Balance Your Customers’ Privacy and Experience by Integrating Salesforce with NICE inContact

The company needed to record and assess every call made to their interactive voice response (IVR) system to gain better business-critical insights without violating their privacy policy. This policy restricted them from collecting customer-sensitive information like credit card numbers, CVV codes, and expiration dates. They needed to implement a solution that could record all calls while automatically masking all predefined sensitive information fields without impacting the IVR performance. Before our involvement, the company had implemented a call recording system that included their existing IVR and the NICE inContact Agent for Salesforce. This out-of-the-box solution had no provision for masking sensitive information. In addition, the company’s customer service group required admin-level access to assess, delete, and manage recordings for up to 30 days, helping them ensure consistency in agent responses to customer queries. In short, the company was seeking a solid and reliable partner with Salesforce and e-commerce expertise that could provide: <ul> <li>A way to record all calls while masking sensitive information: The ability to mask out sensitive information, such as credit card numbers, was necessary from the perspective of liability and customer privacy. The solution needed to record all incoming calls successfully while masking all information deemed sensitive without hampering the IVR system performance.</li> <li>A way to ensure consistent agent response: The solution had to provide information to help the service desk manager ensure consistency in agent responses.</li> <li>Selective access to the recordings: For training purposes, the company’s customer service organization required access to the recordings for up to 30 days with admin-level access to delete, assess, and manage the recordings.</li> <li>A competent and discreet partner: The company sought a partner with solid technical expertise that could help them to quickly and quietly achieve their goals.</li> </ul>