HoduSoft

Contact and Call Centers have become a rich source of sensitive information, especially financial ones like debit and credit card numbers. Given that they are the primary channel via which customers' queries are addressed and sensitive data is shared, companies must invest in a stellar Contact Center Software . Most call centers engage with their customers through the internet because this method helps them in streamlining their operations. While this operational process increases  call centers’ productivity, it also exposes them to a variety of security vulnerabilities. In this article, we've gathered a list of a few critical security threats that Contact and Call Centers may face. Read on to find out what these Call Center Security threats are, as well as how you can safeguard your business from such attacks using new-age solutions!  Telephony Denial-of-Service Attacks (TDoS) TDoS is a type of attack in which attackers make a large number of calls to a call center, cau...

Artificial Intelligence (AI) has intertwined itself with our daily lives. Be it talking to chatbots or displaying ads about topics you have been talking to your friend, businesses have leveraged AI to its optimal potential. Contact centers are no exception. Contact center software solutions are using  AI to streamline calls and maximize agent productivity. However, there is no way AI can replace human agents in contact centers. Here are 4 reasons to say so. Consumer preference: Chatbots in contact center software may answer FAQs. But would you like to talk to a chatbot? Most consumers don’t. To be precise, 83% of people would prefer a human agent to chatbots. Consumer demand is a dicey factor that businesses can’t neglect. So, if consumers are demanding human agents, there is no way businesses can fruitfully replace humans with contact center AI . Lack of emotion and empathy: No matter how much AI in cloud contact center software may develop, it won’t provide the level ...

Today, the contact center software is the foundation of customer service. They assist in   answering customer queries and handle complaints. They are also the first point of contact for potential scams and frauds, so you need to be vigilant at all times. According to a recent Pindrop Security survey published by American Banker , there has been a 30% spike in phone fraud and the numbers are rising day by day.  A contact center is a company's core  customer-centric department that handles inbound and outbound calls, chats, and other forms of communication. It is an integral part of the company's efforts to ensure exceptional customer experience, and also the first point of contact with customers. So it needs to be protected from fraudsters. There are many reasons why contact center frauds happen, but the most common ones are: Customer dissatisfaction with a product or service Unethical agents resorting to fraud Employees details compromised Lack of robust a...