If you’re an Amazon Connect customer that takes phone payments, SequenceShift could save you time, money, and effort.
In fact, if you’re using Salesforce’s Service Cloud Voice solution, you could also benefit from SequenceShift’s innovations.
Oh, and if you’re considering leveraging the new Salesforce Contact Center with Amazon Connect, you’re definitely going to be a SequenceShift fan.
For a company that often flies somewhat under the radar, it certainly plays an integral role for some of the heaviest hitters in the CX industry.
But What Exactly Does SequenceShift do?
As a specialist in phone payments solutions, SequenceShift’s tech can be leveraged by Amazon Connect users to securely capture their customers’ credit card data. This also includes customers of AWS’ natively integrated solutions, such as the aforementioned Salesforce platforms.
While its solutions are not pre-integrated within Amazon Connect, as an official AWS partner, SequenceShift’s offerings can easily be added via AWS Marketplace and billed by AWS.
We’ve all experienced the unease of providing card details over the phone; from the constant looking over your shoulder to triple-check that no one’s within earshot, to the irrational surety that the agent on the other end of the line is planning to steal your life savings.
SequenceShift’s PCI compliant, Amazon-Connect-ready solutions alleviate this stress by ensuring that customers’ data remains protected throughout the entirety of the interaction – helping businesses to build and nurture a trusting relationship with their customers.
In a standard scenario, customers are able to use their phone keypads to securely input their card details while continuing to speak with the agent. Throughout the process, this sensitive data is not part of the call or screen recording, meaning it is never heard or seen by the customer service agent.
For those customers that cannot use a keypad, SequenceShift offers an optional Secure Digital Assistant. The solution collects customers’ card details verbally and automatically passes this information to the SequenceShift Agent Application. The human agent is placed on hold while the customer provides the details, returning to complete the transaction, having never had access to the full details.
Given the amount of detail and rigor involved in designing SequenceShift’s tools, it is clear that adhering to PCI DSS compliance is no walk in the park.
But what exactly does this compliance cover, and why do CCaaS providers need it?
Unpacking PCI Compliance
While SequenceShift’s tools help to reassure customers and improve a company’s overall CX offering, from a business perspective, they are also vital in unburdening users from the time-consuming and costly demands of PCI compliance.
For those who may need to brush up on their phone payments vocabulary, PCI compliance or PCI DSS compliance refers to Payment Card Industry Data Security Standards.
In a nutshell, any company that accepts, processes, and stores card data must comply with the 300+ requirements set out by the DSS. As you might imagine, implementing and maintaining such an extensive set of conditions is no mean feat.
