United States Nice Tender

Announced the results of a new research study which found that 91 of respondents believe increasing contact center compliance software investment should be considered a priority in the next year. 83 of contact center professionals also said their organizations efforts towards customer privacy and private data safety need to be improved.NICEs survey which focused on identifying the challenges of IT and Compliance professionals brought to light that 97 of those surveyed have at least one concern when it comes to their organizations ability to meet compliance requirements. These concerns ranged from the introduction of new regulations and growing threat of cyber-attacks to the increasing complexity of internal systems. When asked to identify the most important factor for improving contact center compliance 88 of respondents highlighted a need to improve proactivity and speed through better mechanisms to detect violations 26 better error prevention 23 improved visibility across different toolssystems 21 and quicker violation resolution 18. The survey also found that a quarter of the Contact Center IT staffs time is being invested in compliance-related activitiesA key conclusion identified by the research was that dedicated compliance solutions comprising analytics and automation will help contact centers optimize resources while empowering employees to ensure compliance and building trust among customers. Contact centers must protect the interests of their customers when it comes to their personal data said Barry Cooper President of the Enterprise Group for NICE. Ensuring compliance requires contact centers to navigate a maze of regulations standards and best practices which are becoming increasingly resource draining for IT and compliance professionals. Businesses must leverage analytics AI and automation to adopt a proactive approach uphold the trust of their customers and simplify their employees day to day tasks.