Sytel Automates the Contact Center

Aylesbury, United Kingdom, April 15, 2024 –Sytel, a UK-based vendor of a Contact Center as a Service (CCaaS) cloud platform, has predicted that as automation is introduced to manage service levels in the contact center, the need for supervisor intervention will be reduced by 90%+.

The claim is made as Sytel release their Sytel Real-Time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.

Sytel CEO Michael McKinlay commented, “Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.

“Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring.”

Supervisors and team leaders aim to keep queues properly staffed during a shift. But this can be derailed by unscheduled events – e.g. absences, shrinkage, spikes in contact volume. This can keep customers waiting longer in queues, causing frustration, and can break Service Level Agreements (SLAs) for BPOs.

McKinlay continued, “Preparation is essential, of course. Workforce Management (WFM) is invaluable in predicting the right staffing needs in advance. But once a shift has started, what do you do when demand outstrips supply?

“WFM can only tell you there’s a problem. It’s usually up to supervisors to figure out where to get extra resources from, without causing more trouble.

“But this job has become increasingly complex, even impossible. That’s especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc.”

Contact centers have traditionally coped by bringing non-front-line staff in to handle calls (“queue busting”) and offering to call customers back while keeping their place in the queue (“queueback”).

“These practices maintain the illusion that service levels are under control,” says McKinlay. “But really they create more short-term demand, and increase the cost of servicing by failing to resolve issues first time. These should be methods of last resort, not everyday occurrences.

“The best answer? Automation. SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.

“The ‘brain’ at the center of Sytel’s CCaaS platform is the Automatic Session Distributor (ASD™), which holds the current state of everything in memory; all agents with their different skills, all sessions in all channels, all queues, each with its target service level. It has authority to take action across all work queues, outbound as well as inbound. And it is the ‘brain’ which is providing the resources to SRA to do its dynamic management, constantly updating all queue states and assignments second by second.

“It’s a big win for the power of AI and a huge win for CX as customer wait times are now kept under control,” said McKinlay.

ISMG’s Fraud, Security & Risk Management Summit

Princeton, NJ, April 15, 2024 — ISMG is pleased to announce the forthcoming Fraud, Security & Risk Management Summit, scheduled to take place in New York on April 25, 2024. This summit serves as a critical platform for C-suite leaders, policymakers, and cybersecurity and IT experts to convene, share insights, and strategize effective responses to emerging threats.

Amid the rapid proliferation of digital connectivity and technological advancements, the Fraud Summit serves as a compass for security practitioners, navigating both the expansive opportunities and intricate challenges defining contemporary cybersecurity.

Tackling Online Payment Fraud

Studies show that online payment fraud is predicted to cost businesses $343 billion between 2023 and 2027. To empower organizations to combat emerging threats effectively, ISMG’s Fraud Summit will lead discussions at the forefront of payment fraud prevention. Topics will encompass a nuanced exploration of security issues such as account takeovers and synthetic identity theft.

The summit’s agenda is tailor-made to address critical themes, including enhancing security posture, third-party risk management, cyber governance, 5G network security and the principles of zero trust.

“The Fraud Summit is a pivotal part of ISMG events portfolio – evolving every year along with advancing technologies, changing consumer behaviors, and sophisticated cybercriminal tactics,” said Jennifer Eisenhofer, VP, events, ISMG. “Our stellar lineup of leading experts will guide discussions on pivotal topics, and provide attendees with a unique opportunity to gain unparalleled insights and engage directly with top experts in the field.”

Expert Strategies for Cyber Resilience

A roster of seasoned experts, including La Monte Yarborough, CISO at HHS; Laura Deaner, CISO at Northwestern Mutual; Fred Harris, global head of risk and compliance at Citi; and David Sheidlower, chief information security and privacy officer at Turner Construction Company, will share their perspectives and experiences, equipping attendees with the latest strategies for navigating the complex cybersecurity landscape.

“The Fraud Summit in the heart of New York City is a testament to ISMG’s commitment to advancing the cybercrime dialogue globally. In 2024, we embark on our second decade of live events – an ongoing journey to redefine industry standards, guided by expert discussions and innovative strategies,” said Tom Field, SVP, editorial, ISMG. “This summit is more than an event; it’s a catalyst for collaboration, shaping a future where organizations navigate the digital landscape with resilience and strategic foresight.”

Solution Room: Deepfakes, Real Stakes

The agenda unfolds with immersive sessions that take attendees on a journey into the intricacies of the global threat landscape, unveiling revolutionary strategies to counter new and evolving threats deployed by adversaries. The spotlight will also shine on the dynamic relationship between cybersecurity leaders and IT departments, exploring collaborative tactics necessary to safeguard against escalating cyberthreats.

The summit will explore incident response strategies through an interactive Solution Room exercise, hosted jointly by the United States Secret Service and CyberEdBoard. This meticulously crafted session simulates a sophisticated cyberattack, allowing participants to enhance strategic response capabilities against a deep fake incident targeting a corporate executive.

Ethical AI for Fraud Prevention: Balancing Act

Sessions will delve deep into the ethical considerations surrounding the use of artificial intelligence (AI) in fraud prevention, addressing the delicate balance between effective fraud detection and the protection of individual privacy. This transformative discussion aims to equip attendees with a robust framework for ethical AI deployment, ensuring the integrity of their fraud prevention efforts while upholding privacy rights.

From the immediate aftermath of the Target breach and the lasting impact of SolarWinds and Log4j to the swift evolution of generative AI, ISMG Summits series has consistently stood as a premier platform for education and dialogue surrounding the industry’s most critical concerns.

ISMG’s commitment to delivering cutting-edge content and fostering collaborative discussions ensures that this summit will leave an indelible mark on the landscape of digital security. Attendees will depart armed with actionable takeaways, fortified connections, and a renewed perspective, ready to navigate the ongoing challenges of the cybersecurity landscape with resilience and innovation.

NearStream Introduces NearStream VM46

Las Vegas, CA, April 15, 2024 — NearStream, a pioneering leader in innovative live streaming technology, is thrilled to announce the debut of VM46, its groundbreaking 4K wireless Multicam live streaming solution, at this year’s National Association of Broadcasters (NAB) event.

Designed to revolutionize the way professionals capture and broadcast live events, VM46 boasts unparalleled features that redefine industry standards. With NearStream’s advanced technology, users can effortlessly capture stunning 4K footage from multiple angles, ensuring an immersive viewing experience for audiences worldwide.

“We’re excited to introduce VM46 at NAB 2024,” said Andy Xin, CEO at NearStream. “This cutting-edge solution represents a significant leap forward in live streaming technology, offering broadcasters, content creators, and event organizers the tools they need to elevate their productions to new heights.”

Key features of VM46 include:

High-definition 4K video capture: Experience crystal-clear visuals with 10x optical zoom and 6x digital zoom for stunning detail and clarity.

Seamless wireless connectivity: Eliminate the hassle of cables and cords with NearStream’s reliable wireless technology via WiFi or phone’s hotspot.

Multicam support: Effortlessly switch between multiple camera angles in real-time for dynamic live productions via the NearStream Multicam App.

Intuitive control interface: Streamline your workflow with NearStream’s user-friendly Multicam App, designed for ease of use and efficiency.

Robust reliability: Built to withstand the rigors of live broadcasting, VM46 delivers consistent performance you can depend on.

Attendees of NAB 2024 are invited to visit NearStream’s booth C4751 to experience VM46 firsthand and learn more about its groundbreaking features.

Healthcare Tech at Bio-IT World 2024 with NIX

Austin, TX, April 15, 2024 — As healthcare undergoes rapid technological transformation, ensuring the reliability of IT solutions is critical. NIX, a custom software development company with deep expertise in healthcare, will be present at Bio-IT World 2024 to showcase its commitment to building robust and dependable healthcare technology solutions.

Prioritizing Reliability in Healthcare Software

NIX understands the consequences of downtime in healthcare settings. Their solutions prioritize:

Unwavering Uptime and Security: Robust infrastructure and rigorous security protocols safeguard sensitive patient data.

Seamless Integration: Comprehensive solutions streamline workflows and ensure data accessibility.

Scalability for Growth: Adaptable technology scales with evolving practice needs.

Simplified Compliance: Solutions are designed with regulatory requirements in mind.

Dedicated Support: A team of 3000+ experts provides continuous assistance.

“30 years of healthcare expertise fuel our reliable solutions. With 500+ successful projects and long-standing relationships with industry leaders like IQVIA, MMIT, Calyx, and Truven, we’re the partner you can trust for proven results,” says Natalie Tkachenko, Head of Client Services.

Connect with NIX at Bio-IT World 2024

NIX invites healthcare organizations to visit them at Bio-IT World 2024 to discuss how they can partner to navigate the challenges of healthcare technology. The company is dedicated to helping healthcare providers modernize systems, enhance efficiency, and explore innovative advancements – all while ensuring the utmost reliability.

Cywreck Announces Groundbreaking Launch of Wreckbot AI

Mumbai, India, April 15, 2024 –Cywreck, a leading cybersecurity company with a focus on innovation, today announced the launch of Wreckbot AI, a groundbreaking AI assistant designed to empower development teams with robust security and streamlined workflows.

Wreckbot AI leverages cutting-edge artificial intelligence to transform the development process. Here’s how:

Comprehensive Security Assessments: Wreckbot AI goes beyond traditional methods by performing both Static Application Security Testing (SAST) and Dynamic Application Security Testing (DAST). This meticulous, multi-layered approach scans code throughout the development lifecycle, proactively identifying potential vulnerabilities.
AI-Driven Bug Detection and Correction: Wreckbot AI is more than just a vulnerability scanner. It acts as a proactive partner, providing detailed reports that pinpoint vulnerabilities and suggest code-based solutions for remediation. This saves developers valuable time and effort, allowing them to focus on core functionalities.
Enhanced Development Efficiency: Wreckbot AI automates crucial security assessments and suggests code fixes, significantly streamlining the development process. This frees up developers to focus on innovation and feature creation, accelerating the development cycle.

“We are thrilled to introduce Wreckbot AI and empower developers with a powerful tool that elevates both security and efficiency,” saidUtkrist Varma, CEO of Cywreck. “Cywreck has a history of delivering innovative solutions that address evolving cybersecurity challenges. Wreckbot AI represents a significant leap forward in AI-powered development assistance. We are confident it will become an indispensable asset for development teams of all sizes.”

Wreckbot AI offers several key benefits:

Improved Security Posture: Proactive identification and remediation of vulnerabilities lead to a more secure development environment, minimizing the risk of cyberattacks.
Enhanced Development Speed: Automated security assessments and code correction suggestions significantly accelerate the development process.
Reduced Development Costs: Wreckbot AI helps minimize the need for manual code reviews and security audits, resulting in cost savings.

Wreckbot AI is poised to transform the development landscape, empowering teams to build secure and robust applications with greater efficiency. Free trials will be available later this month.