What is the COFI Bill? Summary for financial services contact centres
The South African National Treasury released the second draft Conduct of Financial Institutions (COFI) Bill for public comment in September 2020. The Bill sets out a wide-ranging regulatory framework for the conduct of financial institutions. In this overview, we at Voyc have distilled the content of the second draft to highlight only those aspects that […]
10 things you need to know to prepare for the new FCA Consumer Duty
The new Consumer Duty is a new initiative from the FCA. Its purpose is to set higher expectations for the standards of care that UK financial services firms provide to consumers. The potential implications for those firms are significant. The Consumer Duty is still going through the consultation process. However, the general intent and principles […]
Voyc is thrilled to win Accenture’s 2021 Blue Tulip Award
Voyc won the internationally acclaimed 2021 Blue Tulip Award hosted by Accenture in the Netherlands in the Finance & Prosperity category last week. Voyc is a speech analytics quality management solution for contact centres that helps improve compliance, accelerate and optimise the handling of complaints, identify and protect vulnerable customers, and ultimately bridge trust between […]
The Importance of Voice AI Tech in Customer Service
Our interaction with technology is changing, and nowhere else is this more prevalent than in the realm of Artificial Intelligence. From employing virtual assistants in our homes to playing with immersive virtual reality in our spare time, the uses seem endless and are otherwise pervading our personal lives. Having been on the investment radar for […]
Automating Quality Assurance in Contact Centres
Does your call centre effectively manage the quality assurance process with minimal losses and maximum insight? The advent of social media, chatbots and email are mere examples of how digitalisation has transformed the way companies interact with their customers. Throughout the inclusion of these mediums, phone support still remains a popular option for customers and […]