Data analytics platform supports more products with additional metrics designed to further optimise contact centre performance and compliance
BOSTON, MA & GUILDFORD, UK – March 16, 2021 – Semafone®, the leading provider of data security and compliance solutions for call and contact centres, today announced availability of the next generation of its data analytics platform – Intelligence+; providing its customer base with continued best-in-class reporting capabilities and ease of compliance with increasingly complex regulations. With this new release Semafone continues to stay ahead of industry challenges by offering technology solutions designed to provide a superior, frictionless customer experience.
Designed to optimise contact centre performance through the delivery of actionable data, the new features of Intelligence+ provide further support for contact centre leaders to gain insights, drive improvements and plan for the future. Building on the intuitive, real-time dashboards, the latest iteration of Intelligence+ provides an expanded set of customisable data analytics and transactional insights, including:
- Metrics and insights for calls and payments utilising Semafone Speech Recognition
- Metrics and insights for bank details collection using Bankprotect Voice+
“Over the past year, the contact centre industry has been forced to transform nearly overnight, accelerating ongoing digital transformation efforts and bringing to light areas that require support from technology,” said Gary E. Barnett, Chief Executive Officer, Semafone. “This next generation of Intelligence+ enables contact centre leaders to advance their digital transformation journeys, while alleviating the burden of compliance and securing payments & bank data. Further, Intelligence+ offers enhanced insight into monitoring and enables business efficiencies.”
With numerous industries relying heavily on contact centres, the ability to view key analytics such as the percentage of calls with a successful payment transaction is invaluable. Intelligence+ ensures that customers have access to meaningful, real-time data from calls and payment transactions, granting Semafone customers deeper insights into their payment platform performance. Users will have the ability to query data and develop and generate custom reports on a timeframe that works for their business. The data and reports provide access to information designed to empower contact centre management, improve upon strategy, and maximise resources. Additionally, Intelligence+ is fully compliant with the latest data security regulations and standards, including the PCI DSS, GDPR, HITRUST, and the California Consumer Privacy Act.