Beyond the cloud contact centre - reimagining service delivery

Episode 8 July 12, 2021 00:20:42
Beyond the cloud contact centre - reimagining service delivery
Secure Payments
Beyond the cloud contact centre - reimagining service delivery
/

Show Notes

PCI Pal was invited to join our partner, 8x8 and joint customer, Liverpool City Council, to speak at this year’s SOCTIM President’s Week conference.

In 2020, spurred on by lockdown, public sector IT leaders found themselves at the forefront of a digital communications revolution. The race to keep staff and the local community connected saw many abandon their outdated on-premises systems in favour of cloud communications.

Once the immediate need to securely enable a remote contact centre was addressed, innovative organisations, like Liverpool City Council, quickly realised that cloud communications provide far-reaching opportunities to reimagine how they serve the public.

This episode is the recording, taken from the conference, where PCI Pal’s Director – Channel Sales, Phil Jude, Liverpool City Council’s Assistant Director ICT, Alison Hughes and 8×8’s Public Sector Director, Russell Tilsed, discuss service delivery best-practice beyond the cloud contact centre and why the public sector is leading the way.

- The challenges and opportunities of enabling a cloud contact centre

- Lessons learned about empowering an agile workforce

- What does good communication look like in the post-pandemic era?

- How IT leaders can shape public service delivery models

- Maximising performance using AI and IVR automation

- How public sector organisations can secure payments while operating remotely

- How having the right technology and security solutions in place are key to maximising performance, while also remaining fully compliant.

Episode Transcript

No transcript available...

Other Episodes

Episode 4

January 29, 2021 00:28:24

Five Agenda Items for CISOs in 2021

The latest episode ‘Five Agenda Items for CISOs in 2021’ is hosted by PCI Pal's own chief information security officer, Geoff Forsyth, who discusses the key topics on his ‘to do list’ right now.  The top five topics that CISOs should be thinking about as we enter 2021: Brexit and the ramifications for payment security now we are out of the EU. The Max Schrems II ruling and new SCCs.  Compliance in the cloud – planning to move your IT infrastructure over to the public cloud this year?  Some compliance guidance from Geoff as you start that journey Remote Working – a hot topic of 2020 that has accelerated the pace of change, what you need to know regarding securing payments from anywhere. PSD2 – ‘Soft Declines’, SCA Exemptions and 3DS2.2 Lots of buzzwords and deadline extension pushbacks. What is it all about and what do you need to do? Preparing for PCI DSS 4.0. Security as a continuous process. Replacing compensating controls with a customised approach. ...

Listen

Episode 2

January 04, 2021 00:14:27

Making Compliance a Habit

As we enter the season of resolutions, where many of us are trying to break habits, we discuss why compliance is one habit you should maintain all year round. Jane Goodayle is joined by PCI Pal’s Data Protection Officer, Innes French, to analyse why compliance rates continue to fall and why few organisations are able to keep a minimum baseline of security controls in place. They look at why organisations let compliance slip after the ‘all-important’ first audit and Innes shares advice on how companies can turn compliance into a (good) habit. ...

Listen

Episode 5

March 16, 2021 00:24:25

Payments: The Future of Security and CX

PCI Pal recently held its inaugural virtual conference 'Payments: The Future of Security and CX'. Attendees from around the globe gathered to discuss and learn about the future of payment security and customer experience. We invited industry experts to host breakout sessions during the conference, sharing their views and insights on the future of payments, compliance, security and customer experience within the contact centre and wider business communications environments. In this epsiode we follow up with some of the event's contributors and probe them further on their views and predictions around the future of payment security and customer experience.   Guests include: Ciske Van Oosten, Head of Global Business Intelligence, Verizon Neira Jones, PCI Pal Advisory Committee Member, PCI Pal James Tessier, Marketing Insights Lead, Oracle Enterprise Communications Cory Haynes, VP of Financial Service & Insurance Strategy, Talkdesk Eric Bushman, VP Solutions Engineering, Worldpay from FIS   ...

Listen