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.
Indeed, in discussing the intricacies of CCaaS PCI compliance, SequenceShift’s Managing Director, Dmitri Muntean, explained that while, in the short term, some businesses may choose to orchestrate their own PCI compliance, “in the long term, it’s going to be more expensive to keep these processes running.
“Most organizations choose to outsource payment handling to a third party.”
“We’ve seen examples of customers who initially implemented their own solutions but later decided to use SequenceShift to further reduce their exposure.”
The importance and necessity of leveraging an effective PCI compliant phone payment solutions provider is clear for all to see, but what is it about SequenceShift’s solutions that separate it from its competitors?
SequenceShift’s Differentiators
First and foremost, SequenceShift’s biggest selling point is the fact that its solutions are specifically designed for Amazon Connect, which means that it does not rely on any outside routing.
Calls remain within the platform via API integration, avoiding external system transfers, reducing complexity and potential failures, and enhancing security and reliability.
This solution design and approach was crucial in helping to secure a deal with smart speaker provider, Sonos, as the company’s Call Centre Solutions Architect, Mathijs Parent, explained:
“If I were to pinpoint the most appealing aspect of your product, it would undoubtedly be the fact that everything is contained within our Amazon Connect instance.”
The link with AWS also includes a mirroring of the tech firm’s pay-as-you-go pricing model.
As the name suggests, users only need to pay for what they use (per transaction), with no per-agent licenses, annual support fees, minimum commitments, or contracts – providing SequenceShift’s customers with greater flexibility.
Another area in which Dmitri Muntean believes the company holds an advantage is its speed of implementation.
“This is something we’re very proud of – it’s unmatched in the market,” he said.
“We’ve had customers go from signing up to taking their first transactions in 32 minutes. This is simply not achievable with any other technology combination on the market.”
Any Amazon Connect, Salesforce Service Cloud Voice, and/or Salesforce Contact Center with Amazon Connect customer can find out more about how SequenceShift can help with phone payments and PCI DSS compliance by visiting the website today.
The company is so confident in its solutions that it’s currently offering a free, try-before-you-buy trial with no setup fees.
