March has been a busy month for events for our teams in the UK and US. Here’s a recap of two key exhibitions on either side of the Atlantic.
On March 18th, our North America team spent the week in Orlando, FL at Enterprise Connect with some of our key partners and industry peers. The event is one of the largest annual technology conferences in North America and helps businesses to maximize investments in communications and collaboration systems, software, applications and networks.
- Contact Centre is dominating the conversation. There are themes that we see across events like these each year. Lately, it has been AI and UC, but what do you keep hearing come up even in these conversations? Contact Centre. Whether it’s a conversation around technology, customer experience, or the vulnerabilities of organisations, Contact Centre recirculates as the topic that businesses have identified as an area of opportunity to improve efficiencies and security, and technology providers are listening.
- Voice isn’t dying, it’s being reinvented. Because of the increase in contact centre conversations, we’re seeing a surge in voice solutions from industry leaders. Our week at Enterprise Connect was packed with new product releases with an emphasis on voice being added to existing video or messaging solutions, and many services making the shift to the cloud. In a world of digitisation, we’re seeing that there is a sense of familiarity with speaking with the person on the other end of the line.
- Employees are your first customer. There were countless discussions around employee experience this week. Recognising that an employee who has been enabled with the mission and vision of the company, combined with the proper tools to execute their job to the best of their ability, is an unstoppable machine. Our team was thoroughly impressed with the conversations taking place from organisations looking to empower their contact centre agents, managers, and directors.
Last week our EMEA team attended Call and Contact Centre Expo in London.
Call and Contact Centre Expo is an opportunity to discover the newest technologies and advancements as well as learn the latest industry trends and developments and share best practice with other industry professionals.
We were pleased to be able to support our partners, 8×8; sponsoring their VIP networking event on the evening of the first day. And, as always, the two-day event was also an opportunity to meet new faces and demonstrate how we help organisations on their PCI compliance journey.
As part of the conference’s seminars, Tony Smith – PCI Pal’s EMEA Sales Director, presented ‘How Consumer Demand is Driving Compliance’ which detailed PCI Pal’s recent consumer research in the UK and US, analysing how data security is of growing importance to consumers who are evidently putting their money where their trust is.
We were honoured to have been announced, for the second consecutive year, as a finalist at the event’s awards in the ‘Security Solution of the Year’ category.
Our cloud-based Agent Assist solution is helping organisations to safeguard their contact centre payments and ensure that they are PCI compliant, and to be shortlisted for an award at the UK’s biggest event for the sector is an achievement we are all proud of.
Much like most of the events our team has attended recently, dominant topics in and out of the seminar halls were consumer preference changes and how these are forcing contact centres to adapt to suit as well as digital technologies, including AI and chatbots, and finding the right balance between technology and human interaction.
Of course, the right balance between technology and human is something we are all too familiar with here at PCI Pal. Consumers want the efficiency that digital technology can offer but also appreciate the familiarity of human interaction.
Solutions like Agent Assist ensure the right balance between technology and human interaction when processing Customer not Present (CNP) card payments, where the agent and customer can maintain a two-way communication throughout, even whilst the customer securely enters their payment details.
Ultimately, it is clear the industry is becoming increasingly aware that, when combined, human interaction and technology can provide superior customer experiences, improve processes and strengthen security.
Find out more about our PCI Compliance solutions here.