Voice authentication

The truth behind the voice

This week has seen two highly publicised incidents where contact centres have refused service to people in the UK. In separate occurrences, Stephen Dennis and Sophia Reis could not access their bank account, as the operator did not trust validity of their call. Security is foremost in the mind of contact centres in our financial industry. The operator, in […]

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17th September 2018

The benefits of working with a pre-sales team

There is a huge level of satisfaction and gratification when taking an idea, a simple drawing on a whiteboard in front of a customer and moving it forward to a tangible, business solution critical for an organization’s success when considering a NICE product for their company. The service I now provide was not common, or […]

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4th September 2018

Helping save lives

It’s great when you enjoy your job. Even better, though, is when you know the product you provide helps keep people safe, solve crimes, and brings speedy access to the Police, Fire and Ambulance Services which can save a life. Not a function you would normally associate with a software company, but one we have […]

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30th August 2018

Be careful what you say…and type….

Everyone is becoming more aware of security and fraud these days. Be it dodgy texts, e-mails with suspect attachments or people on the phone claiming to be your bank, insurance company or even HMRC. Fraud is on the rise and with ever more daring and imaginative attacks. I myself was a victim of hacking when […]

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22nd August 2018

The Case for Speech Analytics in the Small to Medium Enterprise

Over the last 5 years, advances in technology and the move to the Cloud has made advanced contact centre applications accessible to small and medium sized contact centres. The BIG question: What are the real benefits of deploying speech analytics technology within a smaller organisation? The short answer is – EXACTLY the same as expected […]

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15th August 2018

Performance support in Contact Centres – use it or lose it!

Allan Kay, our Training Manager, reflects on the joys and frustrations of implementing a training programme for a contact centre.

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8th August 2018

Peter Gough on NICE

At the recent NICE Interactions Conference in London, SVL Director Peter Gough spoke to the NICE media team about SVL’s 18 year relationship with the organisation.

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2nd August 2018