Compliance

Cost effective solutions to meet requirements and manage risk

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Respond to ever increasing expectations and standards

Businesses are held to increasingly higher expectations and standards than ever before.  Across many industries this means greater levels of regulatory compliance.  Businesses must ensure accurate application of policies & procedures across an increasing number of ways for customers to interact.

Our solutions help business practically achieve compliance, manage risk, and demonstrate compliance to the requisite regulatory bodies.

PCI-DDS: Voice & Digital Channels

For organisations that require credit card payments the overhead of compliance with PCI-DSS can be significant. Removing customer environments and IT systems from the PCI scope is the best path to reducing compliance cost. GSN solutions are designed to achieve this goal with:

  • Self-Service IVR: incorporate IVR self-service based card processing including pre-exiting integrations into many of Australia’s payment processors.
  • Agent Assisted: process payments mid-call using our Agent Assist IVR.
  • Digital solutions: provide sales capabilities on-line maintaining PCI-DSS compliance whilst providing assisted service through webchat.

With advanced CRM integration and automatic filtering of all interactions for card data, business systems automatically take action when payment processing is required and customers can be sure that no card data will enter their environment.

PCI-DDS: Voice & Digital Channels

For organisations that require credit card payments the overhead of compliance with PCI-DSS can be significant. Removing customer environments and IT systems from the PCI scope is the best path to reducing compliance cost. GSN solutions are designed to achieve this goal with:

  • Self-Service IVR: incorporate IVR self-service based card processing including pre-exiting integrations into many of Australia’s payment processors.
  • Agent Assisted: process payments mid-call using our Agent Assist IVR.
  • Digital solutions: provide sales capabilities on-line maintaining PCI-DSS compliance whilst providing assisted service through webchat.

With advanced CRM integration and automatic filtering of all interactions for card data, business systems automatically take action when payment processing is required and customers can be sure that no card data will enter their environment.

Industry specific compliance

For industries that are heavily regulated GSN solutions can provide effective automation mechanisms to minimise compliance burdens. Call Recording and Digital Signature solutions can be incorporated into existing interaction flows to meet specific verification requirements particularly in financial services. Customer identify and order verification applications can actively reduce fraud and demonstrate best practice compliance in many sales use cases within industries such as Telecommunications and Energy.

Real time alerts to manage any compliance risk

With greater levels of regulatory requirements business are increasingly required to invest more resources to ensure compliance.

Our solutions allow your business to determine where to focus valuable supervisor time to investigate any risks.  These integrate with your existing customer contact systems to capture and analyse valuable customer and employee insights for compliance in every interaction.

We work with your business to customise dashboards based on your business regulatory framework to identify any potential compliance risk. These risks are recorded and flagged in real-time so your frontline supervisors can proactively, or reactively, take action with appropriate agent coaching and customer remediation.

These insights enable your business to manage regulatory compliance and proactively take action on any risks.

Real time alerts to manage any compliance risk

With greater levels of regulatory requirements business are increasingly required to invest more resources to ensure compliance.

Our solutions allow your business to determine where to focus valuable supervisor time to investigate any risks.  These integrate with your existing customer contact systems to capture and analyse valuable customer and employee insights for compliance in every interaction.

We work with your business to customise dashboards based on your business regulatory framework to identify any potential compliance risk. These risks are recorded and flagged in real-time so your frontline supervisors can proactively, or reactively, take action with appropriate agent coaching and customer remediation.

These insights enable your business to manage regulatory compliance and proactively take action on any risks.

Listen to customer feedback to prevent regulatory escalation

Often the path to regulatory scrutiny is customer complaint. Without an effective mechanism to actively gather customer feedback, the customer is left with little choice but to contact independent parties. Our Voice-of-the-Customer solution provides an effective channel for customers to raise their concerns prior to seeking external support. With workflows to promote Service Recovery and Machine Learning that identifies feedback with regulatory or compliance implications, business can minimise compliance risks.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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