You have likely heard about the bill that was passed in Florida last July  and are probably working on becoming compliant or maybe you have stopped calling Florida altogether! But are you aware that several additional states (Georgia, Missouri, New York, Oklahoma, and Utah just to name a few) have passed or are about to pass similar legislation that will incorporate these new regulations including:

  • Limiting calls to a maximum of 3 attempts per 24-hour period
  • Restricting calling hours to 8am-8pm local time for each state (and each time zone within each state)
  • Prohibiting companies from displaying a different caller ID number than the number the call is originating from to conceal the identity of the caller
  • I have met with contact centers who have completely stopped calling Florida because of these new laws. Are you in a position that you can stop making calls into 6 or more different states?

    NGNCloudComm has your solutions for state-by-state compliance

    Our software can easily limit call attempts per day/hour/week/etc

    We give you the flexibility to determine restricted hours on a per State and per Time Zone basis, even in real time for manual calls. If an agent attempts to manually dial a number during restricted hours, the system will not allow the call!

    Ensure Caller ID compliance without sacrificing the ability to use enhanced options per call or per record

    These are some examples of how simple it is to ensure compliance using NGNCloudComm. But don’t stop at just compliance, Let Your Imagination Be Your Only Limitation and utilize these tools to improve your business while ensuring compliance at the same time. Here are some recent examples from our customers:

  • A billing agency was receiving complaints as records were being called after customers had made payment earlier the same day. Grupo NGN worked with this client to set up an automatic real time check on every record before the system dialed to see if payment had already been made that day prior to attempting the call. If payment had been made, even if the payment was completed just a few seconds prior to the check, the system marks the record as paid and removes it from the call queue. Complaints dropped by 99%
  • A healthcare scheduling department was able to quickly edit their IVR to include menu options to track if a customer needed to schedule an appointment with the hospital or with an individual doctor. By automatically routing customers depending on their specific requirements, queue wait times decreased by more than 35%
  • A lead generation company set up a direct data feed from their marketing webforms into their contact center IVR using our Data API. NGNCloudComm allows you to apply IVR logic to incoming leads, so business rules can be automatically applied to them. Based on the incoming data from the webforms, the customer automatically decides when and how to contact their leads ensuring compliance across multiple State laws while also applying their own internal policies at the same time!
  • Contact us to learn more about how Grupo NGN can help you with compliance even as states debate and pass new legislation or to see how NGNCloudComm can improve and future-proof your business.

     

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