COMPLIANCE AND MONITORING | Talkdesk Shield
Automating compliance, enhancing security, and protecting your customers' data.
A security bundle to protect the contact center from internal and external threats with Guardian and Identity. Authenticate agents and customers with AI technology, increasing contact center efficiency alongside it.
Talkdesk Guardian
A native cloud compliance application that helps contact centers mitigate the risks of a distributed workforce. With Talkdesk Ascend AI —a built-in AI layer—Guardian learns from historical activity patterns to create a baseline of user behaviors and flag unexpected events to keep your contact center secure.
Workforce Compliance Management features.
Agent profiles
Build detailed agent profiles in real time to better understand the strengths and areas of improvement needed across your distributed workforce.
Live sessions logs
Uncover anomalous behavior and potential vulnerabilities based on who is logged into your contact center and the security of their connection.
Reporting
Automated reports delivered right to your inbox to monitor and address agent compliance and uncover inefficiencies.
Seamless Studio integration
Integrate with Talkdesk Studio and IVR systems and reroute calls if remote agents have connectivity or equipment problems.
Gain better visibility over user activity and network performance.
Uncover operational inefficiencies and potential compliance issues you didn’t know you had. Oversee remote agents with confidence by knowing who is logged in and the quality of their connections.
Monitor inconsistent behavior.
Ensure your remote workforce is not a drag on system performance and complies with business processes and regulations.
Talkdesk Identity
Quickly authenticate and connect customers to agents with voice biometrics, reducing handle time and preventing fraud. Increase self-service authentication and protect customers’ data.
Benefits of Talkdesk Identity.
Faster authentication
Automate the verification processes and decrease average handle time.
Stronger identity validation
Increase security and protect customer data with scalable, active voice authentication.
Eliminate fraudsters
Prevent unauthorized access by making multi-factor authentication (MFA) your default security standard.
Effortless Studio Integration
Integrate with Talkdesk Studio™ and increase IVR containment rates.
Fast and secure authentication with voice biometrics.
Verify your customer’s identity through our strong customer authentication system and improve the customer experience. Protect customer data with the power of self-service authentication to quickly route customers to agents. Make voice biometrics part of your automation flow to decrease average handle time and free up agents to focus on more complex cases.
Leverage risk scoring to understand which phone numbers are a potential risk.
Protect your contact center from fraudsters with an additional layer of security that evaluates the integrity of the number a customer uses to reach out to your contact center. Immediately understand if a phone number is a burner phone or has been associated with previous fraud.
FAQs.
Compliance management means that a company is taking measures to establish and maintain compliance throughout the organization. Activities such as working with vendors who prioritize security, practicing risk management within external-facing departments such as contact centers, and automating security best practices can help to ensure compliance across the entire organization.
Workplace compliance means that risk management is an ongoing practice across the entire organization. It means that the business is proactively monitoring department activities, adhering to compliance requirements, and ensuring that employees follow good security practices. Tools such as Talkdesk Guardian can help your company establish excellent workplace compliance by automatically monitoring your contact center.
Talkdesk Guardian, an automated workforce compliance management solution, makes it easier for companies to keep up with contact center compliance requirements. This native cloud compliance application uses artificial intelligence to learn from historical activity patterns and create a baseline of user behaviors. Using this knowledge, Guardian flags unexpected events and recommends the next best actions, to reduce risk and save time.
In order to protect customer accounts against fraud and other security issues, organizations will usually have a customer authentication process.
Historically, this process would involve the transfer of personal information and some sort of verification system, but now you can simplify it with Talkdesk.
Secure customer authentication refers to the authentication process required to protect account login information. These authentication methods are often frustrating and time-consuming, but with our fast and secure voice biometrics system, customers can easily get the information they need without compromising safety.
