Letter from the CEO
The Payments Challenge: Securing Sensitive Data,
Reducing Risk Exposure, and Serving Up a Great CX
Identity theft had a banner year in 2016, hitting a record 15.4 million Americans
— up 16 percent from 2015, according to the 2017 Identity Fraud Study from
Javelin Strategy & Research. Credit card fraud is one slice of the identify theft pie,
but it’s a very expensive one. Putting a price tag on that piece is no easy task,
but the Nilson Report estimates that losses for 2016 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. While data from the Federal Reserve 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
While data security
the risk of fraud may be, no one wants to be the
is mandatory for
victim of having their hard-earned money stolen
PCI Compliance,
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 center industry.
Consumers want to have the peace of mind
that the companies with which they do business
are safeguarding their sensitive data. And not
protecting data can be costly for companies.
Noble Secure Payment Assist is a new tool for
protecting data and reducing risks, while improving
the customer experience (CX).
it’s also an integral
part of the customer
experience. Noble ®
Secure Payment Assist
allows contact centers
to manage customer
payments safely and
efficiently, with the
convenience of having
an agent on the line to
provide assistance.
”
Secure Payment Assist utilizes 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, organizations can
eliminate PCI scope, reduce the risk of fraud and theft, lower costs, improve
agent workflows, and create a better customer experience.
Where Will Today's New
Technologies Take Your
Contact Center?
In my last posting, we looked at
James K Noble, Jr
five trends that experts believe will
lead contact center technology
markets in 2017. ContactBabel’s “2016 US Contact
Center Decision Makers Guide” asked participants
to consider 25 technology solutions, and to choose
the five most important areas of IT expenditure
in their contact center 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 recognize some of those users with
our SNUG Innovations Awards. We were honored
to announce this year’s Americas region winners in
April at the SNUG 2017 conference in Clearwater
Beach. (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 organizational
efficiencies by centralizing services on the
Noble Enterprise blended platform, and
improving the patient experience.
• Tidewater Finance Company for 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.
Continued on page 3...
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. We’ll be
sponsoring PACE West meetings from June through
December, so if you’re a chapter member, we
hope you’ll join us. And of course, we’re always just
a phone call away (1.888.8.NOBLE.8) to engage
with your account manager.