Letter from the CEO
The Payments Challenge: Securing Sensitive Data,
Reducing Risk Exposure and Serving Up a Great CX
Identity theft hit record numbers in the UK in 2016 – with almost 173,000 incidents,
the highest level since records began 13 years ago (Cifas - bbc.co.uk) . Credit
card fraud is just one slice of the identify theft pie, but it's an expensive one.
The Nilson Report in the USA estimates that 2016 losses topped $24.71 billion, a
12% increase over the previous year. And card-not-present fraud represents a
growing portion of that slice, jumping 40%.
Those numbers can be daunting. Whilst data from the Federal Reserve in the
US shows that credit card fraud only impacts a fraction of one percent of all
purchases made with credit cards, it represents one of the biggest concerns
among consumers. This can be attributed to the wide-spread publicity
surrounding fraud, building ‘worst-case’ scenarios that play out in people’s
minds. Regardless of how small the risk of fraud may be, no one wants to be the
victim of having their hard-earned money stolen by criminals.
Given these statistics, securing credit card and payment information is
more critical than ever, and improving data security is a leading initiative
throughout the contact centre industry.
Consumers want to have the peace of
Whilst data security
mind that the companies with which they
is mandatory for
do business are safeguarding their sensitive
data. And not protecting data can be
PCI Compliance,
costly for companies. Noble Secure Payment
it’s also an integral
Assist is a new tool for protecting data and
part of the customer
reducing risks, whilst improving the customer
experience. Noble ®
experience (CX).
“
Secure Payment Assist
Secure Payment Assist utilises Noble's
patented technologies for agent-assisted
transactions to help companies manage
payments in a protected environment. Using
automated tools with touch-tone and data
masking, organisations can eliminate PCI
scope, reduce the risk of fraud and theft,
lower costs, improve agent workflows and
create a better customer experience.
allows contact centres
to manage customer
payments safely and
efficiently, with the
convenience of having
an agent on the line to
provide assistance.
”
Where Will Today's New
Technologies Take
Your Contact Centre?
In my last post, we looked at
James Noble
five t rends t hat e xperts believe
will lead contact centre technology markets in
2017. ContactBabel’s “2016 UK Contact Centre
Decision Makers Guide” asked participants to
consider 25 technology solutions, and to choose
the five m ost i mportant a reas o f I T expenditure
in their contact centre within the next two years.
Not surprisingly, their results largely followed along
the same lines. The top 10 categories included:
Omnichannel, CRM/Agent Desktop Software and
Automation, Workforce Management, Performance
& Quality Management, Back-office Integration,
Homeworking, Web Chat and Email and Recording
and Analytics.
At Noble, we work with a number of companies
that are on the leading edge of these technologies.
Each year, we recognise some of those users with
our SNUG Innovations Awards. We were honoured to
announce this year’s Americas region winners in April
at the SNUG 2017 conference in Clearwater Beach,
Florida. (EMEA and APAC winners will be announced at
their regional events later this year.)
• Dollar Financial Group for accomplishments
in regulatory compliance using the combined
force of Noble’s patented Compliance
Appliance ™ and the powerful Noble ® IQ data
and speech analytics suite.
• Hair Club for dramatically improving right
party contacts and reducing telecom costs
with the strength of Noble CallTech ™ to build
more effective contact strategies.
• SCL Health for increasing organisational
efficiencies by centralising services on the
Noble Enterprise blended platform, and
improving the patient experience.
• Tidewater Finance Company for their
achievements in providing critical feedback
to help Noble develop new QA features, and
for early adoption of the Noble Composer
Omnichannel Multi-session Agent desktop.
The summer is a busy season for tradeshows, and
we look forward to seeing you at these industry
events, where our brand ambassadors can help you
navigate the newest technologies and see what
new opportunities they offer. Visit our website for a
full listing of where you can find us. And of course,
we’re always just a phone call away to engage with
your account manager.
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