For resellers today, the greatest accolade or recognition they can achieve is to gain ‘trusted advisor’ status within their client base and one of the best ways to attain this level is to add true value for customers.
In a market that all too often seems hell bent on ‘winning’ a race to the bottom when it comes to price the ability to truly differentiate is fast becoming a lost cause for many channel resellers which is why our focus at Inclarity on providing partners with business applications that solve tangible issues and ease pain points is the real winning strategy.
Take PCI DSS compliance functionality for example. This requirement impacts any company that processes orders and takes credit card payments over the phone.
Data security is such a hot topic today and the penalties for data breaches so severe that everyone must take steps to mitigate against such an occurrence.
The payment card industry (PCI) requires that the Card Verification Code, or CVC, and the extra code printed on the reverse of a debit or credit card, is not included in any call recording of the sales process. The problem for businesses is that this code verifies and authorises the ‘card not present’ sale and must therefore be requested from the buyer.
Inclarity’s Dubber Suppression, an integral feature of our Dubber Call Recording service, solves this tangible business issue for users. Being an Always-On service, means that all calls are recorded by default without the users having to remember to do anything.
But when it comes to the call recording of the CVC code, users have the choice of either manually suppressing the recoding or having an automated service.
In manual mode, the process is triggered by an agent pressing a suppress hot-key button on their phone which halts the call recording. The call recording can be resumed by pressing the hot-key at the appropriate time.
Automated mode is accomplished via the integration of our Inclarity Integrator application which also includes Click-to-Dial and CRM integration. Here, when the relevant PC payment window opens, the call recording is automatically paused until that part of the payment process is completed.
For added security all recordings within the Dubber platform are encrypted as per PCI data security standard (DSS) guidelines and access to recordings is only available to valid and authenticated users with correct permissions.
By partnering with Inclarity, resellers can add further value as our Akixi call management and analytics cloud-based application is integrated with Dubber to offer unlimited scalability, no hardware limitations, and rapid deployment.
The integration between our Integrator CRM application and Dubber enables Inclarity to improve productivity in contact centres and enhances data security of consumers.
It is joined up applications such as these, that provide incremental value-add, helping resellers raise their game with clients to the level of trusted advisor and escape that dreaded race to the bottom of the price pit.