Customer experience assurance

Deploy contact center testing and speech analytics, no matter your calling technology

Ensuring your call centre is providing positive experience for your customers is essential to maintaining good relationships and building a positive reputation. We enable you to access and deploy the tools you need to make your business thrive.

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The key to unlocking exceptional customer experience

To maintain and improve quality within a contact centre it is essential to have a full scope of your agent and customer interactions. You can’t fix what you can’t find! Any issues causing a drop in quality or negative customer interactions need to be discovered as soon as possible.

Our integration with customer experience assurance services for call centres ensure you’re deploying the right services, offering exceptional customer experience every time you make or receive a call.

  • Enable tracking technology quality performance
  • Identify compliance gaps and issues
  • Measure results to drive decision-making
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Contact centre testing

We enable easy access to end-to-end performance monitoring and automation for your contact centre technology and overall corporate telephony. Get the peace of mind and confidence that only total visibility in your network and systems can provide.

  • On-demand access to monitoring and testing
  • Mitigate risks and threats
  • Compatible with current and future calling solutions
  • Protect customer experience
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AI compliant calling & Speech analytics

No matter your calling technology, get a deeper understanding of your customer interactions. We facilitate the deployment of speech technology solutions that automatically reveals compliance gaps, caller sentiment and lets you know why customers are contacting your business.

  • Minimise deployment friction
  • Compatible with all calling solutions
  • Can cover 100% of your calls, not matter the technology
  • No call recording requirements

News, resources and analysis

    news | Mar 15, 2022

    Corporate telephony, unified communications and contact centres are merging, improving CX for consumers

    Siloes between contact centres and the communications and telephony technologies that run them will inevitably lead to siloed approaches to delivering customer service, which is no longer a business risk leaders can afford to take.

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    news | Mar 15, 2022

    What do I need to consider when migrating a contact centre to the cloud?

    Cloud-Based Contact Centre Infrastructure (CBCCI) functionality will become a standard productivity tool across enterprises in the next 10 years.

    read post
    news | Mar 14, 2022

    Cloud-based contact centre infrastructure: Where do I even start?

    Cloud-based contact centre infrastructure (CBCCI) is heralded by many industry experts as the future for organisations that really want to address this evolving market demand.

    read post
    news | Feb 15, 2022

    How to create a more empathetic contact centre

    AI and automation alone won’t meet rising customer expectations. The empathy that contact centre staff bring to customer interactions has an immense impact on the CX that brands deliver.

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    news | Jan 27, 2022

    Contact Center technology | AI has changed contact centre CX without you even noticing

    How AI is transforming contact centres?

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    news | Jan 27, 2022

    Jan 22 white paper | Why voice technology excellence drives empathy and deepens customer engagement

    Twenty-three months into the pandemic, a lack of physical touchpoints with brands has meant contact centres have been experiencing higher volumes of inbound enquiries than ever. AI and automation alone won’t meet rising customer expectations.The empathy that contact centre staff bring to the customer has a major impact

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    news | Jan 12, 2022

    Enterprise voice| Overcoming customer inbound call anxiety?

    Receiving a call from a hidden number brings up mixed emotions - sometimes panic, sometimes curiosity, and a lot of times, just plain annoyance.

    read post
    news | Jan 10, 2022

    Contact Center Payment | The PCI DSS compliance pitfall to avoid in your contact centre

    Contact centres that process card payments are at the frontline of data threats and need to be more vigilant than ever to protect client data and brand reputation.

    read post

Insights and monitoring that…

Benefits

Automate customer experience assurance

Ensure phenomenal customer experience and reduce costs (and risks) through easily automated testing and monitoring.

Improve customer service

Frequent and constructive feedback can help your agents to improve their performance with customers, making every interaction a positive one.

Identify opportunities for training

Service monitoring can help your organisation expose operational and personnel weakness, informing your training and support materials.

Find characteristics for success

Get insight into what makes a successful agent in your organisation, assisting you with recruitment and finding the right people.

Quality through consistency

Build the dashboards and track the metrics you need to ensure that you’re delivering a quality experience to customers every time.

How SecureCo boosts your business

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Reduce compliance cost

Spend less money and resources on PCI compliance. Move your contact centre from SAQ-D to SAQ-A, significantly reducing the PCI scope for audits.

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Increase revenue

Maximise inbound and outbound payments collection as agents are on the line to guide your customers throughout.

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Lower risk of data breaches

Ensure payment card information is completely removed from your organisation.

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Improve contact centre efficiency

Reduce call average handling times as well as call dropout rates.

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Protect reputation

Achieve the highest level of PCI compliance and carrier availability. Ensure company directors, officers and your overall brand are protected from the liability of data breaches and brand damage.

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Maximise agent and customer experience

Give confidence to your employee and customers as they remain together on the phone while taking a payment in a safe and efficient manner.

Why market leaders choose to partner with SecureCo

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Security and Compliance is in our DNA