NICE Research Study Finds 91% of Contact Centre IT Staff Consider Compliance Software Investments a Priority
Research indicates that solutions comprising analytics and automation empower contact centre employees to better ensure compliance
NICE have announced the results of a new research study which found that 91% of respondents believe increasing contact centre compliance software investment should be considered a priority in the next year. 83% of contact centre professionals also said their organization’s efforts towards customer privacy and private data safety need to be improved.
NICE’s 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 organization’s ability to meet today’s 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 centre 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 tools/systems (21%) and quicker violation resolution (18%). The survey also found that a quarter of the Contact Center IT staff’s time is being invested in compliance-related activities
A key conclusion identified by the research was that dedicated compliance solutions comprising analytics and automation will help contact centres optimize resources while empowering employees to ensure compliance and building trust among customers.
Barry Cooper, President of the Enterprise Group for NICE, said,
“Contact centres must protect the interests of their customers when it comes to their personal data,”
“Ensuring compliance requires contact centres 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.”
To download a copy of this research report which reflects the need and challenges of IT and compliance professionals in the US and UK, please Click Here
NICE is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.
For additional information on NICE visit their Website
About the Research
Conducted by market research firm Vanson Bourne, the study reflects the challenges and priorities of 300 IT and compliance professionals with knowledge/responsibility for their organization’s contact centre polled between January-March 2019. All respondents were part of large Contact Centres (from 500 to 3000+ employees) in the US and in the UK, with a large proportion from the banking, financials, and insurances sectors.