Compliance Technologies And Services Roundup

摘要

As the contact center industry resigns itself to settling into compliance with the multitude of state and rederal regulations passed in the last few years, a new category of products and services has come into increased prominence. Contact centers today, particularly the centers that perform outbound work, are carrying a heavy burden of making sure their dialers are compliant, using third-party verification, recording calls, complying with caller I.D. restrictions and abandon rates, and making sure they don't call a number on any of the federal or state do-not-call lists (all while maintaining their own internal rules and lists). In the meantime, the list of companies that have paid or are now paying enormous fines for violations lengthens. Incredibly, there are still companies that tell us, "We don't need to know about compliance. . .that doesn't affect us. We do inbound."