Security and Usability in the Contact Centre

As businesses adjust to the changing regulations related to Notifiable Data Breach (NDB) in Australia and General Data Protection Regulation (GDPR), coming into effect on May 25 2018, in the European Union (EU). Contact Centres (CC) are working hard to ensure the environment they operate in complies with new regulations.

One of the challenges in the CC is to provide the representative with ample information to fulfil their task, while they are speaking to their customers, without breaching any regulatory requirements. The task for the representative is made difficult when they must work with multiple systems to fulfil the queries from their customers and some of the systems require manual navigation to perform simple tasks and are often not able to access the required information due to access restrictions.

To overcome the daily challenges of usability and security, a software layer can address those challenges. The software layer connects to multiple systems and provides an easy to use graphical user interface which accesses relevant data without compromising security.

Lake Corporation has been providing such software, XCalibur Desktop, since the late 1990’s. The current version interconnects with multiple backend systems via API’s and multi-media communication channels to make the task of the CC representative simple to fulfil. The benefit is the User Experience (UX) being further enhanced by working with a usable application which is also secure. The organisation can therefore be confident they are able to enhance their Customer Experience (CX) and meet the regulatory requirements such as NDB and GDPR.

Pushkar Taneja, Managing Director of Lake Corporation, is a strong advocate of ensuring Lake’s customers operate in a secure cyber environment. Pushkar is available to provide guidance to board members and senior management teams to implement best practices related to Cyber Security.

Contact: Pushkar Taneja

E: Pushkar.taneja@lakecorp.com.au

P: +612 9958 6166

Contact Centre Solutions | Cyber Security Specialist | Unified Communications | Outbound Predictive Dialers

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