Dynamic Simulation is similar to a physics engine, the technology used in many powerful computer graphics software programs, like 3ds Max, Maya, Lightwave, and many others to simulate physical characteristics. , call centers can create immersive customer call simulations. Trainees learn from interactive customer call simulations how to handle calls in a fully compliant manner. If trainees do not use the appropriate, legally correct language, the on-screen on·screen or on-screen adj. & adv. 1. As shown on a movie, television, or display screen. 2. Within public view; in public. coach can prompt them for a better response. Simulation scripts can be completed by training center managers with little or no intervention from IT or programmers. The call center application programs are also replicated in simulation, ensuring that call center trainees are capturing and appropriately entering the correct data. Agent trainee performance can be graded on over 110 metrics, including application system performance and voice quality, allowing managers to review simulation voice recordings and system data entry. Stratasoft Phone: 800-390-1157 Web: www.stratasoft.com Product: StrataDial.VC2--Virtual Contact Center StrataDial.VC2--Virtual Contact Center works seamlessly with Call Compliance Inc.'s TeleBlock system. StrataDial.VC2 provides customers with the following telephony applications: outbound predictive dialing; inbound automatic call distribution; voice mail and auto-attendant; speech recognition and text-to-speech; Web-based text chat; e-mail management and routing; fax on demand; an interactive voice response system and rapid application development tools. VoiceLog Phone: 301-230-2129 Web: www.voicelog.com Product: VoiceLog VoiceLog offers recording solutions to help companies meet the FTC Telemarketing Sales Rule (TSR), as well as protect them from other legal concerns. VoiceLog can help their clients with legal issues such as express verifiable authorization, free trial to pay with pre-acquired account information, electronic signatures, proof (and monitoring) of compliance and dispute resolution. The Welch Group Phone: 719-272-4032 Web: www.thewelchgroup.com Services: compliance services, dialer testing The Welch Group will perform an in-depth, confidential compliance review of a company's current practices and validate if its dialer is conforming to the current regulations. Companies need to know where they stand, and they cannot afford to ignore these federal regulations. The Welch Group can also help companies develop the operational process to enhance compliance at all levels. The group has made understanding these regulations inside and out its business, taking an in-depth understanding of predictive dialers An automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up , both technically and practically. The Welch Group can provide customers with operationally sound processes to help them comply with these regulations. Witness Systems Phone: 888-3-WITNESS or 770-754-1900 Web: www.witness.com Product: eQuality ContactStore, eQuality ContactStore for IP, eQuality ContactStore Plus eQuality ContactStore and eQuality ContactStore for IP were designed to capture agent/customer voice and data interactions from both traditional and IP telephony The two-way transmission of voice over a packet-switched IP network, which is part of the TCP/IP protocol suite. The terms "IP telephony" and "voice over IP" (VoIP) are synonymous. environments. The flexible system records 100 percent of customer contacts. The solutions are designed for organizations with high-volume recording and compliance requirements Compliance requirements are a series of directives established by United States Federal government agencies that summarize hundreds of Federal laws and regulations applicable to Federal assistance (also known as Federal aid or Federal funds). , as well as for sales verification purposes. eQuality ContactStore Plus is a single solution for capturing customer intelligence from both a full-time compliance recording and selective and business-driven recording perspective. eQuality ContactStore Plus brings the functionality of eQuality ContactStore and eQuality Balance together, enabling users to record 100 percent of customer interactions and then proactively organize them, based on business rules they define, into designated contact folders. If you are interested in purchasing reprints of this article (in either print or HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. format), please visit Reprint reprint An individually bound copy of an article in a journal or science communication Management Services online at www.reprintbuyer.com or contact a representative via e-mail at reprints@tmcnet.com or by phone at 800-290-5460. For information and subscriptions, visit www.TMCnet.com or call 203-852-6800. |
|
||||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion