You could consider the initial objective of introducing AI into CX accomplished as it dominates conversations and business strategies.
However, a new trend and demand are emerging – a movement from generic platforms to tailored vertical solutions.
It is also safe to say that retail is spearheading this charge, with unique pain points, evolving customer expectations, and the need for specialist CX tools heightened.
While it is a growing trend, this shift towards verticalized solution approaches has murmured away across the CX realm for some time.
SequenceShift Takes Vertical Solutions Approach
Take AWS, for example. It adopts a vertical solutions approach by leveraging deep, purpose-built services to address unique challenges and opportunities within healthcare, automotive, financial services, retail, and more sectors.
Part of this change is centred around SequenceShift, which has recognized this change and has been an early adopter.
It is positioning itself as a future-facing partner for the retail sector through agent-assisted and self-service phone payments, which have achieved AWS Retail Competency certification.
On this, Dimitri Muntean, Managing Director at SequenceShift, explained, “Everything is becoming more specialized. And it makes sense – different customer groups, whether by industry or size, like startups, SMBs, or enterprises, all have unique needs.”
Trying to build a one-size-fits-all solution often results in something that doesn’t fully meet anyone’s needs. When you design for specific requirements, the solution fits better.”
This approach helps meet this unique requirement and can solve problems the customer has yet to encounter.
The SequenceShift Strategic Move: The Retail Competency
SequenceShift has been widely recognized for these efforts, most recently when awarded as an AWS partner for retail software competency – which is no mean feat.
Muntean added, “Achieving this competency allows us to show that AWS trusts us and our solution to deliver for retail clients. It is a way of proving that we work well in that space. That was the main driver [to obtain the award].”
This award, which recognizes competency across verticals, enables SequenceShift to be a differentiator in this field.
It is not just a shiny badge for SequenceShift, it has real world tangible benefits for customers.
Trust, a key chain in the armour of good CX, is at the heart of SequenceShift’s philosophy.
For Muntean, it comes down to credibility. He told CX Today, “AWS has effectively given us a stamp of approval that says, ‘These guys know what they’re doing in retail.’
“So, for companies in that space, it’s a signal that we’ve been vetted and our solution meets key requirements.”
Outside of trust, customers can take advantage of enhanced integrations, sector-specific configurations such as retail, and domain expertise.
These factors all umbrella into a faster time to value for retail clients.
Naturally, focus is geared toward improving the CX for retailer’s clients, but retailers themselves can benefit from more relevant data-driven insights and address real world challenges.
In this sense, one of the core challenges is PCI-DSS compliance.
SequenceShift’s Payline Addresses Complex Issues
This is where Payline comes in. It removes its clients’ environments from the PCI-DSS scope when their customers make self-service payments over the phone.
Captured payment information gets encrypted and sent via SequenceShift to the preferred payment provider.
Muntean explained that users get “Access to the best of both worlds; the ultimate flexibility and power from Amazon Connect and industry grade PCI-DSS security from Payline by Se.
Take Sonos, for example. Due to rigorous PCI standards, they faced significant challenges in processing payments over the phone.
This limitation impacted their ability to generate sales over the phone and deliver a high-quality customer experience in their global contact centers.
Some of these challenges included the need for seamless integration with Service Cloud Voice (SCV) and Amazon Connect and subsequent missed opportunities to upsell during calls due to restrictions on phone purchases.
SequenceShift’s Payline integrates with Service Cloud Voice and Amazon Connect for secure, PCI-compliant phone payment processing.
The ability to quickly build a cost-free PoC simplified the selection process and instilled confidence in the solution’s capabilities.
PoC Within Days and Implementation Within a Month: Sonos Experienced Reduced Time-to-Values
This action by SequenceShift resulted in the PoC being built within days, implemented within a month, and provided Sonos with compliant phone payment handling.
While compliance is a compelling uses case for why vertical CX solutions are no longer just options but a competitive advantage, it is also worth noting that reduced time-to-value and implementation costs.
As vertical CX platforms come pre-configured with relevant tools, businesses can reduce time spent on customization and integration, leading to faster ROI.
Through solutions like Payline, SequenceShift remains committed to supporting the evolving needs of the retail sector.
For full details on SequenceShift’s solutions, click here.
