Our DevOps team leveraged the existing products to build the solution: Salesforce Service Cloud (SFSC), Salesforce Commerce Cloud (SFCC), and the NICE inContact Agent for Salesforce.
SFSC captures critical parameters from the NICE inContact tool during the IVR call and automatically sends this information to SFCC. If the company’s service agent clicks on the credit card number, expiration, or CVV fields, the team’s solution sends an API request to inContact that masks the recording with white noise. Regular recording resumes only when the service agent navigates away from these fields and onto others.
Here are some key features of the solution:
- Enabled communication between SFSC, NICE inContact, and SFCC: Using NICE inContact APIs, SFSC captured and then passed to SFCC key parameters that include access information, session identifiers, service agent ID, and customer ID.
- Protected customer privacy without hampering system performance: The implemented solution seamlessly masked the customer-sensitive details without impeding the IVR system performance.
- Offered selective access to the recordings: The team used built-in features of SFSC and SFCC to define admin-level access, providing selective access to the recordings.