The world of corporate communications has been changing significantly over the past decade with the emergence of VoIP and growing take-up of cloud telephony platforms. According to Frost & Sullivan, around a third of all…

Within Microsoft Teams end-users have the ability to record a call or a meeting by simply clicking on the record button. This is what Microsoft calls Convenience Recording, the ability for an end-user to instigate…

Microsoft Teams Call Recording Microsoft Teams is rapidly becoming the collaboration platform of choice for many organisations both large and small. It not only enables internal teams to collaborate, but through its ability to seamlessly…

More and more organisations are making the switch to cloud telephony in the form of both UC as-a-Service (UCaaS) and Contact Centre as-a-Service (CCaaS). The 2020 Pandemic has been a key driving factor, with organisations…

For contact centres 2020 has certainly been a challenging time. As the pandemic took hold, many organisations were forced to transition agents to home working and as we continue to operate in uncertain times, contact…

It is somewhat ironic that having recorded calls for many years for regulatory compliance, you now face a very real risk that these legacy recordings are non-compliant. Over recent years legislation regarding the capture, retention…

Financial Markets organisations are under growing pressure, across a myriad of fronts. Subsequently, there are significant benefits and reasons for these organisations to be using analytics in today’s world of regulatory reform and big data.…

For any organization, understanding and identifying vulnerable customers in a contact centre can be crucial for customer retention, preventing any risk of damage to these customers or the organization’s own reputation. However, customer vulnerability can…

Liquid Voice has announced the immediate availability of an innovative new solution that will help organisations to comply with GDPR which comes into effect in May 2018. It fully integrates into the Liquid Voice platform or…

Cloud based services and omni-channel digital contact solutions have been marked as the future of contact centre interaction, and recent reports indicate that future is fast approaching. The term omni-channel is used to refer to…

While the implications of PCI DSS are broad, it can be brought into sharp focus as follows: no organisation taking card payments can retain sensitive authentication data, in any format, whether encrypted or not. Sensitive…

The obligations that PCI DSS compliance places on organisations taking card payments are very clear: it is a breach of PCI DSS for any organisation to retain sensitive authentication data, in any format, whether encrypted…