How to Drive Compliance Within the Contact Centre

To be truly effective, the cloud contact centre tools that agents use must all converse to paint the end-to-end customer journey, and be multi-channel. Compliance is a broad reaching term in the context of contact centres. Where do you start? It encompasses so many regulatory bodies; FCA, Ofcom, PCI DSS, TCF, SRA, Client Quality Assurance, … Continued

Ofcom Threatens to Clamp Down on Silent and Abandoned Calls

Ofcom has powers to take action if a person ‘persistently misuses an electronic communications network or service, most commonly manifested in the current 3% abandon rate limit that is imposed on UK contact centres for daily dialling. The consultation ending on 24th February 2016 will seek to determine which of the following new measures Ofcom … Continued

SSL Security Management Software & International Growth

John Thomson, director of Genius PPT Limited, talks in this blog about plans for our innovative software tools that have taken the Genius cloud software suite into international markets. John talks about what inspired the creation of Genius, including a focus on our unique software tool DIMS which allows companies to identify and catalogue all … Continued

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