Insights2018-07-02T12:05:46+00:00

The many faces of money laundering today

The many faces of money laundering today The financial crime landscape is nuanced, with twists and turns. The growing gig economy adds its own layer of complexities to this cliff hanger, creating hitherto unimagined opportunities for criminals to launder money.   The gig economy’s agile ecosystem with shorter work contracts [...]

Can blockchain transform healthcare?

If you have ever availed a healthcare service of any kind, you know that you are not the owner of your personal health data. Your health record is often, if not all the time, generated, accessed, updated, shared, and maintained by a number of healthcare providers and payers including hospitals, [...]

Chatbots in the new workplace

There are many debates surrounding chatbots. Are chatbots killing customer service? Can they really solve complex contextual problems? Can you train a bot towards the kind of emotional intelligence that is required to provide mental health counseling? Our questions persist. Yet, from reciting poetry to supporting disabled people, there is [...]

Beyond De-risking

Beyond De-risking Nearly half the world’s financial institutions have been victim to at least one financial crime in the last one year, according to this report by Refinitiv. This fallible financial climate calls for FIs to be risk intelligent. There are hefty costs to avoiding risks. Reacting, or rather, overreacting [...]

HL7- Shared Meanings in Healthcare

HL7- Shared Meanings in Healthcare HL7 standards and frameworks facilitate exchange of healthcare data through the use of controlled vocabularies. While these standards tackle the problem of healthcare communication, they pose significant challenges for healthcare providers and their software vendors in terms of implementation and reconfiguration. Healthcare providers use systems [...]

Why are BTMs on the rise as bitcoin slumps?

Why are BTMs on the rise as bitcoin slumps? Through much of the last year, crypto assets lost over 50% of their value, dropping to $8000 from $17400. At the end of 2018, cryptocurrency prices saw a further dip to 3000$. This market downturn in digital asset values created waves [...]

February 22nd, 2019|Categories: AML Solutions|Tags: , , , , , , , , |

The Real Cost of Payroll Mistakes

The Real Cost of Payroll Mistakes Payroll mistakes cost employers billions of dollars annually. According to the IRS, 33% of businesses deal with payroll errors. There are many cautionary tales about the larger impacts of even minor slips in payroll. For instance, a Texas company failed to pay employee overtime [...]

Disruptions in healthcare due to PAMA

The US healthcare industry is governed by stringent, ever evolving regulations and the onus is on healthcare providers to balance compliance and care. With the recent updates to PAMA - the Protecting Access to Medicare Act 2019 - the industry, which is already dealing with rising costs, faces greater challenges. [...]

Risk and compliance tools for the new tech and regulatory environment

Risk and compliance tools for the new tech and regulatory environment Trade based money laundering has become more sophisticated with rapid improvements in technology and increasingly professional money launderers. These proliferating tech/digital interfaces have made a large amount of information available in the public domain. By leveraging this information effectively, [...]

Intelligent segmentation for KYC

Intelligent segmentation for KYC The proliferation of decentralized fintech solutions such as digital wallets and crypto-projects have created a myriad of channels across which people transact on a day-to-day basis, making it hard to monitor customer behaviour, and construct anticipated activity profiles for AML compliance. In such rapidly changing tides [...]

How to choose the right technology for your AML program

How to choose the right technology for your AML program Regulators continue to tighten compliance requirements and FIs are responding to this predicament in all manner of ways. But financial fraud remains widely prevalent, thwarting equity, freedom and rule of law across the world. Between 2017 and 2018, fraud was [...]

February 4th, 2019|Categories: AML Solutions|Tags: , , |

Automating Lab Requisitions

Automating Lab Requisitions A 2016 study on paper based laboratory request forms revealed that around 54.8% of paper based lab requisitions were unclear. Moving to an electronic based lab requisition process can create huge benefits for healthcare providers through efficient data capture, management and reporting. Technology plugs the gaps Healthcare [...]

Are BTMs safe?

Bitcoin trading was originally conducted face to face, with buyers carrying wads of cash to coffee shops, city centers and other public spots to meet sellers, barter, and then swap using QR codes on mobile phones or laptops - an activity that was fraught with risks and danger. Besides Bitcoin [...]

Gender parity in workforce

The gender gap Global gender gap has closed by only 4% in the last 10 years, according to the World Economic Forum. In a research partnership with LinkedIn, WEF examined workforce gender ratio in entry level, middle management and senior leadership positions across sectors. Unsurprisingly, the research uncovered that although [...]

Implementing CDD in light of the 50% OFAC rule

In today’s increasingly digital world, financial institutions are forced to understand the complex and shifting corporate ownership structures of partners and customers in order to protect their assets. FinCEN reports that banks spent around $250 million on compliance efforts alone in the first year of implementation of the 2016 CDD [...]

How does project transition really work? A break down.

How does project transition really work? A break down. Project transition is a liminal phase in which unexplored nuances and unchecked assumptions come to light causing friction or in some cases, process overhauls. A successful BPO transition involves planning, preparing and accounting for all elements of transition from process, people, [...]

The role of analytics in identifying illicit business activities

When people say, “It’s a numbers game!”, you hardly ever think that they’re talking about anti-money laundering. While everything about tackling money laundering is tied to a number (account numbers, transaction amounts, etc.), banks have thus far been reactive, tightening up systems and checks, post facto. Consequently, on failing to [...]

December 14th, 2018|Categories: AML Solutions|Tags: , , , , |

Beyond Outsourcing: Syndication

We know that businesses, small and big, stand to gain from outsourcing functions such as payroll, as this enables focus on core deliverables and other strategic functions. However, as our physical and digital worlds continue to blend together, we evolve towards finer, more fluid ways of conducting business. At the [...]

Gaming the system

The evolution. I would encourage you to make sure that the business side of your casinos takes AML controls just as seriously as it treats its high-rollers. - Jennifer Shasky Calvery, FinCEN Director, making comments at the BSA Conference in Las Vegas on June 12, 2014 The modern casino has [...]

December 6th, 2018|Categories: AML Solutions|Tags: , , , , |

Automation to revitalize healthcare

Success is where preparation and opportunity meet The key to survival and success in any industry is to be able to predict and prepare for the future. The Healthcare Industry is no exception to this rule and will in fact be the epicentre of a ‘Demographic Earthquake’, experiencing a major [...]

Re-engineering payroll in the face of compliance

Nowadays, most payroll processes run like clockwork, irrespective of how complex or intricate they may be. However, the real question - the one that matters, is whether the system is optimized for efficiency and and razor-sharp focus, or is there an evident need for Process Re-engineering in order to adapt [...]

Let’s Chat – NASSCOM Research Report

The Indian Chatbot market has taken a huge turn from where it was just a few years ago. According to the report, many off-the-shelf chatbots lack contextual awareness, but the overall performance is expected to evolve to provide end-to-end workflow orchestration and resolution. With solutions addressing pain points across industries, [...]

AI/ML in AML

Conservative estimates put the percentage of illicit transactions, that are stopped, at 1%. Though regulatory authorities have levied heavy fines on global banking conglomerates, there is still a lot that slips through the cracks - estimated at 5% of global GDP. On the other hand, AML processes already consume a [...]

October 10th, 2018|Categories: AML Solutions|Tags: , , , , , , |

A brief understanding and discussion of financial crimes

Economically motivated crimes break the very fabric of business and society. The consequence of these crimes are not just financial losses, but also a significant decline of morale, reputation and stability of nations, organizations, and individuals. Money laundering extends beyond organised criminal groups, and occurs at various levels, across industries, [...]

October 8th, 2018|Categories: AML Solutions|Tags: , , , , |

INFOGRAPHIC: Cost Benefits of Outsourcing Medical Billing Services

With the right healthcare outsourcing solution, providers can convert a partially electronic system into a 100% ERA system. Eliminating manual processes minimizes staffing costs and the need to purchase more office equipment. All around savings also stem from the fact that providers don't have to train their staff, while outsourcing [...]

Digitally Yours – The Customer Experience Quotient

There’s a lot of talk about companies going digital and the overarching benefits. In this series we delve deeper into what it means to individual functions. Digital transformation, at its core, is the response to a combination of pain points. Our first part of the series discusses key strategies in [...]

Digital Diagnosis

Information is currency in the healthcare industry and despite the diversity of services offered, all providers are alike in their need to manage the data that drives their processes; usually using anything from spreadsheets to comprehensive informatics tools. The fee-for-service form of reimbursement is taking a hit as the industry [...]

August 31st, 2018|Categories: Healthcare for Payors, Healthcare for Providers|Tags: , |

Electronic RCM: The how, why and wow!

A common challenge faced by healthcare providers is capturing data from the Explanation of Benefits (EOBs), extracting this information and sending it across to other departments such as core accounting and other management systems. While this sounds easy, most service providers process 5000 or more EOBs every day, manually! It’s [...]

August 31st, 2018|Categories: Healthcare for Payors, Healthcare for Providers|Tags: , , , |

In conversation with the CEO: Leaping into the Digital Era

In conversation with the CEO: Leaping into the Digital Era Jagadish Ramammoorthi, CEO of Allsec Technologies Ltd talks to Vishal Krishna, Business Editor, YourStory about Allsec's story and the evolution of BPO in the digital era.

HCM over traditional HR: Why?

HCM Over Traditional HR: Why? Human capital management (HCM) is a comprehensive system for the optimization of resources in an organization. Spread across workforce acquisition, management, and development, it views employees as investments and aims at maximizing business value through efficient resource allocation. Most HCM systems are now [...]

August 14th, 2018|Categories: HR Outsourcing Solutions|Tags: , , , , |

Automated KYC in a blockchain environment as a concept

Automated KYC in a blockchain environment as a concept Know Your Customer (KYC) is a big part of any AML effort. Information such as name, social security number, birthday, and addresses can be very useful when determining whether or not an individual is involved in a financial crime. At present, institutions [...]

May 31st, 2018|Categories: AML Solutions|Tags: , , |

KYC for Digital Wallets

KYC for Digital Wallets Digital wallets have been on the Indian market for almost a decade. With the widespread use of smartphones and better, cheaper internet connectivity, an increasing number of citizens have taken to platforms such as Paytm, Mobikwik and more. The allure with digital wallets so far lies [...]

May 31st, 2018|Categories: AML Solutions|Tags: , , , |

The global effect of data security compliance

The global effect of data security compliance In a global environment, it’s tough to gauge the immediate and far-reaching effects of something as basic as a data security regulation. However, with the EUs General Data Protection Regulation passed in 2016, they have made it clear that private data belongs solely [...]

May 31st, 2018|Categories: Business Process Outsourcing|Tags: , , |

The language at the center of technology

The language at the center of technology Since the Internet was designed in 1974, the world has recorded time in terms of the next big advancement or upgrade. Hardware has developed exponentially while software has skyrocketed. Futuristic gadgets such as self driving cars and Google glasses have consistently proven that [...]

May 31st, 2018|Categories: Business Process Outsourcing|Tags: , , |

Virtual Assistants: Beyond Call Handling

Virtual Assistants: Beyond Call Handling Outsourcing is a proven method to improve your operations’ efficiency and effectiveness. However, it’s not about having a team of individuals in a far off country handling business processes. As communications tools have flourished, the world has grown smaller, and transformed the way we conduct [...]

Digital security in a crypto-world

Digital security in a crypto-world News broke just yesterday of a large scale theft of newly minted cryptocurrency, bitcoin gold. The value of the anonymous heist has been placed at over $3.3 million. A website was created to trap unsuspecting users by piggybacking off the official bitcoin gold site. This [...]

May 31st, 2018|Categories: AML Solutions|Tags: , , , , |

HR Technology Can Streamline Your Practices

HR Technology Can Streamline Your Practices The global workforce has evolved from what it was a few decades ago to where it stands today. There’s diversity in nationality, race, gender and culture. Most organizations have welcomed the change with open arms, making their employees feel welcome. Unfortunately, HR ‘best practices’ [...]

May 31st, 2018|Categories: HR Outsourcing Solutions|Tags: , , , |

From Dumb Database to Intelligent Decision Support System

From Dumb Database to Intelligent Decision Support System HR systems were historically just databases that stored employee information. What started off as punch cards moved to the digital space through basic software solutions, and then to more sophisticated payroll engines. With more technological advancements, these grew into the full fledged [...]

May 31st, 2018|Categories: HR Outsourcing Solutions|Tags: , , , , , |

The Need For Customer Support in the Age of Information

The Need For Customer Support in the Age of Information In the digital age, when even those from Gen X “ask Google”, the question of customer support is a unique one. Companies that sell products release comprehensive user guides and instruction manuals along with the product. Almost every website features [...]

The EU’s Fourth Directive has Opened Pandora’s Box

The EU's Fourth Directive has Opened Pandora's Box Overall AML compliance costs have increased by 21% over the last two years alone, and financial institutions expect as much of an increase within the next year. Now, financial service providers have costs running up to $83.5 billion! The fourth directive More [...]

May 31st, 2018|Categories: AML Solutions|Tags: , , , , , , , |

Trends in Corporate Learning and Development

Trends in Corporate Learning and Development One of the leading metrics of employee satisfaction, is learning and development. Employees consider their workplace as a continuation of their education, but there’s a catch. They want to learn only as much as they want to, when they want to. On an average, [...]

Outsourcing Front Office and Back Office Functions

Outsourcing Front Office and Back Office Functions Outsourcing is so common that it’s no longer a phenomenon - it’s part of a successful business model. However, the cost benefits alone shouldn’t make outsourcing an exciting prospect for enterprises. Choosing the right functions to outsource is an integral exercise that can [...]

How financial secrecy has left the US wide open to kleptocrats

How financial secrecy has left the US wide open to kleptocrats Financial secrecy, or the practice of maintaining anonymity of account ownership, is one of the main reasons Switzerland and the Cayman Islands were attractive options to criminal groups. But there’s a looming cloud over the US, and now some [...]

May 31st, 2018|Categories: AML Solutions|Tags: , , , , , |

The Executive Order That Will Define Your Employees’ Healthcare

The Executive Order That Will Define Your Employees' Healthcare The presidential executive order signed on the 18th of October, 2017 is a swift and sudden move that many were not expecting. Although talk of legislation has not ceased since the elections, the healthcare industry expected a lull since the Senate [...]

Cybercrime, Digital Security and AML

Cybercrime, Digital Security and AML Cybercrime knows no bounds. With the potential to affect every user on the internet, there is an increased urgency to create the perfect bubble that will keep out malicious hackers and temperamental hacktivists. While the focus remains on phishing and identity theft, money launderers are [...]

May 31st, 2018|Categories: AML Solutions|Tags: , , , , |

Benefits Management During Open Enrollment

Benefits Management During Open Enrollment Employers like to believe they recruit the best talent and nurture them well. While training and development programs can go a long way in boosting employee engagement and retention, numerous surveys indicate that every employee’s point of concern is benefits. Who offers the bigger piece [...]

RegTech: Beyond Compliance

RegTech: Beyond Compliance RegTech is taking the financial industry by storm. With innovative software solutions promising to drive down the cost of AML compliance and standardize efforts, organizations are steadily adopting more RegTech. However, the applications and benefits of financial software extend far beyond compliance. While the concept isn’t new, [...]

May 30th, 2018|Categories: AML Solutions|Tags: , , , |

The top money laundering cases in recent times

The top money laundering cases in recent times Money laundering has been a go to for countless criminals since taxes were first levied. Whether it was hiding high valued items in sacks of grain, or as in more recent cases, routing illegal transactions through hastily formed shell corporations. In this [...]

Robotic Process Automation in Accounts Payable Functions

Robotic Process Automation in Accounts Payable Functions Although Accounts Payable is a prime facet of Finance Operations in any business, it is one of the most resource intensive tasks and therefore a major cost center for your organization. With the rising presence of Robotic Process Automation in many other verticals, [...]

Make the best of workforce management and payroll

Make the best of workforce management and payroll Spreadsheets with all their functionalities and multitude of options are an outdated way of keeping tabs on all the tasks and deadlines in a project. Managers across every industry can attest to this fact. The strategic advantage of employing a workforce management [...]

How to get a jump on customer self-help support

How to get a jump on customer self-help support We live in the age of most diverse demographic when it comes to customer support. There are the Gen X, Baby Boomers, Millennials, Gen Y and Gen Z. With each demographic comes a different set of expectations. The model has a [...]

The 360 Degree Risk-Based AML Model

The 360 Degree Risk-Based AML Model First published in ACAMS Today, the 360 Degree Risk-Based Investigations Model is the most comprehensive investigative method for containing ML/TF transactions. The process provides consistency in approach, and demands higher-order critical and analytical thinking skills to determine or conclude suspicion of illicit transactions. It [...]

May 30th, 2018|Categories: AML Solutions|Tags: , , , , , |

Is it the end of days or the future when your printer orders its own ink?

Is it the end of days or the future when your printer orders its own ink? The Internet of Things (IoT) is the collection of every device on the planet capable of connecting to the internet. This includes cars, watches, speakers, phones, computers and even buildings. According to a study [...]

A Checklist for AML Compliance

A Checklist for AML Compliance Following our three part, in-depth series on the KYC Refresh process, we have put together a checklist that can help maximize your AML programs straight out the gate. The first three markers to check for are: Identity and/or beneficial ownership: Understanding who your customers are is [...]

May 27th, 2018|Categories: AML Solutions|Tags: , , |

Automated Reimbursement Systems can simplify HR

Automated Reimbursement Systems can simplify HR Changing organizational trends show that 4 out of 5 employees would prefer benefits or perks to a salary raise. Typically, employees prefer more paid-time off, health benefits and office perks. Especially with the startup and freelancing culture expanding around the globe, there is a [...]

The Top BPO Trends of 2017

Outsourcing your business processes is a dynamic business decision with countless factors weighing in simultaneously. Every year there are some major technological advancements that can cause a complete shift in BPO trends. Last year, some of the biggest mergers involved tech companies. Cloud services have also shown a lot of [...]

KYC Refresh Step 3: Study of Customer’s Banking Information

KYC Refresh Step 3: Study of Customer’s Banking Information Where a customer banks is an important indicator of high risk activities such as money laundering and terrorist financing. While sanctions lists may be generic to a country, there is also a lot of information about which specific financial institutions are [...]

April 16th, 2018|Categories: AML Solutions|

Continuous Customer Care Training for Improved Service

Continuous Customer Care Training for Improved Service Customer care is the culmination of efforts by every employee, right from a customer care representative to a CEO, to ensure a smooth and rich customer experience. It is not a checklist but a philosophy that requires a top-down approach, in order to [...]

Does your state-of-the-art chatbot actually help your employees?

Does your state-of-the-art chatbot actually help your employees? HR platforms in the digital age are all about seamless operations and automated simplicity. Many of these solutions are equipped with chatbots to guide and resolve employee queries. However, even with comprehensive Employee Self-Service portals, there remains a divide between technology and [...]

April 16th, 2018|Categories: HR Outsourcing Solutions|

KYC Refresh Step 2: Customer Profiling and Verification

KYC Refresh Step 2: Customer Profiling and Verification A customer profile includes an overview of their present business status. Entities are defined in banks by their accounts and transactions, but from an AML perspective you must also take into account their physical addresses and Business Registry Information. These are usually [...]

April 16th, 2018|Categories: AML Solutions|Tags: , |

Decoding HR Outsourcing for the Finance Leader

Decoding HR Outsourcing for the Finance Leader Business goals are standard across any department in an organization. But perceptions about business drivers are fluid. HR departments believe people are the greatest asset to any organization, whereas financial managers take a more straightforward approach and put their faith in money. The [...]

Be Everywhere Your Customers Are

Be Everywhere Your Customers Are Customer care is like a finely balanced meal. There are entrees, main courses and desserts. But you can’t forget wine pairings or the chef’s special. The customer experience is as important as the meal itself. Changing trends have put a mobile device in the hands [...]

SaaS vs Managed Payroll: The trade-offs and the benefits

SaaS vs Managed Payroll: The trade-offs and the benefits Payroll is the engine that keeps a company’s human capital effectively running. It is a resource heavy process, and organizations still have a tough time cutting costs while getting it right. Additionally, countless studies indicate that a timely paycheck is every [...]

April 16th, 2018|Categories: HR Outsourcing Solutions|

Top Five Benefits of Outsourcing your Customer Service

Top Five Benefits of Outsourcing your Customer Service Customer Service Outsourcing can be a cost-effective decision for upper management but, the thought of losing focused branding efforts and the individual touch of their customer service division can be equally overwhelming. If you are in a dilemma over outsourcing your customer [...]

April 16th, 2018|Categories: Business Process Outsourcing, Customer Lifecycle Management|Tags: , |

How to Find the Best Partner for Outsourced HR Solutions

How to Find the Best Partner for Outsourced HR Solutions Human resources are amongst the most vital elements of a business. All companies, big or small, have common human resources tasks such as payroll, taxes and benefits to manage. Accomplishing these tasks can be daunting but you can hire expert payroll outsourcing companies to [...]

April 16th, 2018|Categories: HR Outsourcing Solutions|

What does decreasing attrition mean for HR Outsourcing?

What does decreasing attrition mean for HR Outsourcing? The ‘job hopping’ phenomenon rampant in millennials might just have passed. Congratulations on holding strong! Of all the stereotypes we attribute to millennials, the one that impacts organizations is whether a new hire will last the year, let alone a decade. Interviewing [...]

April 16th, 2018|Categories: HR Outsourcing Solutions|Tags: , |

How close are you to meeting the CDD rule implementation deadline?

How close are you to meeting the CDD rule implementation deadline? A fifth and new rule was added to the existing BSA around July 2016. A year into it, most experts agree that you should be at least halfway to a complete implementation with the more stringent requirements already established [...]

April 13th, 2018|Categories: AML Solutions|Tags: , , , |

The importance of process automation in your anti-money laundering efforts

The importance of process automation in your anti-money laundering efforts Bank Secrecy Act and Anti-Money Laundering (BSA/AML) are the top regulatory burden for Financial Institutions (FIs) today. They are looking for new technology to address this problem in a cost and time efficient manner. Robotic Process Automation (RPA) is just [...]

April 13th, 2018|Categories: AML Solutions|Tags: , , , |

Contextual Intelligence is changing the face of customer service experience

Contextual Intelligence is changing the face of customer service experience What would you say if we told you that the technology your customers interact with is over 4 decades old? You’d be surprised to say the least, right? Well that’s what your customers get when you greet them with an [...]

Can you really automate your customer service experience?

Can you really automate your customer service experience? Contact centers are the backbone of customer-centric organizations around the world. Well established practices and years of experience have culminated in effective avenues of customer acquisition and creating loyal customer bases. With improvements in AI and machine learning, it’s time to incorporate [...]

AML Compliance: Where are we now and what does the future look like?

AML Compliance: Where are we now and what does the future look like? AML compliance efforts by banks and other financial institutions have rapidly expanded to adapt regulatory standards as quickly as possible. Large hiring drives, expansive training modules and hawk’s eye on changing policy are all instrumental in avoiding [...]

April 13th, 2018|Categories: AML Solutions|Tags: , , , , |

Fast is fine, but accuracy is everything

Fast is fine, but accuracy is everything. Payroll Management has become a significant area of expertise over the years, with a rise in complex and dynamic compensation structures. The payroll function deals with all records relating to compensation and can track vital information such as employee salaries, bonuses, benefits, costs, [...]

Speech Analytics: The Key Deciding Factor For Delivering Excellent Customer Service

Speech Analytics: The Key Deciding Factor For Delivering Excellent Customer Service In today’s highly competitive marketplace, delivering exceptional customer service has become a key strategy for ensuring business growth and stability — and one way to do this is by using Speech Analytics. Speech Analytics allows enterprises to anticipate customer [...]

Does Your Business Understand Customer Experience?

Does Your Business Understand Customer Experience? Customer experience is a subject of many a debate. With attempts to be singularly defined by numerous experts, this concept has journeyed past customer trends and has been called many things – customer satisfaction, customer relationship management, customer delight, and the like. In a [...]

Measureable, Repeatable, Predictable And Error-Free HR & Payroll

The client is one of the world’s top four consulting firms with offices in Bombay, Bangalore, Hyderabad, Chennai, Nagpur, Pune, Gurgaon, Calcutta, and Delhi. As part of its strategic diversification initiative, the client formed two extended business segments – a specialized consulting & domain expertise based venture and a service [...]

March 12th, 2018|Categories: Case Studies|

White Paper On Identifying Agent Skill Gaps And Trainings

One of the key challenges of any contact center is understanding individual agent skill-gaps and guiding the agent through training based on their skill set and level. In the contact center industry, speech analytics is one of the fastest growing applications to provide a complete picture of the agent’s performance [...]

February 1st, 2018|Categories: White Paper|

White Paper On Predicting Customer Churn

Preventing customer churn (i.e. losing existing customers) is becoming a high priority in all organizations as most companies lose 50% of their customers in 3-5 years. It costs 7-10 times as much to acquire a new customer as it does to retain an existing customer. It is imperative that consumer [...]

January 14th, 2018|Categories: White Paper|

White Paper On Improving Customer Experience

In today’s hyper-connected world, creating a unique customer experience is one of the best ways to achieve sustainable growth. A customer experience strategy is crucial to retaining customers and build strong and lasting relationships with them. Every customer retained is worth more than the money spent to acquire new ones. [...]

January 10th, 2018|Categories: White Paper|

Breaking down the formula for a great customer experience

In recent years, there has been an unmistakable shift towards the way contemporary support delivers an experience to a customer. For example, the average consumer electronics company in the past couple of decades has seen sales rise and soar. But at the same time, many have compromised on their customer [...]

September 6th, 2017|Categories: Business Process Outsourcing, Customer Lifecycle Management|Tags: , , |

Discovering The Value Of Speech Analytics In Tech B2B Sales

One of the areas benefited through speech analytics is revenue generation – looking for opportunities where the caller is a potential upsell or cross-sell candidate. The idea is to pitch the right product at the right time to the right customer and checking whether the agent is approaching that appropriately [...]

May 10th, 2017|Categories: Voice Intelligence, White Paper|Tags: , , , |