Analyzing companies' customer-facing communication and contact center interactions hold great potential. Identifying certain patterns, keywords and emotional charge of interactions can provide decision-makers with extremely valuable knowledge, but today this goldmine of information also hides a lot of risks and potential for fraud. In this article we are going to explore how TC&C is tackling the pressing issue of deepfake technology.

Have you reckon that in the past months more and more articles report: Voice impersonation software is being used by fraudsters to call our bank using our name. What's more, they use the latest deepfake tools, which are currently almost impossible to defend against.

Omnichannel customer experience refers to the seamless and integrated approach of delivering a consistent customer experience across all channels and touchpoints, including voice, IM, mobile, social media, and customer support. Several industries are required to capture their customer-facing communication in order to comply with legislations but with the right solution the obligation of recording can be turned into the benefit of CX.

In today's fast-paced and customer-centric world, contact centers have become a vital part of many businesses. The way that contact centers measure and analyze customer satisfaction can significantly impact the success of the business. In this blog post, we will explore the various methods and tools that contact centers use to measure and analyze customer satisfaction.

Ransomware attacks are on the rise and can cause significant damage to businesses. Contact centers, in particular, are at high risk of being targeted by these attacks, as they often handle sensitive customer data. In this blog post, we will discuss how to protect against ransomware in contact centers and introduce the 3-2-1-1 data storage strategy as an effective way to safeguard your data.