Terry Wong
About Terry Wong
Terry Wong is the SVP of People at an organization utilizing an Intelligent Workforce Platform that leverages AI to enhance productivity and compliance in contact centers.
Terry Wong - SVP, People
Terry Wong holds the position of SVP, People. In this role, he aids contact centers in achieving unprecedented productivity and breakthrough business results. He leverages advanced technologies to enhance revenue, efficiency, customer experience (CX), and compliance through the Intelligent Workforce Platform. This platform integrates artificial intelligence into 100% of customer conversations, driving significant improvements in various operational aspects.
Intelligent Workforce Platform and AI Integration
Terry Wong's organization utilizes an Intelligent Workforce Platform that incorporates AI into every customer conversation. This integration aims to boost revenue, improve efficiency, enhance the customer experience, and ensure compliance. The AI-driven approach enables comprehensive analysis and optimization of interactions, helping contact centers elevate their performance and achieve business goals.
Data Security and Encryption Practices
Terry Wong ensures rigorous data security measures are in place. The organization uses AES-256 encryption to protect customer data both in transit and at rest. Additionally, all call recordings are transcribed using the third-party speech technology platform 'DeepGram' for analytics and reporting purposes. These practices underline a strong commitment to safeguarding sensitive information while enabling comprehensive data analysis.
Robust Security and Development Lifecycle
Security is a pivotal aspect of Terry Wong's operational strategies. The organization employs a secure development life cycle with in-built security controls. A dedicated security team reviews, updates, tests, and maintains security and privacy mechanisms regularly. Internal and external penetration testing is a routine practice, underscoring the commitment to maintaining a secure environment. Multiple vulnerability scanning services and tools are also in place for continuous monitoring and threat intelligence.
Compliance with Global Security Standards
Terry Wong's organization adheres to stringent global security and data privacy standards. It is ISO 27001:2013 certified and integrates security and privacy practices compliant with frameworks such as PCI DSS, GDPR, CCPA, and SOC 2 Type 2. These certifications and standards reflect the organization's dedication to maintaining high levels of security and data privacy, ensuring trust and compliance on a global scale.