{"version":"1.0.0","segments":[{"speaker":"Tom Morgan","startTime":2.59,"endTime":5.24,"body":"Welcome to ACP,"},{"speaker":"Tom Morgan","startTime":2.59,"endTime":5.24,"body":"the Amazon Connect podcast."},{"speaker":"Tom Morgan","startTime":5.8,"endTime":9.1,"body":"This is the show that focuses on Amazon"},{"speaker":"Tom Morgan","startTime":5.8,"endTime":9.1,"body":"Connect and related technologies."},{"speaker":"Tom Morgan","startTime":9.66,"endTime":12.9,"body":"I'm your host, Tom Morgan,  , and"},{"speaker":"Tom Morgan","startTime":9.66,"endTime":12.9,"body":"I'm joined as usual by my co host,"},{"speaker":"Tom Morgan","startTime":13.05,"endTime":16.83,"body":"AWS Solution Architect and Contact"},{"speaker":"Tom Morgan","startTime":13.05,"endTime":16.83,"body":"Center Consultant, Alex Baker."},{"speaker":"Tom Morgan","startTime":17.59,"endTime":18.75,"body":"We are also joined today."},{"speaker":"Tom Morgan","startTime":18.85,"endTime":22.42,"body":"By Dmitri Muntean, managing"},{"speaker":"Tom Morgan","startTime":18.85,"endTime":22.42,"body":"director at SequenceShift."},{"speaker":"Tom Morgan","startTime":22.99,"endTime":27.13,"body":"Find out more about cloud Interact"},{"speaker":"Tom Morgan","startTime":22.99,"endTime":27.13,"body":"by visiting us@cloudinteract.io."},{"speaker":"Tom Morgan","startTime":34.59,"endTime":39.48,"body":"Welcome to the latest episode of ACP"},{"speaker":"Tom Morgan","startTime":34.59,"endTime":39.48,"body":"and a special welcome to Dmitri."},{"speaker":"Tom Morgan","startTime":39.81,"endTime":40.17,"body":"Dmitri."},{"speaker":"Tom Morgan","startTime":40.695,"endTime":44.175,"body":"You are coming to us"},{"speaker":"Tom Morgan","startTime":40.695,"endTime":44.175,"body":"all the way from Sydney."},{"speaker":"Tom Morgan","startTime":44.425,"endTime":48.225,"body":"And because I hate myself, I had to look"},{"speaker":"Tom Morgan","startTime":44.425,"endTime":48.225,"body":"up the weather and it looks amazing."},{"speaker":"Tom Morgan","startTime":48.285,"endTime":52.025,"body":"We are coming out of a very"},{"speaker":"Tom Morgan","startTime":48.285,"endTime":52.025,"body":"rubbish weather, January thing"},{"speaker":"Tom Morgan","startTime":52.035,"endTime":54.245,"body":"happening in winter in the UK."},{"speaker":"Tom Morgan","startTime":54.245,"endTime":56.315,"body":"So it's great to it's great"},{"speaker":"Tom Morgan","startTime":54.245,"endTime":56.315,"body":"to have you on the podcast."},{"speaker":"Tom Morgan","startTime":56.355,"endTime":56.905,"body":"So welcome."},{"speaker":"Dmitri Muntean","startTime":57.405,"endTime":58.135,"body":"Thank you guys."},{"speaker":"Dmitri Muntean","startTime":58.185,"endTime":58.745,"body":"Thanks, Tom."},{"speaker":"Dmitri Muntean","startTime":58.755,"endTime":59.455,"body":"Thanks, Alex."},{"speaker":"Tom Morgan","startTime":60.1,"endTime":62.95,"body":"So please, in your own"},{"speaker":"Tom Morgan","startTime":60.1,"endTime":62.95,"body":"words, do you mind just giving us"},{"speaker":"Tom Morgan","startTime":62.98,"endTime":65.93,"body":"a little bit of instruction about"},{"speaker":"Tom Morgan","startTime":62.98,"endTime":65.93,"body":"yourself and about SequenceShift?"},{"speaker":"Dmitri Muntean","startTime":66.43,"endTime":66.92,"body":"Sure."},{"speaker":"Dmitri Muntean","startTime":66.97,"endTime":67.3,"body":"Yes."},{"speaker":"Dmitri Muntean","startTime":67.3,"endTime":68.63,"body":"I'm my name is Dmitri."},{"speaker":"Dmitri Muntean","startTime":68.63,"endTime":70.64,"body":"I'm Managing Director of SequenceShift."},{"speaker":"Dmitri Muntean","startTime":70.8,"endTime":75.03,"body":"And I've been prior to starting"},{"speaker":"Dmitri Muntean","startTime":70.8,"endTime":75.03,"body":"SequenceShift, I've been working in PCI"},{"speaker":"Dmitri Muntean","startTime":75.03,"endTime":77.21,"body":"compliance and general security space."},{"speaker":"Dmitri Muntean","startTime":77.62,"endTime":81.17,"body":"And I also had some experience"},{"speaker":"Dmitri Muntean","startTime":77.62,"endTime":81.17,"body":"working telecom, so quite"},{"speaker":"Dmitri Muntean","startTime":81.23,"endTime":84.28,"body":"know the telephony a bit."},{"speaker":"Dmitri Muntean","startTime":84.66,"endTime":88.24,"body":"Sequence shifts It focuses on PCI"},{"speaker":"Dmitri Muntean","startTime":84.66,"endTime":88.24,"body":"compliance for Amazon Connect."},{"speaker":"Dmitri Muntean","startTime":88.25,"endTime":92.44,"body":"So we provide solutions that are"},{"speaker":"Dmitri Muntean","startTime":88.25,"endTime":92.44,"body":"designed specifically for Amazon"},{"speaker":"Dmitri Muntean","startTime":92.48,"endTime":98.08,"body":"Connect, and they solve the issue of"},{"speaker":"Dmitri Muntean","startTime":92.48,"endTime":98.08,"body":"PCI compliance in a number of ways."},{"speaker":"Dmitri Muntean","startTime":98.58,"endTime":101.2,"body":"So we have two solutions at the moment."},{"speaker":"Dmitri Muntean","startTime":101.23,"endTime":103.51,"body":"One is the agent assisted phone payment."},{"speaker":"Dmitri Muntean","startTime":103.53,"endTime":105.85,"body":"Another one is the self service RBR."},{"speaker":"Tom Morgan","startTime":106.35,"endTime":106.71,"body":"Okay."},{"speaker":"Tom Morgan","startTime":106.78,"endTime":110.3,"body":"So let's let's sort of take a step"},{"speaker":"Tom Morgan","startTime":106.78,"endTime":110.3,"body":"back for a second and I want to make"},{"speaker":"Tom Morgan","startTime":110.3,"endTime":111.89,"body":"sure that everyone's on the same page."},{"speaker":"Tom Morgan","startTime":111.89,"endTime":115.64,"body":"So I think I know what PCI"},{"speaker":"Tom Morgan","startTime":111.89,"endTime":115.64,"body":"compliance is, but can you help me?"},{"speaker":"Tom Morgan","startTime":115.64,"endTime":119.42,"body":"Like, if I don't know what PCI compliance"},{"speaker":"Tom Morgan","startTime":115.64,"endTime":119.42,"body":"is, what, what is it and why, why"},{"speaker":"Tom Morgan","startTime":119.42,"endTime":120.63,"body":"is it, why should I care about it?"},{"speaker":"Dmitri Muntean","startTime":121.13,"endTime":126.29,"body":"So PCI compliance is a"},{"speaker":"Dmitri Muntean","startTime":121.13,"endTime":126.29,"body":"set of rules created by Visa, MasterCard"},{"speaker":"Dmitri Muntean","startTime":126.29,"endTime":132.655,"body":"and other brand and other schemes, card"},{"speaker":"Dmitri Muntean","startTime":126.29,"endTime":132.655,"body":"schemes to govern how the card data."},{"speaker":"Dmitri Muntean","startTime":132.835,"endTime":138.265,"body":"Cut holder data is stored, processed,"},{"speaker":"Dmitri Muntean","startTime":132.835,"endTime":138.265,"body":"transmitted, and, and it's applicable"},{"speaker":"Dmitri Muntean","startTime":138.275,"endTime":142.985,"body":"to any business that is doing one of"},{"speaker":"Dmitri Muntean","startTime":138.275,"endTime":142.985,"body":"those things with the cut holder data."},{"speaker":"Dmitri Muntean","startTime":142.985,"endTime":146.385,"body":"So if you touch cut holder data"},{"speaker":"Dmitri Muntean","startTime":142.985,"endTime":146.385,"body":"namely credit card numbers and"},{"speaker":"Dmitri Muntean","startTime":146.385,"endTime":150.245,"body":"debit card numbers, you are exposed"},{"speaker":"Dmitri Muntean","startTime":146.385,"endTime":150.245,"body":"to PCI compliance and you're,"},{"speaker":"Dmitri Muntean","startTime":150.275,"endTime":152.155,"body":"you're subject to PCI compliance."},{"speaker":"Dmitri Muntean","startTime":152.205,"endTime":153.145,"body":"There are different levels."},{"speaker":"Dmitri Muntean","startTime":153.28,"endTime":156.95,"body":"Of compliance, depending on the number"},{"speaker":"Dmitri Muntean","startTime":153.28,"endTime":156.95,"body":"of cards that you process as a business"},{"speaker":"Dmitri Muntean","startTime":157.0,"endTime":162.31,"body":"you process in a year with the toughest"},{"speaker":"Dmitri Muntean","startTime":157.0,"endTime":162.31,"body":"one being level one at level one, level"},{"speaker":"Dmitri Muntean","startTime":162.31,"endTime":167.68,"body":"two require an external third party QSA"},{"speaker":"Dmitri Muntean","startTime":162.31,"endTime":167.68,"body":"qualified security assessor to come in"},{"speaker":"Dmitri Muntean","startTime":167.73,"endTime":173.46,"body":"and assess your infrastructure, your"},{"speaker":"Dmitri Muntean","startTime":167.73,"endTime":173.46,"body":"people your processes everything that"},{"speaker":"Dmitri Muntean","startTime":173.72,"endTime":175.78,"body":"that is around the cardholder data."},{"speaker":"Tom Morgan","startTime":176.28,"endTime":177.9,"body":"So this is a,"},{"speaker":"Tom Morgan","startTime":176.28,"endTime":177.9,"body":"this is about the card."},{"speaker":"Tom Morgan","startTime":178.425,"endTime":182.445,"body":"Companies wanting to keep a confidence"},{"speaker":"Tom Morgan","startTime":178.425,"endTime":182.445,"body":"in the system right by saying it's"},{"speaker":"Tom Morgan","startTime":182.445,"endTime":186.065,"body":"safe to use cards like because the"},{"speaker":"Tom Morgan","startTime":182.445,"endTime":186.065,"body":"people in the process, there's a,"},{"speaker":"Tom Morgan","startTime":186.375,"endTime":190.005,"body":"there's a compliance sort of management"},{"speaker":"Tom Morgan","startTime":186.375,"endTime":190.005,"body":"process that make sure that they're"},{"speaker":"Tom Morgan","startTime":190.005,"endTime":191.155,"body":"doing the right thing all the time."},{"speaker":"Tom Morgan","startTime":191.155,"endTime":192.505,"body":"And people are making sure that's"},{"speaker":"Dmitri Muntean","startTime":192.515,"endTime":192.815,"body":"true."},{"speaker":"Dmitri Muntean","startTime":193.195,"endTime":193.715,"body":"Correct."},{"speaker":"Dmitri Muntean","startTime":193.865,"endTime":197.985,"body":"So on a high level, it is a way"},{"speaker":"Dmitri Muntean","startTime":193.865,"endTime":197.985,"body":"of you know, giving people peace"},{"speaker":"Dmitri Muntean","startTime":197.985,"endTime":199.495,"body":"of mind that they're working."},{"speaker":"Dmitri Muntean","startTime":199.525,"endTime":203.285,"body":"If they're providing their"},{"speaker":"Dmitri Muntean","startTime":199.525,"endTime":203.285,"body":"cardholder details to a company"},{"speaker":"Dmitri Muntean","startTime":203.605,"endTime":205.625,"body":"and that company is PCI compliant."},{"speaker":"Dmitri Muntean","startTime":205.9,"endTime":210.34,"body":"That means the way they're going"},{"speaker":"Dmitri Muntean","startTime":205.9,"endTime":210.34,"body":"to handle your card details is"},{"speaker":"Dmitri Muntean","startTime":210.38,"endTime":214.75,"body":"going to be secure and you know,"},{"speaker":"Dmitri Muntean","startTime":210.38,"endTime":214.75,"body":"to the best available security."},{"speaker":"Dmitri Muntean","startTime":215.25,"endTime":215.59,"body":"Got it."},{"speaker":"Tom Morgan","startTime":215.87,"endTime":219.97,"body":"And, and that responsibility,"},{"speaker":"Tom Morgan","startTime":215.87,"endTime":219.97,"body":"I guess, flows, it, it includes"},{"speaker":"Tom Morgan","startTime":219.97,"endTime":223.7,"body":"the company, you know, let's say"},{"speaker":"Tom Morgan","startTime":219.97,"endTime":223.7,"body":"the shop or the retailer, whoever"},{"speaker":"Tom Morgan","startTime":223.7,"endTime":226.0,"body":"it is taking the cardholder data."},{"speaker":"Tom Morgan","startTime":226.385,"endTime":229.905,"body":"It also includes whoever, whatever"},{"speaker":"Tom Morgan","startTime":226.385,"endTime":229.905,"body":"they do with it and ongoing and"},{"speaker":"Tom Morgan","startTime":229.915,"endTime":232.615,"body":"like, are there different, are there"},{"speaker":"Tom Morgan","startTime":229.915,"endTime":232.615,"body":"different sets of rules for different"},{"speaker":"Tom Morgan","startTime":232.755,"endTime":234.095,"body":"people in the chain, essentially?"},{"speaker":"Tom Morgan","startTime":234.105,"endTime":236.945,"body":"Because I'm thinking if I'm a"},{"speaker":"Tom Morgan","startTime":234.105,"endTime":236.945,"body":"shop, yeah, I take my card or data."},{"speaker":"Tom Morgan","startTime":236.955,"endTime":241.005,"body":"Probably then I put it into some system,"},{"speaker":"Tom Morgan","startTime":236.955,"endTime":241.005,"body":"you know, either the, like what I've"},{"speaker":"Tom Morgan","startTime":241.005,"endTime":242.455,"body":"been given by my bank or whatever."},{"speaker":"Tom Morgan","startTime":242.675,"endTime":245.745,"body":"Or if it's online, there's a"},{"speaker":"Tom Morgan","startTime":242.675,"endTime":245.745,"body":"process for doing that, I guess."},{"speaker":"Tom Morgan","startTime":245.985,"endTime":246.505,"body":"And then."},{"speaker":"Tom Morgan","startTime":246.865,"endTime":248.485,"body":"Like all the way up until"},{"speaker":"Tom Morgan","startTime":246.865,"endTime":248.485,"body":"it gets to the bank."},{"speaker":"Tom Morgan","startTime":248.495,"endTime":251.175,"body":"Are there different sort of levels, if"},{"speaker":"Tom Morgan","startTime":248.495,"endTime":251.175,"body":"you like, for the different people in the"},{"speaker":"Dmitri Muntean","startTime":251.175,"endTime":251.525,"body":"chain?"},{"speaker":"Dmitri Muntean","startTime":252.125,"endTime":255.725,"body":"Well, there's, there's different"},{"speaker":"Dmitri Muntean","startTime":252.125,"endTime":255.725,"body":"difference between service providers."},{"speaker":"Dmitri Muntean","startTime":255.735,"endTime":260.305,"body":"So those companies that provide services"},{"speaker":"Dmitri Muntean","startTime":255.735,"endTime":260.305,"body":"based on the, on the cardholder data."},{"speaker":"Dmitri Muntean","startTime":260.355,"endTime":264.165,"body":"So those that process, you"},{"speaker":"Dmitri Muntean","startTime":260.355,"endTime":264.165,"body":"know, store from recurring"},{"speaker":"Dmitri Muntean","startTime":264.165,"endTime":265.965,"body":"billing and things like that."},{"speaker":"Dmitri Muntean","startTime":266.315,"endTime":268.825,"body":"So that it's, it's, it's"},{"speaker":"Dmitri Muntean","startTime":266.315,"endTime":268.825,"body":"there are additional."},{"speaker":"Dmitri Muntean","startTime":269.38,"endTime":274.49,"body":"Requirements for the service providers,"},{"speaker":"Dmitri Muntean","startTime":269.38,"endTime":274.49,"body":"but generally PCI compliance is a set"},{"speaker":"Dmitri Muntean","startTime":274.49,"endTime":278.56,"body":"of rules and it's applicable to everyone"},{"speaker":"Dmitri Muntean","startTime":274.49,"endTime":278.56,"body":"and it goes up to the bank, the bank,"},{"speaker":"Dmitri Muntean","startTime":278.57,"endTime":284.35,"body":"banks don't the banks don't have to be"},{"speaker":"Dmitri Muntean","startTime":278.57,"endTime":284.35,"body":"PCI compliant, but anyone else down,"},{"speaker":"Dmitri Muntean","startTime":284.36,"endTime":286.81,"body":"down the line has to be compliant."},{"speaker":"Dmitri Muntean","startTime":287.21,"endTime":291.48,"body":"The general approach that has been,"},{"speaker":"Dmitri Muntean","startTime":287.21,"endTime":291.48,"body":"you know market has taken over the"},{"speaker":"Dmitri Muntean","startTime":291.86,"endTime":296.81,"body":"last probably decade is to outsource"},{"speaker":"Dmitri Muntean","startTime":291.86,"endTime":296.81,"body":"as much PCI compliance as possible."},{"speaker":"Dmitri Muntean","startTime":296.83,"endTime":302.11,"body":"So to find a vendor, to find a third"},{"speaker":"Dmitri Muntean","startTime":296.83,"endTime":302.11,"body":"party, to, to perform the majority, if"},{"speaker":"Dmitri Muntean","startTime":302.11,"endTime":307.08,"body":"not all work related to the cardholder"},{"speaker":"Dmitri Muntean","startTime":302.11,"endTime":307.08,"body":"data, but even then the customer,"},{"speaker":"Dmitri Muntean","startTime":307.43,"endTime":309.74,"body":"oh, the business that uses the."},{"speaker":"Dmitri Muntean","startTime":310.24,"endTime":315.8,"body":"A third party provider to process the"},{"speaker":"Dmitri Muntean","startTime":310.24,"endTime":315.8,"body":"car data is still exposed to the scope is"},{"speaker":"Dmitri Muntean","startTime":315.8,"endTime":318.28,"body":"just the exposure is absolutely minimal."},{"speaker":"Dmitri Muntean","startTime":318.7,"endTime":320.75,"body":"So that can be either S."},{"speaker":"Dmitri Muntean","startTime":320.75,"endTime":320.86,"body":"A."},{"speaker":"Dmitri Muntean","startTime":320.86,"endTime":321.07,"body":"Q."},{"speaker":"Dmitri Muntean","startTime":321.1,"endTime":321.36,"body":"A."},{"speaker":"Dmitri Muntean","startTime":321.37,"endTime":321.75,"body":"or S."},{"speaker":"Dmitri Muntean","startTime":321.75,"endTime":321.83,"body":"A."},{"speaker":"Dmitri Muntean","startTime":321.84,"endTime":322.08,"body":"Q."},{"speaker":"Dmitri Muntean","startTime":322.08,"endTime":322.39,"body":"D."},{"speaker":"Dmitri Muntean","startTime":322.39,"endTime":325.45,"body":"so self assessment questionnaire"},{"speaker":"Dmitri Muntean","startTime":322.39,"endTime":325.45,"body":"of type A or type D."},{"speaker":"Dmitri Muntean","startTime":325.5,"endTime":328.91,"body":"and that just varies the number"},{"speaker":"Dmitri Muntean","startTime":325.5,"endTime":328.91,"body":"of requirements that they have to."},{"speaker":"Dmitri Muntean","startTime":329.22,"endTime":334.87,"body":"To comply with just for comparison, the"},{"speaker":"Dmitri Muntean","startTime":329.22,"endTime":334.87,"body":"full standard is over 300 requirements."},{"speaker":"Dmitri Muntean","startTime":335.12,"endTime":339.69,"body":"The SAQA is is about is"},{"speaker":"Dmitri Muntean","startTime":335.12,"endTime":339.69,"body":"about 24 requirements."},{"speaker":"Tom Morgan","startTime":340.39,"endTime":340.82,"body":"Okay."},{"speaker":"Tom Morgan","startTime":340.96,"endTime":345.47,"body":"I think there's there's a perception"},{"speaker":"Tom Morgan","startTime":340.96,"endTime":345.47,"body":"sometimes that PCI compliance"},{"speaker":"Tom Morgan","startTime":345.5,"endTime":347.41,"body":"is just for big companies."},{"speaker":"Tom Morgan","startTime":347.555,"endTime":350.185,"body":"And you know, it's not something you have"},{"speaker":"Tom Morgan","startTime":347.555,"endTime":350.185,"body":"to worry about if you're just like, I've"},{"speaker":"Tom Morgan","startTime":350.185,"endTime":353.435,"body":"just opened a flower shop and I've just"},{"speaker":"Tom Morgan","startTime":350.185,"endTime":353.435,"body":"gone to Amazon connect and got a phone"},{"speaker":"Tom Morgan","startTime":353.455,"endTime":358.035,"body":"number and there's just me and my friend,"},{"speaker":"Tom Morgan","startTime":353.455,"endTime":358.035,"body":"you know I, I guess, I guess that's"},{"speaker":"Tom Morgan","startTime":358.035,"endTime":359.735,"body":"where providers can really help, right?"},{"speaker":"Tom Morgan","startTime":359.735,"endTime":363.085,"body":"Because I, I'm going to assume, and"},{"speaker":"Tom Morgan","startTime":359.735,"endTime":363.085,"body":"you can correct me that actually"},{"speaker":"Tom Morgan","startTime":363.085,"endTime":365.935,"body":"PCI compliance does also apply"},{"speaker":"Tom Morgan","startTime":363.085,"endTime":365.935,"body":"there as long as you're, you know."},{"speaker":"Tom Morgan","startTime":366.305,"endTime":369.485,"body":"Dealing with cards and that's where"},{"speaker":"Tom Morgan","startTime":366.305,"endTime":369.485,"body":"a provider can really help, like"},{"speaker":"Tom Morgan","startTime":369.505,"endTime":372.205,"body":"take some of that workload and"},{"speaker":"Tom Morgan","startTime":369.505,"endTime":372.205,"body":"bring it back down to the, what you"},{"speaker":"Tom Morgan","startTime":372.205,"endTime":374.875,"body":"were talking about, like the, the,"},{"speaker":"Tom Morgan","startTime":372.205,"endTime":374.875,"body":"you know, the, the self assessment"},{"speaker":"Tom Morgan","startTime":375.095,"endTime":379.625,"body":"questionnaire, if you like, that rather"},{"speaker":"Tom Morgan","startTime":375.095,"endTime":379.625,"body":"than making it very onerous process."},{"speaker":"Tom Morgan","startTime":379.905,"endTime":381.045,"body":"Yeah, on"},{"speaker":"Alex Baker","startTime":381.255,"endTime":383.425,"body":"that point, sorry, Dmitri,"},{"speaker":"Alex Baker","startTime":381.255,"endTime":383.425,"body":"it would be, it'd be interesting to"},{"speaker":"Alex Baker","startTime":383.425,"endTime":386.585,"body":"know a bit more about, you mentioned"},{"speaker":"Alex Baker","startTime":383.425,"endTime":386.585,"body":"sort of level one, level two kind of"},{"speaker":"Alex Baker","startTime":386.615,"endTime":389.205,"body":"categorization of organizations as well."},{"speaker":"Dmitri Muntean","startTime":389.705,"endTime":394.245,"body":"Yeah, so generally so"},{"speaker":"Dmitri Muntean","startTime":389.705,"endTime":394.245,"body":"it's, it's all about the risk profile."},{"speaker":"Dmitri Muntean","startTime":394.255,"endTime":396.445,"body":"So and, and you're absolutely right."},{"speaker":"Dmitri Muntean","startTime":396.465,"endTime":400.665,"body":"The levels they actually they, they"},{"speaker":"Dmitri Muntean","startTime":396.465,"endTime":400.665,"body":"are assigned based on the number"},{"speaker":"Dmitri Muntean","startTime":400.665,"endTime":405.285,"body":"of cards handled in the years,"},{"speaker":"Dmitri Muntean","startTime":400.665,"endTime":405.285,"body":"anything below 20 thousands is."},{"speaker":"Dmitri Muntean","startTime":405.675,"endTime":410.245,"body":"Level four, that's the least, you"},{"speaker":"Dmitri Muntean","startTime":405.675,"endTime":410.245,"body":"know the, the lowest level that can"},{"speaker":"Dmitri Muntean","startTime":410.245,"endTime":416.165,"body":"be assigned to a merchant, a business"},{"speaker":"Dmitri Muntean","startTime":410.245,"endTime":416.165,"body":"that processes payment card payments."},{"speaker":"Dmitri Muntean","startTime":416.825,"endTime":420.955,"body":"Level three is about twenty"},{"speaker":"Dmitri Muntean","startTime":416.825,"endTime":420.955,"body":"thousand and one million."},{"speaker":"Dmitri Muntean","startTime":421.015,"endTime":425.585,"body":"Level four is one to six and anything"},{"speaker":"Dmitri Muntean","startTime":421.015,"endTime":425.585,"body":"above six million is level one."},{"speaker":"Dmitri Muntean","startTime":426.125,"endTime":431.24,"body":"And also schemes of Visa and MasterCard"},{"speaker":"Dmitri Muntean","startTime":426.125,"endTime":431.24,"body":"can assign the level themselves."},{"speaker":"Dmitri Muntean","startTime":431.25,"endTime":435.72,"body":"So even if a merchant, say, qualifies for"},{"speaker":"Dmitri Muntean","startTime":431.25,"endTime":435.72,"body":"level three, but if they deem them high"},{"speaker":"Dmitri Muntean","startTime":435.72,"endTime":437.96,"body":"risk, they can assign them level one."},{"speaker":"Dmitri Muntean","startTime":438.33,"endTime":441.9,"body":"The service providers can be"},{"speaker":"Dmitri Muntean","startTime":438.33,"endTime":441.9,"body":"only level one or level two."},{"speaker":"Dmitri Muntean","startTime":441.97,"endTime":447.24,"body":"Regardless of the number of cards well,"},{"speaker":"Dmitri Muntean","startTime":441.97,"endTime":447.24,"body":"if they, if they process below below"},{"speaker":"Dmitri Muntean","startTime":447.24,"endTime":448.81,"body":"1 million, they're still level two."},{"speaker":"Dmitri Muntean","startTime":448.81,"endTime":452.17,"body":"So the difference there is because level"},{"speaker":"Dmitri Muntean","startTime":448.81,"endTime":452.17,"body":"three and level four doesn't require"},{"speaker":"Dmitri Muntean","startTime":452.17,"endTime":457.09,"body":"you to To involve a third party to, to"},{"speaker":"Dmitri Muntean","startTime":452.17,"endTime":457.09,"body":"do an assessment, a security assessment"},{"speaker":"Dmitri Muntean","startTime":457.4,"endTime":462.31,"body":"but level one, level two require"},{"speaker":"Dmitri Muntean","startTime":457.4,"endTime":462.31,"body":"having a third party and yeah, service"},{"speaker":"Dmitri Muntean","startTime":462.33,"endTime":466.21,"body":"providers, they're just required to have"},{"speaker":"Dmitri Muntean","startTime":462.33,"endTime":466.21,"body":"a third party assess their security."},{"speaker":"Dmitri Muntean","startTime":466.71,"endTime":467.04,"body":"Got it."},{"speaker":"Tom Morgan","startTime":467.41,"endTime":467.71,"body":"Got it."},{"speaker":"Tom Morgan","startTime":467.81,"endTime":468.13,"body":"Okay."},{"speaker":"Tom Morgan","startTime":468.2,"endTime":468.76,"body":"That makes sense."},{"speaker":"Tom Morgan","startTime":468.79,"endTime":468.99,"body":"Okay."},{"speaker":"Tom Morgan","startTime":468.99,"endTime":472.32,"body":"So that's kind of the landscape"},{"speaker":"Tom Morgan","startTime":468.99,"endTime":472.32,"body":"where we have this problem."},{"speaker":"Tom Morgan","startTime":472.38,"endTime":476.2,"body":"And so what kind of a really high level,"},{"speaker":"Tom Morgan","startTime":472.38,"endTime":476.2,"body":"what does SequenceShift do as to kind"},{"speaker":"Tom Morgan","startTime":476.2,"endTime":478.82,"body":"of solve for that problem and, and how."},{"speaker":"Tom Morgan","startTime":479.065,"endTime":479.645,"body":"How do you do it?"},{"speaker":"Dmitri Muntean","startTime":480.145,"endTime":480.365,"body":"Yeah."},{"speaker":"Dmitri Muntean","startTime":480.365,"endTime":486.155,"body":"So in effect, what, what, who we are is"},{"speaker":"Dmitri Muntean","startTime":480.365,"endTime":486.155,"body":"we are that third party that provides"},{"speaker":"Dmitri Muntean","startTime":486.245,"endTime":491.455,"body":"that, that provides the solutions to"},{"speaker":"Dmitri Muntean","startTime":486.245,"endTime":491.455,"body":"reduce the exposure to PCR compliance."},{"speaker":"Dmitri Muntean","startTime":491.455,"endTime":495.515,"body":"So we handle the car details"},{"speaker":"Dmitri Muntean","startTime":491.455,"endTime":495.515,"body":"ourselves on behalf of the customer."},{"speaker":"Dmitri Muntean","startTime":495.825,"endTime":497.135,"body":"And that helps."},{"speaker":"Dmitri Muntean","startTime":497.635,"endTime":502.245,"body":"Merchants businesses would use the"},{"speaker":"Dmitri Muntean","startTime":497.635,"endTime":502.245,"body":"exposure to, to PCI compliance."},{"speaker":"Dmitri Muntean","startTime":502.555,"endTime":506.385,"body":"And there's a lot of misunderstanding"},{"speaker":"Dmitri Muntean","startTime":502.555,"endTime":506.385,"body":"on the market and it's applicable"},{"speaker":"Dmitri Muntean","startTime":506.395,"endTime":508.815,"body":"to to to Amazon Connect."},{"speaker":"Dmitri Muntean","startTime":509.025,"endTime":514.025,"body":"So with Amazon Connect, Amazon Connect"},{"speaker":"Dmitri Muntean","startTime":509.025,"endTime":514.025,"body":"itself has tools to kind of provide"},{"speaker":"Dmitri Muntean","startTime":514.025,"endTime":516.215,"body":"you with the, with the security."},{"speaker":"Dmitri Muntean","startTime":516.81,"endTime":520.5,"body":"Around the car data, they suppose in"},{"speaker":"Dmitri Muntean","startTime":516.81,"endTime":520.5,"body":"resume, although it's not deemed you know,"},{"speaker":"Dmitri Muntean","startTime":520.5,"endTime":524.32,"body":"it's not suitable for PCI compliance,"},{"speaker":"Dmitri Muntean","startTime":520.5,"endTime":524.32,"body":"but a lot of companies try and use that"},{"speaker":"Dmitri Muntean","startTime":524.34,"endTime":528.95,"body":"they pause the call recording when when"},{"speaker":"Dmitri Muntean","startTime":524.34,"endTime":528.95,"body":"customer is about to provide their card"},{"speaker":"Dmitri Muntean","startTime":528.95,"endTime":530.78,"body":"information and resume after boards."},{"speaker":"Dmitri Muntean","startTime":531.335,"endTime":536.085,"body":"There's there are there's information"},{"speaker":"Dmitri Muntean","startTime":531.335,"endTime":536.085,"body":"on, on how to encrypt the card data."},{"speaker":"Dmitri Muntean","startTime":536.235,"endTime":539.605,"body":"So Amazon Connect is capable"},{"speaker":"Dmitri Muntean","startTime":536.235,"endTime":539.605,"body":"of encryption of information."},{"speaker":"Dmitri Muntean","startTime":539.795,"endTime":543.705,"body":"And also Amazon Connect itself"},{"speaker":"Dmitri Muntean","startTime":539.795,"endTime":543.705,"body":"is PCR compliant services,"},{"speaker":"Dmitri Muntean","startTime":543.705,"endTime":545.355,"body":"level one compliant service."},{"speaker":"Dmitri Muntean","startTime":545.365,"endTime":547.585,"body":"It's covered in the services in scope."},{"speaker":"Dmitri Muntean","startTime":547.585,"endTime":551.625,"body":"So there's a page on AWS website"},{"speaker":"Dmitri Muntean","startTime":547.585,"endTime":551.625,"body":"that covers all the services"},{"speaker":"Dmitri Muntean","startTime":551.655,"endTime":553.145,"body":"and Amazon Connect is there."},{"speaker":"Dmitri Muntean","startTime":553.195,"endTime":558.49,"body":"So on a high level, a lot of people think"},{"speaker":"Dmitri Muntean","startTime":553.195,"endTime":558.49,"body":"that, okay, With all of that it means i'm"},{"speaker":"Dmitri Muntean","startTime":558.49,"endTime":560.77,"body":"compliant, you know they make it sound"},{"speaker":"Tom Morgan","startTime":560.77,"endTime":562.81,"body":"like yeah They make"},{"speaker":"Tom Morgan","startTime":560.77,"endTime":562.81,"body":"it sound like it's all compliant,"},{"speaker":"Dmitri Muntean","startTime":562.81,"endTime":563.02,"body":"right?"},{"speaker":"Dmitri Muntean","startTime":563.04,"endTime":567.45,"body":"Yeah, correct But without using a third"},{"speaker":"Dmitri Muntean","startTime":563.04,"endTime":567.45,"body":"party you are exposed to the full scope So"},{"speaker":"Dmitri Muntean","startTime":567.46,"endTime":571.81,"body":"over 300 requirements are applicable and"},{"speaker":"Dmitri Muntean","startTime":567.46,"endTime":571.81,"body":"these requirements are not only technology"},{"speaker":"Dmitri Muntean","startTime":571.9,"endTime":576.24,"body":"requirements those requirements cover"},{"speaker":"Dmitri Muntean","startTime":571.9,"endTime":576.24,"body":"processes people in the organization"},{"speaker":"Dmitri Muntean","startTime":576.48,"endTime":581.71,"body":"their roles what they do how they do it"},{"speaker":"Dmitri Muntean","startTime":576.48,"endTime":581.71,"body":"and that's That becomes a real burden,"},{"speaker":"Dmitri Muntean","startTime":581.75,"endTime":587.74,"body":"and we've seen with us, we've seen"},{"speaker":"Dmitri Muntean","startTime":581.75,"endTime":587.74,"body":"that a lot of times customers would"},{"speaker":"Dmitri Muntean","startTime":587.76,"endTime":592.15,"body":"look at our solution, decide that it's"},{"speaker":"Dmitri Muntean","startTime":587.76,"endTime":592.15,"body":"too expensive, go and build their own"},{"speaker":"Dmitri Muntean","startTime":592.15,"endTime":596.23,"body":"solution, go through the first audit, and"},{"speaker":"Dmitri Muntean","startTime":592.15,"endTime":596.23,"body":"understand that they didn't save a bit."},{"speaker":"Dmitri Muntean","startTime":596.57,"endTime":599.54,"body":"Yes, building your own"},{"speaker":"Dmitri Muntean","startTime":596.57,"endTime":599.54,"body":"solution is cheaper."},{"speaker":"Dmitri Muntean","startTime":600.12,"endTime":604.35,"body":"In the, in the short term, but in"},{"speaker":"Dmitri Muntean","startTime":600.12,"endTime":604.35,"body":"the long run the, the, if you look"},{"speaker":"Dmitri Muntean","startTime":604.35,"endTime":606.16,"body":"at it, PSI compliance keeps changing."},{"speaker":"Dmitri Muntean","startTime":606.16,"endTime":610.69,"body":"For example, at the end of March the PSI"},{"speaker":"Dmitri Muntean","startTime":606.16,"endTime":610.69,"body":"version four becomes the default one."},{"speaker":"Dmitri Muntean","startTime":610.79,"endTime":613.6,"body":"And that brings a lot of new requirements."},{"speaker":"Dmitri Muntean","startTime":613.88,"endTime":614.62,"body":"to the customer."},{"speaker":"Dmitri Muntean","startTime":614.62,"endTime":618.64,"body":"So companies that have built their"},{"speaker":"Dmitri Muntean","startTime":614.62,"endTime":618.64,"body":"own solution and been running so"},{"speaker":"Dmitri Muntean","startTime":618.64,"endTime":622.95,"body":"far with them will now have to"},{"speaker":"Dmitri Muntean","startTime":618.64,"endTime":622.95,"body":"assess their solution against level"},{"speaker":"Dmitri Muntean","startTime":622.96,"endTime":625.11,"body":"four against PCI version four."},{"speaker":"Dmitri Muntean","startTime":625.35,"endTime":629.37,"body":"And that we'll realize that there's"},{"speaker":"Dmitri Muntean","startTime":625.35,"endTime":629.37,"body":"a lot more things in scope that they"},{"speaker":"Dmitri Muntean","startTime":629.37,"endTime":631.59,"body":"need to look into, and they need to."},{"speaker":"Dmitri Muntean","startTime":631.83,"endTime":635.85,"body":"Adjust their solution, adjust their"},{"speaker":"Dmitri Muntean","startTime":631.83,"endTime":635.85,"body":"processes, and do a lot of other"},{"speaker":"Dmitri Muntean","startTime":635.86,"endTime":638.55,"body":"stuff to maintain their compliance."},{"speaker":"Dmitri Muntean","startTime":639.2,"endTime":642.49,"body":"By using third party, that's"},{"speaker":"Dmitri Muntean","startTime":639.2,"endTime":642.49,"body":"responsibility of your provider."},{"speaker":"Dmitri Muntean","startTime":642.5,"endTime":646.44,"body":"Your provider needs to be a compliant"},{"speaker":"Dmitri Muntean","startTime":642.5,"endTime":646.44,"body":"level four version four compliant."},{"speaker":"Dmitri Muntean","startTime":646.94,"endTime":647.85,"body":"So it,"},{"speaker":"Tom Morgan","startTime":648.07,"endTime":649.13,"body":"it completely makes sense."},{"speaker":"Tom Morgan","startTime":649.13,"endTime":651.9,"body":"Like it's, it's all those"},{"speaker":"Tom Morgan","startTime":649.13,"endTime":651.9,"body":"things that are not the primary"},{"speaker":"Tom Morgan","startTime":651.9,"endTime":653.53,"body":"focus of the, the organization."},{"speaker":"Tom Morgan","startTime":653.9,"endTime":657.92,"body":"It's, it's just like outsourcing"},{"speaker":"Tom Morgan","startTime":653.9,"endTime":657.92,"body":"your website or your SEO or a million"},{"speaker":"Tom Morgan","startTime":657.92,"endTime":661.29,"body":"other things that are not core to like"},{"speaker":"Tom Morgan","startTime":657.92,"endTime":661.29,"body":"what your company is doing with the"},{"speaker":"Tom Morgan","startTime":661.29,"endTime":663.8,"body":"added like flavoring of risk as well."},{"speaker":"Tom Morgan","startTime":663.82,"endTime":666.41,"body":"Like, you know, the, the, the"},{"speaker":"Tom Morgan","startTime":663.82,"endTime":666.41,"body":"added risk exposure you pick"},{"speaker":"Tom Morgan","startTime":666.41,"endTime":667.7,"body":"up by not doing it properly."},{"speaker":"Tom Morgan","startTime":667.955,"endTime":668.485,"body":"That's,"},{"speaker":"Dmitri Muntean","startTime":668.535,"endTime":669.825,"body":"that's absolutely right."},{"speaker":"Dmitri Muntean","startTime":669.845,"endTime":671.045,"body":"That's absolutely right."},{"speaker":"Dmitri Muntean","startTime":671.115,"endTime":671.395,"body":"Yeah."},{"speaker":"Dmitri Muntean","startTime":671.895,"endTime":672.255,"body":"Can we"},{"speaker":"Alex Baker","startTime":672.255,"endTime":675.405,"body":"touch a bit more quickly on,"},{"speaker":"Alex Baker","startTime":672.255,"endTime":675.405,"body":"I'm interested in what you said about"},{"speaker":"Alex Baker","startTime":675.625,"endTime":677.905,"body":"pause and resume in particular, Dmitris."},{"speaker":"Alex Baker","startTime":677.955,"endTime":683.425,"body":"I think that's something that is quite"},{"speaker":"Alex Baker","startTime":677.955,"endTime":683.425,"body":"common from what I've seen across contact"},{"speaker":"Alex Baker","startTime":683.425,"endTime":685.255,"body":"centers that might be taking payments."},{"speaker":"Alex Baker","startTime":685.825,"endTime":688.355,"body":"A lot of them seem to adopt"},{"speaker":"Alex Baker","startTime":685.825,"endTime":688.355,"body":"pause and resume as sort of that"},{"speaker":"Alex Baker","startTime":688.355,"endTime":691.855,"body":"base level of this will stop us"},{"speaker":"Alex Baker","startTime":688.355,"endTime":691.855,"body":"from capturing the card details."},{"speaker":"Alex Baker","startTime":692.285,"endTime":694.015,"body":"Why is it that that?"},{"speaker":"Alex Baker","startTime":694.335,"endTime":698.265,"body":"In itself might not be sort of compliant"},{"speaker":"Alex Baker","startTime":694.335,"endTime":698.265,"body":"and might not be what they actually need."},{"speaker":"Dmitri Muntean","startTime":698.765,"endTime":702.115,"body":"So ultimately"},{"speaker":"Dmitri Muntean","startTime":698.765,"endTime":702.115,"body":"it is up to QSA to say if it's"},{"speaker":"Dmitri Muntean","startTime":702.115,"endTime":703.695,"body":"compliant or not compliant."},{"speaker":"Dmitri Muntean","startTime":703.765,"endTime":707.595,"body":"But by using pause and resume, you"},{"speaker":"Dmitri Muntean","startTime":703.765,"endTime":707.595,"body":"solve only one piece of the puzzle."},{"speaker":"Dmitri Muntean","startTime":707.595,"endTime":711.865,"body":"You solve the problem of having"},{"speaker":"Dmitri Muntean","startTime":707.595,"endTime":711.865,"body":"card data recorded somewhere."},{"speaker":"Dmitri Muntean","startTime":712.365,"endTime":717.615,"body":"And that means where the storage that"},{"speaker":"Dmitri Muntean","startTime":712.365,"endTime":717.615,"body":"you use for recording usually S3,"},{"speaker":"Dmitri Muntean","startTime":717.965,"endTime":721.615,"body":"you know, doesn't have to, doesn't"},{"speaker":"Dmitri Muntean","startTime":717.965,"endTime":721.615,"body":"fall into the PCI compliance scope."},{"speaker":"Dmitri Muntean","startTime":721.955,"endTime":726.335,"body":"However, you know, you absolutely"},{"speaker":"Dmitri Muntean","startTime":721.955,"endTime":726.335,"body":"sure you're pausing it every time and"},{"speaker":"Dmitri Muntean","startTime":726.375,"endTime":731.315,"body":"resuming maybe not that, not, not that"},{"speaker":"Dmitri Muntean","startTime":726.375,"endTime":731.315,"body":"important in that context, but are you"},{"speaker":"Dmitri Muntean","startTime":731.365,"endTime":733.295,"body":"sure that it's, it's paused every time?"},{"speaker":"Dmitri Muntean","startTime":733.305,"endTime":736.045,"body":"So that's, that's"},{"speaker":"Dmitri Muntean","startTime":733.305,"endTime":736.045,"body":"solving just one problem."},{"speaker":"Dmitri Muntean","startTime":736.235,"endTime":738.775,"body":"But you also have a problem"},{"speaker":"Dmitri Muntean","startTime":736.235,"endTime":738.775,"body":"of you know, agents."},{"speaker":"Dmitri Muntean","startTime":738.84,"endTime":744.88,"body":"And because agents are on the call"},{"speaker":"Dmitri Muntean","startTime":738.84,"endTime":744.88,"body":"and they're using computers, there"},{"speaker":"Dmitri Muntean","startTime":744.88,"endTime":746.25,"body":"are other devices in the room."},{"speaker":"Dmitri Muntean","startTime":746.56,"endTime":750.64,"body":"All of that from PCI compliance"},{"speaker":"Dmitri Muntean","startTime":746.56,"endTime":750.64,"body":"perspective has to be segregated."},{"speaker":"Dmitri Muntean","startTime":750.68,"endTime":754.44,"body":"So network has to be segregated"},{"speaker":"Dmitri Muntean","startTime":750.68,"endTime":754.44,"body":"because the cut holder data"},{"speaker":"Dmitri Muntean","startTime":754.49,"endTime":756.23,"body":"travels through those computers."},{"speaker":"Dmitri Muntean","startTime":756.33,"endTime":757.44,"body":"They're typing it in."},{"speaker":"Dmitri Muntean","startTime":758.13,"endTime":759.36,"body":"They're using headsets."},{"speaker":"Dmitri Muntean","startTime":759.64,"endTime":762.1,"body":"All of these devices need to be patched."},{"speaker":"Dmitri Muntean","startTime":762.17,"endTime":766.17,"body":"They need to be you know, patched"},{"speaker":"Dmitri Muntean","startTime":762.17,"endTime":766.17,"body":"within, within a month of, of of the"},{"speaker":"Dmitri Muntean","startTime":766.17,"endTime":768.645,"body":"release of the latest security updates."},{"speaker":"Dmitri Muntean","startTime":768.645,"endTime":770.445,"body":"So you need to patch your phones."},{"speaker":"Dmitri Muntean","startTime":770.655,"endTime":774.015,"body":"You need to patch your computers,"},{"speaker":"Dmitri Muntean","startTime":770.655,"endTime":774.015,"body":"you need to use some sort of"},{"speaker":"Dmitri Muntean","startTime":774.015,"endTime":777.805,"body":"recording tools for the screen to"},{"speaker":"Dmitri Muntean","startTime":774.015,"endTime":777.805,"body":"make sure the agent is not using."},{"speaker":"Dmitri Muntean","startTime":778.395,"endTime":782.635,"body":"Is not recording this data, you"},{"speaker":"Dmitri Muntean","startTime":778.395,"endTime":782.635,"body":"know, in the text file and printing"},{"speaker":"Dmitri Muntean","startTime":782.635,"endTime":784.175,"body":"it out and taking that home."},{"speaker":"Dmitri Muntean","startTime":784.525,"endTime":787.025,"body":"You need to ensure that it's"},{"speaker":"Dmitri Muntean","startTime":784.525,"endTime":787.025,"body":"a clean room environment."},{"speaker":"Dmitri Muntean","startTime":787.285,"endTime":791.095,"body":"The agents are not, are not writing,"},{"speaker":"Dmitri Muntean","startTime":787.285,"endTime":791.095,"body":"are writing the information down,"},{"speaker":"Dmitri Muntean","startTime":791.275,"endTime":792.695,"body":"you know, and taking that home."},{"speaker":"Dmitri Muntean","startTime":793.215,"endTime":796.725,"body":"So , pause and resume solves just"},{"speaker":"Dmitri Muntean","startTime":793.215,"endTime":796.725,"body":"the problem of the recording."},{"speaker":"Dmitri Muntean","startTime":796.735,"endTime":800.635,"body":"You still have the people which are"},{"speaker":"Dmitri Muntean","startTime":796.735,"endTime":800.635,"body":"agents, you have the processes, how"},{"speaker":"Dmitri Muntean","startTime":800.635,"endTime":805.595,"body":"the card data is taken and you have"},{"speaker":"Dmitri Muntean","startTime":800.635,"endTime":805.595,"body":"all that infrastructure that the car"},{"speaker":"Dmitri Muntean","startTime":805.595,"endTime":810.495,"body":"data travels through that needs to be"},{"speaker":"Dmitri Muntean","startTime":805.595,"endTime":810.495,"body":"segregated, kept up to date, maintained"},{"speaker":"Dmitri Muntean","startTime":810.735,"endTime":812.373,"body":"and everything that comes with it."},{"speaker":"Dmitri Muntean","startTime":812.373,"endTime":814.135,"body":"That's how you make sense."},{"speaker":"Tom Morgan","startTime":814.165,"endTime":814.585,"body":"Makes sense."},{"speaker":"Tom Morgan","startTime":814.585,"endTime":814.795,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":814.795,"endTime":815.355,"body":"Great answer."},{"speaker":"Tom Morgan","startTime":815.355,"endTime":815.665,"body":"Thank you."},{"speaker":"Tom Morgan","startTime":815.665,"endTime":816.205,"body":"Yeah, cool."},{"speaker":"Tom Morgan","startTime":816.515,"endTime":820.465,"body":"So you, you said earlier that you had two"},{"speaker":"Tom Morgan","startTime":816.515,"endTime":820.465,"body":"different models for kind of delivering."},{"speaker":"Tom Morgan","startTime":820.535,"endTime":824.945,"body":"Your solution on, on connect a"},{"speaker":"Tom Morgan","startTime":820.535,"endTime":824.945,"body":"agent assisted and non agent."},{"speaker":"Tom Morgan","startTime":824.965,"endTime":825.675,"body":"Is that correct?"},{"speaker":"Tom Morgan","startTime":825.875,"endTime":826.985,"body":"Do you want to just walk through those?"},{"speaker":"Tom Morgan","startTime":826.985,"endTime":827.205,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":827.205,"endTime":828.895,"body":"Cause it'd be good to understand like"},{"speaker":"Dmitri Muntean","startTime":829.195,"endTime":829.915,"body":"how that works."},{"speaker":"Dmitri Muntean","startTime":829.975,"endTime":830.385,"body":"Yeah."},{"speaker":"Dmitri Muntean","startTime":830.385,"endTime":834.865,"body":"So I'll start with the self service"},{"speaker":"Dmitri Muntean","startTime":830.385,"endTime":834.865,"body":"option which is the easiest one."},{"speaker":"Dmitri Muntean","startTime":834.865,"endTime":839.585,"body":"So it's basically a customer reacting or"},{"speaker":"Dmitri Muntean","startTime":834.865,"endTime":839.585,"body":"providing their card data in return of"},{"speaker":"Dmitri Muntean","startTime":839.665,"endTime":841.405,"body":"after, after listening to the prompts."},{"speaker":"Dmitri Muntean","startTime":841.555,"endTime":846.385,"body":"It's a prompt play please enter"},{"speaker":"Dmitri Muntean","startTime":841.555,"endTime":846.385,"body":"your card number, they, they enter"},{"speaker":"Dmitri Muntean","startTime":846.385,"endTime":850.635,"body":"the card number, please enter"},{"speaker":"Dmitri Muntean","startTime":846.385,"endTime":850.635,"body":"your expiry date, CVV et cetera."},{"speaker":"Dmitri Muntean","startTime":850.655,"endTime":855.655,"body":"So it is it is a simpler solution in"},{"speaker":"Dmitri Muntean","startTime":850.655,"endTime":855.655,"body":"terms of there's no agent involved."},{"speaker":"Dmitri Muntean","startTime":855.705,"endTime":855.845,"body":"Mm-Hmm."},{"speaker":"Dmitri Muntean","startTime":855.845,"endTime":857.05,"body":"In, in that process."},{"speaker":"Dmitri Muntean","startTime":857.25,"endTime":860.39,"body":"What's, what's different about"},{"speaker":"Dmitri Muntean","startTime":857.25,"endTime":860.39,"body":"our solution compared with, other"},{"speaker":"Dmitri Muntean","startTime":860.39,"endTime":864.72,"body":"vendors is that with our solution,"},{"speaker":"Dmitri Muntean","startTime":860.39,"endTime":864.72,"body":"the call never leaves Amazon Connect."},{"speaker":"Dmitri Muntean","startTime":864.725,"endTime":864.81,"body":"Mm-Hmm."},{"speaker":"Dmitri Muntean","startTime":865.09,"endTime":869.39,"body":"If you look at what's available on"},{"speaker":"Dmitri Muntean","startTime":865.09,"endTime":869.39,"body":"the market it is usually the dial out."},{"speaker":"Dmitri Muntean","startTime":869.39,"endTime":873.97,"body":"So you need to, to, to so your"},{"speaker":"Dmitri Muntean","startTime":869.39,"endTime":873.97,"body":"customer goes through the contact flow."},{"speaker":"Dmitri Muntean","startTime":874.61,"endTime":877.74,"body":"And at the time when they need to"},{"speaker":"Dmitri Muntean","startTime":874.61,"endTime":877.74,"body":"make a payment Amazon Connect dials"},{"speaker":"Dmitri Muntean","startTime":877.74,"endTime":881.59,"body":"out to a third party and that part"},{"speaker":"Dmitri Muntean","startTime":877.74,"endTime":881.59,"body":"where the card data is captured"},{"speaker":"Dmitri Muntean","startTime":881.62,"endTime":884.44,"body":"is hosted in that third party IVR."},{"speaker":"Dmitri Muntean","startTime":884.95,"endTime":887.82,"body":"And it becomes a challenge"},{"speaker":"Dmitri Muntean","startTime":884.95,"endTime":887.82,"body":"to pass additional data."},{"speaker":"Dmitri Muntean","startTime":887.86,"endTime":891.71,"body":"So for example, an amount that customer"},{"speaker":"Dmitri Muntean","startTime":887.86,"endTime":891.71,"body":"must pay, any reference number that"},{"speaker":"Dmitri Muntean","startTime":891.71,"endTime":896.41,"body":"you want to, you know, to pass with the"},{"speaker":"Dmitri Muntean","startTime":891.71,"endTime":896.41,"body":"payment, any other additional information"},{"speaker":"Dmitri Muntean","startTime":896.51,"endTime":898.08,"body":"that's required for that payment."},{"speaker":"Dmitri Muntean","startTime":898.09,"endTime":904.05,"body":"So if you look so yeah, it just becomes,"},{"speaker":"Dmitri Muntean","startTime":898.09,"endTime":904.05,"body":"it just becomes really, really problematic"},{"speaker":"Dmitri Muntean","startTime":904.05,"endTime":908.92,"body":"to pass that initial information into,"},{"speaker":"Dmitri Muntean","startTime":904.05,"endTime":908.92,"body":"into the third party without solution."},{"speaker":"Dmitri Muntean","startTime":908.92,"endTime":911.35,"body":"The call always stays"},{"speaker":"Dmitri Muntean","startTime":908.92,"endTime":911.35,"body":"in the Amazon connect."},{"speaker":"Dmitri Muntean","startTime":911.35,"endTime":914.44,"body":"So as the customer goes through the"},{"speaker":"Dmitri Muntean","startTime":911.35,"endTime":914.44,"body":"flow, there's somehow authenticated."},{"speaker":"Dmitri Muntean","startTime":914.44,"endTime":917.97,"body":"It's all, they provide some information"},{"speaker":"Dmitri Muntean","startTime":914.44,"endTime":917.97,"body":"about, for example, their invoice"},{"speaker":"Dmitri Muntean","startTime":917.97,"endTime":920.01,"body":"number, and you can do a data deep."},{"speaker":"Dmitri Muntean","startTime":920.51,"endTime":923.98,"body":"You can look up that information in your"},{"speaker":"Dmitri Muntean","startTime":920.51,"endTime":923.98,"body":"database with the help of the lender."},{"speaker":"Dmitri Muntean","startTime":924.3,"endTime":927.57,"body":"You can retrieve all the information"},{"speaker":"Dmitri Muntean","startTime":924.3,"endTime":927.57,"body":"that you have about that payment."},{"speaker":"Dmitri Muntean","startTime":927.58,"endTime":931.76,"body":"You can you know, present you can tell the"},{"speaker":"Dmitri Muntean","startTime":927.58,"endTime":931.76,"body":"customer the amount that's outstanding."},{"speaker":"Dmitri Muntean","startTime":931.77,"endTime":935.7,"body":"You can tell the customer other reference"},{"speaker":"Dmitri Muntean","startTime":931.77,"endTime":935.7,"body":"numbers, and if the customer wants to"},{"speaker":"Dmitri Muntean","startTime":935.7,"endTime":940.79,"body":"proceed with the payment, that information"},{"speaker":"Dmitri Muntean","startTime":935.7,"endTime":940.79,"body":"is just passed to our system via API call."},{"speaker":"Dmitri Muntean","startTime":941.29,"endTime":945.91,"body":"And then they go  into providing"},{"speaker":"Dmitri Muntean","startTime":941.29,"endTime":945.91,"body":"their card data, which still"},{"speaker":"Dmitri Muntean","startTime":945.91,"endTime":949.88,"body":"happens within Amazon Connect and"},{"speaker":"Dmitri Muntean","startTime":945.91,"endTime":949.88,"body":"is immediately sent over to our"},{"speaker":"Dmitri Muntean","startTime":949.88,"endTime":951.75,"body":"environment in the encrypted format."},{"speaker":"Dmitri Muntean","startTime":951.75,"endTime":954.19,"body":"So we provide an encryption"},{"speaker":"Dmitri Muntean","startTime":951.75,"endTime":954.19,"body":"key, which gets imported."},{"speaker":"Dmitri Muntean","startTime":954.59,"endTime":957.74,"body":"It's a public key, so that key can"},{"speaker":"Dmitri Muntean","startTime":954.59,"endTime":957.74,"body":"only be used to encrypt the data."},{"speaker":"Dmitri Muntean","startTime":957.74,"endTime":959.7,"body":"It gets imported into Amazon Connect."},{"speaker":"Dmitri Muntean","startTime":960.2,"endTime":964.05,"body":"The customer provides their"},{"speaker":"Dmitri Muntean","startTime":960.2,"endTime":964.05,"body":"data, it gets encrypted and"},{"speaker":"Dmitri Muntean","startTime":964.05,"endTime":965.35,"body":"sent over into our environment."},{"speaker":"Tom Morgan","startTime":965.85,"endTime":966.29,"body":"That's nice."},{"speaker":"Tom Morgan","startTime":966.3,"endTime":969.39,"body":"And I can kind of see, like, that's"},{"speaker":"Tom Morgan","startTime":966.3,"endTime":969.39,"body":"a nice model for security as well,"},{"speaker":"Tom Morgan","startTime":969.39,"endTime":972.8,"body":"because there's no, there's no other"},{"speaker":"Tom Morgan","startTime":969.39,"endTime":972.8,"body":"humans present, like, in that process."},{"speaker":"Tom Morgan","startTime":972.8,"endTime":975.94,"body":"It's all, you know, you, you've"},{"speaker":"Tom Morgan","startTime":972.8,"endTime":975.94,"body":"taken the agent out, which I, it's"},{"speaker":"Tom Morgan","startTime":975.94,"endTime":977.51,"body":"a, I guess it's a compromise, right?"},{"speaker":"Tom Morgan","startTime":977.51,"endTime":982.41,"body":"Because it's arguably safer, but is"},{"speaker":"Tom Morgan","startTime":977.51,"endTime":982.41,"body":"it quite the same kind of human touch?"},{"speaker":"Tom Morgan","startTime":982.45,"endTime":984.61,"body":"But I guess, You companies"},{"speaker":"Tom Morgan","startTime":982.45,"endTime":984.61,"body":"have that choice, right?"},{"speaker":"Dmitri Muntean","startTime":984.61,"endTime":985.37,"body":"Yeah, yeah."},{"speaker":"Dmitri Muntean","startTime":985.42,"endTime":988.56,"body":"And a lot of come, a lot of our"},{"speaker":"Dmitri Muntean","startTime":985.42,"endTime":988.56,"body":"customers use both of our solutions,"},{"speaker":"Dmitri Muntean","startTime":988.57,"endTime":990.45,"body":"so, but they have different use cases."},{"speaker":"Dmitri Muntean","startTime":990.46,"endTime":995.56,"body":"And it is, it is really down to, you know,"},{"speaker":"Dmitri Muntean","startTime":990.46,"endTime":995.56,"body":"what type of why the customer is calling."},{"speaker":"Dmitri Muntean","startTime":995.56,"endTime":998.66,"body":"So for example, if we're talking about"},{"speaker":"Dmitri Muntean","startTime":995.56,"endTime":998.66,"body":"the company that collect payments, so"},{"speaker":"Dmitri Muntean","startTime":998.66,"endTime":1003.29,"body":"we, for example, your energy company,"},{"speaker":"Dmitri Muntean","startTime":998.66,"endTime":1003.29,"body":"so you are calling to provide a payment"},{"speaker":"Dmitri Muntean","startTime":1003.36,"endTime":1005.29,"body":"and that is the reason for your call."},{"speaker":"Dmitri Muntean","startTime":1005.58,"endTime":1007.84,"body":"And for you or for the business, it."},{"speaker":"Dmitri Muntean","startTime":1008.145,"endTime":1012.005,"body":"Doesn't really matter if it's an agent"},{"speaker":"Dmitri Muntean","startTime":1008.145,"endTime":1012.005,"body":"assisted or self service, the customer"},{"speaker":"Dmitri Muntean","startTime":1012.615,"endTime":1016.415,"body":"will provide the payment because that's"},{"speaker":"Dmitri Muntean","startTime":1012.615,"endTime":1016.415,"body":"the reason they called you know the"},{"speaker":"Dmitri Muntean","startTime":1016.475,"endTime":1018.135,"body":"they call the, this organization."},{"speaker":"Dmitri Muntean","startTime":1018.675,"endTime":1023.415,"body":"But if it's a sales call, for example,"},{"speaker":"Dmitri Muntean","startTime":1018.675,"endTime":1023.415,"body":"where an agent is trying to convince the"},{"speaker":"Dmitri Muntean","startTime":1023.415,"endTime":1028.465,"body":"customer to to make a purchase, to buy"},{"speaker":"Dmitri Muntean","startTime":1023.415,"endTime":1028.465,"body":"something switching them off, you know,"},{"speaker":"Dmitri Muntean","startTime":1028.475,"endTime":1030.125,"body":"after the conversation, after agent."},{"speaker":"Dmitri Muntean","startTime":1030.3,"endTime":1034.56,"body":"And the customer has agreed to you know,"},{"speaker":"Dmitri Muntean","startTime":1030.3,"endTime":1034.56,"body":"to proceed with the purchase, switching"},{"speaker":"Dmitri Muntean","startTime":1034.56,"endTime":1039.59,"body":"them to automated IVR you know, can lead"},{"speaker":"Dmitri Muntean","startTime":1034.56,"endTime":1039.59,"body":"to customers dropping off because it's"},{"speaker":"Dmitri Muntean","startTime":1039.59,"endTime":1044.95,"body":"much easier to hang up on an automated"},{"speaker":"Dmitri Muntean","startTime":1039.59,"endTime":1044.95,"body":"IVR compared to, you know, a human when"},{"speaker":"Dmitri Muntean","startTime":1044.95,"endTime":1048.19,"body":"you're talking to a human, and this"},{"speaker":"Dmitri Muntean","startTime":1044.95,"endTime":1048.19,"body":"is where our second solution comes in."},{"speaker":"Dmitri Muntean","startTime":1048.325,"endTime":1050.635,"body":"So it's an agent assisted solution."},{"speaker":"Dmitri Muntean","startTime":1050.975,"endTime":1054.175,"body":"The way it works is the, the"},{"speaker":"Dmitri Muntean","startTime":1050.975,"endTime":1054.175,"body":"agent and the customer, they"},{"speaker":"Dmitri Muntean","startTime":1054.175,"endTime":1055.595,"body":"maintain voice communications."},{"speaker":"Dmitri Muntean","startTime":1055.605,"endTime":1059.415,"body":"So they keep talking to each other"},{"speaker":"Dmitri Muntean","startTime":1055.605,"endTime":1059.415,"body":"during the process all the time."},{"speaker":"Dmitri Muntean","startTime":1059.925,"endTime":1063.529,"body":"And the customer still uses"},{"speaker":"Dmitri Muntean","startTime":1059.925,"endTime":1063.529,"body":"their keypad to provide the."},{"speaker":"Dmitri Muntean","startTime":1063.67,"endTime":1067.68,"body":"Their card, card data, which"},{"speaker":"Dmitri Muntean","startTime":1063.67,"endTime":1067.68,"body":"pops up on a page to the agent."},{"speaker":"Dmitri Muntean","startTime":1067.68,"endTime":1071.95,"body":"So the agent is looking on the page and"},{"speaker":"Dmitri Muntean","startTime":1067.68,"endTime":1071.95,"body":"the information that's entered by the"},{"speaker":"Dmitri Muntean","startTime":1071.97,"endTime":1077.46,"body":"customer pops up there in a mask format"},{"speaker":"Dmitri Muntean","startTime":1071.97,"endTime":1077.46,"body":"and the agent can confirm all the details."},{"speaker":"Dmitri Muntean","startTime":1077.48,"endTime":1080.24,"body":"So for example, they can see the type"},{"speaker":"Dmitri Muntean","startTime":1077.48,"endTime":1080.24,"body":"of the card, the last four digits,"},{"speaker":"Dmitri Muntean","startTime":1080.24,"endTime":1083.55,"body":"they can't see the,  the full card"},{"speaker":"Dmitri Muntean","startTime":1080.24,"endTime":1083.55,"body":"number on the last four digits."},{"speaker":"Dmitri Muntean","startTime":1084.09,"endTime":1087.51,"body":"And they can't see CVV, but"},{"speaker":"Dmitri Muntean","startTime":1084.09,"endTime":1087.51,"body":"they can confirm, you know,"},{"speaker":"Dmitri Muntean","startTime":1087.53,"endTime":1089.32,"body":"the amount, everything else."},{"speaker":"Dmitri Muntean","startTime":1089.42,"endTime":1093.56,"body":"And they, the agent is the"},{"speaker":"Dmitri Muntean","startTime":1089.42,"endTime":1093.56,"body":"one who initiates the payment."},{"speaker":"Dmitri Muntean","startTime":1093.56,"endTime":1096.84,"body":"So and they can see the,"},{"speaker":"Dmitri Muntean","startTime":1093.56,"endTime":1096.84,"body":"the response in real time."},{"speaker":"Dmitri Muntean","startTime":1096.84,"endTime":1099.31,"body":"So they can say, yeah, I can"},{"speaker":"Dmitri Muntean","startTime":1096.84,"endTime":1099.31,"body":"see it was approved and they"},{"speaker":"Dmitri Muntean","startTime":1099.31,"endTime":1100.73,"body":"can move on with their scripts."},{"speaker":"Dmitri Muntean","startTime":1101.04,"endTime":1103.88,"body":"Or they say unfortunately it was declined."},{"speaker":"Dmitri Muntean","startTime":1103.91,"endTime":1105.47,"body":"Would you like to try a different card?"},{"speaker":"Dmitri Muntean","startTime":1105.97,"endTime":1109.725,"body":"Maybe, you know, maybe you made"},{"speaker":"Dmitri Muntean","startTime":1105.97,"endTime":1109.725,"body":"a mistake during that process,"},{"speaker":"Dmitri Muntean","startTime":1109.725,"endTime":1111.255,"body":"during the data entry process."},{"speaker":"Dmitri Muntean","startTime":1111.255,"endTime":1112.665,"body":"Maybe, let's try it again."},{"speaker":"Dmitri Muntean","startTime":1112.965,"endTime":1118.125,"body":"So this is where agent assisted solution,"},{"speaker":"Dmitri Muntean","startTime":1112.965,"endTime":1118.125,"body":"this is what agent assisted solution is."},{"speaker":"Dmitri Muntean","startTime":1118.155,"endTime":1122.735,"body":"This is where the agent and the customer,"},{"speaker":"Dmitri Muntean","startTime":1118.155,"endTime":1122.735,"body":"they talk to each other and sales"},{"speaker":"Dmitri Muntean","startTime":1122.735,"endTime":1125.115,"body":"call is just one of the application."},{"speaker":"Dmitri Muntean","startTime":1125.215,"endTime":1127.12,"body":"But obviously as you said, the."},{"speaker":"Dmitri Muntean","startTime":1127.68,"endTime":1130.34,"body":"The experience, it's"},{"speaker":"Dmitri Muntean","startTime":1127.68,"endTime":1130.34,"body":"the customer experience."},{"speaker":"Dmitri Muntean","startTime":1130.38,"endTime":1134.74,"body":"And we know that in some parts of the"},{"speaker":"Dmitri Muntean","startTime":1130.38,"endTime":1134.74,"body":"world, the customer experience maybe"},{"speaker":"Dmitri Muntean","startTime":1134.74,"endTime":1139.25,"body":"is not as important, but you know,"},{"speaker":"Dmitri Muntean","startTime":1134.74,"endTime":1139.25,"body":"the more and more we see companies are"},{"speaker":"Dmitri Muntean","startTime":1139.25,"endTime":1143.14,"body":"competing on customer experience where"},{"speaker":"Dmitri Muntean","startTime":1139.25,"endTime":1143.14,"body":"they provide, you know, similar services,"},{"speaker":"Dmitri Muntean","startTime":1143.46,"endTime":1148.53,"body":"it is about the customer experience that"},{"speaker":"Dmitri Muntean","startTime":1143.46,"endTime":1148.53,"body":"you want your, your customers to have."},{"speaker":"Dmitri Muntean","startTime":1148.87,"endTime":1155.1,"body":"And obviously an agent assisted payment"},{"speaker":"Dmitri Muntean","startTime":1148.87,"endTime":1155.1,"body":"is a much smoother and , more human"},{"speaker":"Dmitri Muntean","startTime":1155.14,"endTime":1157.42,"body":"process compared to a self service."},{"speaker":"Dmitri Muntean","startTime":1157.51,"endTime":1157.87,"body":"Yeah,"},{"speaker":"Tom Morgan","startTime":1157.91,"endTime":1158.22,"body":"absolutely."},{"speaker":"Tom Morgan","startTime":1158.22,"endTime":1161.24,"body":"And actually the compromise does not"},{"speaker":"Tom Morgan","startTime":1158.22,"endTime":1161.24,"body":"seem as bad as I thought it was going to."},{"speaker":"Tom Morgan","startTime":1161.29,"endTime":1164.17,"body":"Like, it sounds like the agent"},{"speaker":"Tom Morgan","startTime":1161.29,"endTime":1164.17,"body":"can't actually see the card details"},{"speaker":"Tom Morgan","startTime":1164.17,"endTime":1165.86,"body":"anyway if they're being keyed in."},{"speaker":"Tom Morgan","startTime":1165.88,"endTime":1169.46,"body":"Like, that's, I, I've got history,"},{"speaker":"Tom Morgan","startTime":1165.88,"endTime":1169.46,"body":"like, back in a million years ago"},{"speaker":"Tom Morgan","startTime":1169.56,"endTime":1171.44,"body":"working in a, like a retail company."},{"speaker":"Tom Morgan","startTime":1171.59,"endTime":1172.98,"body":"We would sort of IT for that."},{"speaker":"Tom Morgan","startTime":1172.98,"endTime":1176.96,"body":"And, and that process, like the, the"},{"speaker":"Tom Morgan","startTime":1172.98,"endTime":1176.96,"body":"agents, you'd read it over the phone,"},{"speaker":"Tom Morgan","startTime":1176.96,"endTime":1179.22,"body":"and the agents would care in to like the."},{"speaker":"Tom Morgan","startTime":1179.765,"endTime":1179.955,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":1180.045,"endTime":1183.225,"body":"Like the, you know, the website"},{"speaker":"Tom Morgan","startTime":1180.045,"endTime":1183.225,"body":"for the PCI provider, like website"},{"speaker":"Tom Morgan","startTime":1183.265,"endTime":1184.585,"body":"or their application and stuff."},{"speaker":"Tom Morgan","startTime":1184.585,"endTime":1186.645,"body":"But like the agent was in"},{"speaker":"Tom Morgan","startTime":1184.585,"endTime":1186.645,"body":"the middle of that process."},{"speaker":"Tom Morgan","startTime":1186.715,"endTime":1190.935,"body":"But yeah, it sounds like by, by keying"},{"speaker":"Tom Morgan","startTime":1186.715,"endTime":1190.935,"body":"it in, like you're, you're removing"},{"speaker":"Tom Morgan","startTime":1190.935,"endTime":1194.294,"body":"that ability for the agent to kind"},{"speaker":"Tom Morgan","startTime":1190.935,"endTime":1194.294,"body":"of skim it off on the way through."},{"speaker":"Dmitri Muntean","startTime":1194.675,"endTime":1194.975,"body":"Yeah."},{"speaker":"Dmitri Muntean","startTime":1194.975,"endTime":1198.715,"body":"And also, also you don't have to"},{"speaker":"Dmitri Muntean","startTime":1194.975,"endTime":1198.715,"body":"pause your audio and video recording"},{"speaker":"Dmitri Muntean","startTime":1198.725,"endTime":1202.805,"body":"because no data is on on the call"},{"speaker":"Dmitri Muntean","startTime":1198.725,"endTime":1202.805,"body":"recording on the audio recording."},{"speaker":"Dmitri Muntean","startTime":1202.865,"endTime":1205.045,"body":"The the agent uses key the customer uses."},{"speaker":"Dmitri Muntean","startTime":1205.16,"endTime":1206.94,"body":"keypad to enter the data."},{"speaker":"Dmitri Muntean","startTime":1207.28,"endTime":1210.62,"body":"And because that page shows just"},{"speaker":"Dmitri Muntean","startTime":1207.28,"endTime":1210.62,"body":"the masked information, which"},{"speaker":"Dmitri Muntean","startTime":1210.62,"endTime":1214.12,"body":"is, you know, PCI allows you"},{"speaker":"Dmitri Muntean","startTime":1210.62,"endTime":1214.12,"body":"to show the last four digits."},{"speaker":"Dmitri Muntean","startTime":1214.13,"endTime":1218.32,"body":"So and the card type, so they can that's"},{"speaker":"Dmitri Muntean","startTime":1214.13,"endTime":1218.32,"body":"the only information they see about"},{"speaker":"Dmitri Muntean","startTime":1218.32,"endTime":1220.91,"body":"the, the information they provide."},{"speaker":"Dmitri Muntean","startTime":1220.93,"endTime":1222.64,"body":"That sort of manual"},{"speaker":"Alex Baker","startTime":1222.64,"endTime":1225.41,"body":"pause and resume always"},{"speaker":"Alex Baker","startTime":1222.64,"endTime":1225.41,"body":"kind of struck me as a little bit of a,"},{"speaker":"Alex Baker","startTime":1225.95,"endTime":1227.48,"body":"like a failure in the process, almost."},{"speaker":"Alex Baker","startTime":1227.48,"endTime":1229.13,"body":"So if you had an agent that was."},{"speaker":"Alex Baker","startTime":1229.445,"endTime":1234.345,"body":"But for some reason, intent on capturing"},{"speaker":"Alex Baker","startTime":1229.445,"endTime":1234.345,"body":"card details, putting that manual process"},{"speaker":"Alex Baker","startTime":1234.525,"endTime":1238.205,"body":"in place for them to have to pause"},{"speaker":"Alex Baker","startTime":1234.525,"endTime":1238.205,"body":"and resume the recording just seemed"},{"speaker":"Alex Baker","startTime":1238.215,"endTime":1240.385,"body":"like it was fairly, fairly insecure."},{"speaker":"Dmitri Muntean","startTime":1240.885,"endTime":1241.175,"body":"Yeah."},{"speaker":"Dmitri Muntean","startTime":1241.175,"endTime":1246.395,"body":"And as we've discussed you show you,"},{"speaker":"Dmitri Muntean","startTime":1241.175,"endTime":1246.395,"body":"you're pausing the call recording."},{"speaker":"Dmitri Muntean","startTime":1246.435,"endTime":1251.044,"body":"So we, we had a, we had a customer"},{"speaker":"Dmitri Muntean","startTime":1246.435,"endTime":1251.044,"body":"where they would use a pause and resume"},{"speaker":"Dmitri Muntean","startTime":1251.054,"endTime":1255.644,"body":"method, but it would fail sometimes"},{"speaker":"Dmitri Muntean","startTime":1251.054,"endTime":1255.644,"body":"and what they had to do is they have,"},{"speaker":"Dmitri Muntean","startTime":1256.144,"endTime":1260.304,"body":"they had to send off their recordings"},{"speaker":"Dmitri Muntean","startTime":1256.144,"endTime":1260.304,"body":"just straight after they were recorded."},{"speaker":"Dmitri Muntean","startTime":1260.304,"endTime":1264.084,"body":"They couldn't get access to those that"},{"speaker":"Dmitri Muntean","startTime":1260.304,"endTime":1264.084,"body":"were sending them off to a third party to"},{"speaker":"Dmitri Muntean","startTime":1264.084,"endTime":1267.864,"body":"actually listen to through the call and"},{"speaker":"Dmitri Muntean","startTime":1264.084,"endTime":1267.864,"body":"make sure there's no cut data that it was"},{"speaker":"Dmitri Muntean","startTime":1267.864,"endTime":1270.064,"body":"actually paused and then send it back."},{"speaker":"Dmitri Muntean","startTime":1270.344,"endTime":1276.964,"body":"It cost them tens of thousands of dollars"},{"speaker":"Dmitri Muntean","startTime":1270.344,"endTime":1276.964,"body":"per month, and the earliest they could get"},{"speaker":"Dmitri Muntean","startTime":1276.964,"endTime":1280.164,"body":"access to the recording was over 30 days."},{"speaker":"Dmitri Muntean","startTime":1280.744,"endTime":1284.324,"body":"So imagine, imagine that, so, yeah,"},{"speaker":"Tom Morgan","startTime":1284.824,"endTime":1285.314,"body":"it's crazy."},{"speaker":"Tom Morgan","startTime":1285.984,"endTime":1286.314,"body":"Wow."},{"speaker":"Tom Morgan","startTime":1286.574,"endTime":1286.874,"body":"Okay."},{"speaker":"Tom Morgan","startTime":1286.874,"endTime":1289.434,"body":"So, and this, this is, you"},{"speaker":"Tom Morgan","startTime":1286.874,"endTime":1289.434,"body":"do this for Amazon connect."},{"speaker":"Tom Morgan","startTime":1289.464,"endTime":1292.844,"body":"Do you do how, I mean, how long"},{"speaker":"Tom Morgan","startTime":1289.464,"endTime":1292.844,"body":"have you been working with Amazon"},{"speaker":"Dmitri Muntean","startTime":1292.844,"endTime":1293.254,"body":"connect?"},{"speaker":"Dmitri Muntean","startTime":1293.324,"endTime":1293.674,"body":"Yeah."},{"speaker":"Dmitri Muntean","startTime":1293.674,"endTime":1297.714,"body":"So we started working with Amazon"},{"speaker":"Dmitri Muntean","startTime":1293.674,"endTime":1297.714,"body":"connect since it became the"},{"speaker":"Dmitri Muntean","startTime":1297.794,"endTime":1299.054,"body":"became, became public service."},{"speaker":"Dmitri Muntean","startTime":1299.399,"endTime":1303.399,"body":"So we know that it was a closed"},{"speaker":"Dmitri Muntean","startTime":1299.399,"endTime":1303.399,"body":"better trial with a few customers."},{"speaker":"Dmitri Muntean","startTime":1303.439,"endTime":1308.439,"body":"But in 2017, when it became public"},{"speaker":"Dmitri Muntean","startTime":1303.439,"endTime":1308.439,"body":"we realized that there's a gap in"},{"speaker":"Dmitri Muntean","startTime":1308.439,"endTime":1312.379,"body":"the markets and we've we switched"},{"speaker":"Dmitri Muntean","startTime":1308.439,"endTime":1312.379,"body":"our focus we switched, we basically"},{"speaker":"Dmitri Muntean","startTime":1312.399,"endTime":1315.339,"body":"developed our solutions and switched"},{"speaker":"Dmitri Muntean","startTime":1312.399,"endTime":1315.339,"body":"our focus to Amazon Connect."},{"speaker":"Dmitri Muntean","startTime":1316.004,"endTime":1316.084,"body":"Got it."},{"speaker":"Dmitri Muntean","startTime":1316.104,"endTime":1318.124,"body":"So you were with them really"},{"speaker":"Dmitri Muntean","startTime":1316.104,"endTime":1318.124,"body":"from the beginning, I guess."},{"speaker":"Dmitri Muntean","startTime":1318.154,"endTime":1320.304,"body":"Yeah, just from very beginning."},{"speaker":"Dmitri Muntean","startTime":1320.374,"endTime":1325.254,"body":"And yeah, we, we just quickly saw the"},{"speaker":"Dmitri Muntean","startTime":1320.374,"endTime":1325.254,"body":"potential of that platform, the, the way"},{"speaker":"Dmitri Muntean","startTime":1325.254,"endTime":1330.474,"body":"it you know, the way it the flexibility"},{"speaker":"Dmitri Muntean","startTime":1325.254,"endTime":1330.474,"body":"and running this as a cloud service and a"},{"speaker":"Dmitri Muntean","startTime":1330.474,"endTime":1336.244,"body":"typical AWS fashion, we just quickly saw"},{"speaker":"Dmitri Muntean","startTime":1330.474,"endTime":1336.244,"body":"that this is just an untapped opportunity."},{"speaker":"Tom Morgan","startTime":1336.744,"endTime":1339.024,"body":"One of the interesting"},{"speaker":"Tom Morgan","startTime":1336.744,"endTime":1339.024,"body":"things that we noticed when we were"},{"speaker":"Tom Morgan","startTime":1339.024,"endTime":1342.934,"body":"kind of just talking about You know"},{"speaker":"Tom Morgan","startTime":1339.024,"endTime":1342.934,"body":"what to talk to you about is you"},{"speaker":"Tom Morgan","startTime":1342.934,"endTime":1344.754,"body":"use Amazon Marketplace as well."},{"speaker":"Tom Morgan","startTime":1344.804,"endTime":1346.374,"body":"You advertise an Amazon Marketplace."},{"speaker":"Tom Morgan","startTime":1346.794,"endTime":1348.284,"body":"So do you, how do you find that?"},{"speaker":"Tom Morgan","startTime":1348.284,"endTime":1352.364,"body":"Like, how was that for you as"},{"speaker":"Tom Morgan","startTime":1348.284,"endTime":1352.364,"body":"a, like how, you know, setting"},{"speaker":"Tom Morgan","startTime":1352.374,"endTime":1353.894,"body":"it up, you know, managing it."},{"speaker":"Tom Morgan","startTime":1353.904,"endTime":1355.164,"body":"Do you, do you find it's useful?"},{"speaker":"Tom Morgan","startTime":1355.174,"endTime":1357.884,"body":"Do you find you get good"},{"speaker":"Tom Morgan","startTime":1355.174,"endTime":1357.884,"body":"engagement through Marketplace?"},{"speaker":"Dmitri Muntean","startTime":1358.384,"endTime":1360.184,"body":"Oh, there's"},{"speaker":"Dmitri Muntean","startTime":1358.384,"endTime":1360.184,"body":"quite a few questions in that."},{"speaker":"Dmitri Muntean","startTime":1360.9,"endTime":1365.3,"body":"So how do we in terms of setting"},{"speaker":"Dmitri Muntean","startTime":1360.9,"endTime":1365.3,"body":"it up obviously, you know,"},{"speaker":"Dmitri Muntean","startTime":1365.3,"endTime":1367.96,"body":"there's documentation, many,"},{"speaker":"Dmitri Muntean","startTime":1365.3,"endTime":1367.96,"body":"many pages for documentation."},{"speaker":"Dmitri Muntean","startTime":1368.05,"endTime":1371.54,"body":"Reading through that and making sure,"},{"speaker":"Dmitri Muntean","startTime":1368.05,"endTime":1371.54,"body":"you know, your systems are ready"},{"speaker":"Dmitri Muntean","startTime":1371.63,"endTime":1373.63,"body":"for that is, is quite important."},{"speaker":"Dmitri Muntean","startTime":1374.06,"endTime":1378.9,"body":"But it, it achieves the ultimate goal"},{"speaker":"Dmitri Muntean","startTime":1374.06,"endTime":1378.9,"body":"where you can onboard the customer or"},{"speaker":"Dmitri Muntean","startTime":1378.9,"endTime":1381.56,"body":"at least sign up the customer without."},{"speaker":"Dmitri Muntean","startTime":1382.26,"endTime":1383.8,"body":"Having to talk to anyone."},{"speaker":"Dmitri Muntean","startTime":1384.3,"endTime":1389.21,"body":"So we do see a lot of marketplace offering"},{"speaker":"Dmitri Muntean","startTime":1384.3,"endTime":1389.21,"body":"where people, when they click sign up,"},{"speaker":"Dmitri Muntean","startTime":1389.51,"endTime":1393.16,"body":"you know, someone has to email them"},{"speaker":"Dmitri Muntean","startTime":1389.51,"endTime":1393.16,"body":"and then they create account manually"},{"speaker":"Dmitri Muntean","startTime":1393.16,"endTime":1394.66,"body":"on the platform and things like that."},{"speaker":"Dmitri Muntean","startTime":1394.71,"endTime":1400.29,"body":"AWS marketplace provides all the tools"},{"speaker":"Dmitri Muntean","startTime":1394.71,"endTime":1400.29,"body":"for automatically signing up customers."},{"speaker":"Dmitri Muntean","startTime":1400.33,"endTime":1405.71,"body":"So when the customer clicks subscribe"},{"speaker":"Dmitri Muntean","startTime":1400.33,"endTime":1405.71,"body":"to your service or to your product or"},{"speaker":"Dmitri Muntean","startTime":1405.71,"endTime":1410.28,"body":"on the marketplace listing, there is a"},{"speaker":"Dmitri Muntean","startTime":1405.71,"endTime":1410.28,"body":"way of getting all that information and"},{"speaker":"Dmitri Muntean","startTime":1410.28,"endTime":1412.25,"body":"set up the customer on your platform."},{"speaker":"Dmitri Muntean","startTime":1412.25,"endTime":1414.14,"body":"So that's that's very important."},{"speaker":"Dmitri Muntean","startTime":1414.34,"endTime":1419.05,"body":", if you're really looking into onboarding,"},{"speaker":"Dmitri Muntean","startTime":1414.34,"endTime":1419.05,"body":"you know, customer anywhere, anytime,"},{"speaker":"Dmitri Muntean","startTime":1419.71,"endTime":1424.12,"body":"that's, I think one of the important, most"},{"speaker":"Dmitri Muntean","startTime":1419.71,"endTime":1424.12,"body":"important things to have is the ability"},{"speaker":"Dmitri Muntean","startTime":1424.13,"endTime":1428.86,"body":"for the customer to sign up by themselves"},{"speaker":"Dmitri Muntean","startTime":1424.13,"endTime":1428.86,"body":"without having to talk to anyone."},{"speaker":"Tom Morgan","startTime":1429.3,"endTime":1430.13,"body":"Yeah, absolutely."},{"speaker":"Tom Morgan","startTime":1430.18,"endTime":1434.5,"body":"Like it, it, like, it plays into the"},{"speaker":"Tom Morgan","startTime":1430.18,"endTime":1434.5,"body":"whole AWS story of like self sufficient"},{"speaker":"Tom Morgan","startTime":1434.66,"endTime":1436.16,"body":"provisioning and like, yeah, absolutely."},{"speaker":"Tom Morgan","startTime":1436.22,"endTime":1439.79,"body":"If you can show up get going"},{"speaker":"Tom Morgan","startTime":1436.22,"endTime":1439.79,"body":"without like instantly."},{"speaker":"Tom Morgan","startTime":1439.975,"endTime":1442.075,"body":"You know, without having to"},{"speaker":"Tom Morgan","startTime":1439.975,"endTime":1442.075,"body":"wait for somebody else to do"},{"speaker":"Tom Morgan","startTime":1442.075,"endTime":1442.915,"body":"something on the back end."},{"speaker":"Tom Morgan","startTime":1442.985,"endTime":1443.865,"body":"I think that's really powerful."},{"speaker":"Tom Morgan","startTime":1444.065,"endTime":1444.535,"body":"Yeah."},{"speaker":"Tom Morgan","startTime":1444.565,"endTime":1444.775,"body":"And"},{"speaker":"Dmitri Muntean","startTime":1444.805,"endTime":1449.505,"body":"if you look at it, having"},{"speaker":"Dmitri Muntean","startTime":1444.805,"endTime":1449.505,"body":"a credit card and, and a lot of AWS"},{"speaker":"Dmitri Muntean","startTime":1450.105,"endTime":1454.465,"body":"allows you by just having a credit card"},{"speaker":"Dmitri Muntean","startTime":1450.105,"endTime":1454.465,"body":"allows you to run the infrastructure."},{"speaker":"Dmitri Muntean","startTime":1454.785,"endTime":1458.425,"body":"Of any complexity, you can run"},{"speaker":"Dmitri Muntean","startTime":1454.785,"endTime":1458.425,"body":"you know, the, the infrastructure"},{"speaker":"Dmitri Muntean","startTime":1458.425,"endTime":1462.185,"body":"of the same size as, you know,"},{"speaker":"Dmitri Muntean","startTime":1458.425,"endTime":1462.185,"body":"largest enterprises of the world."},{"speaker":"Dmitri Muntean","startTime":1462.225,"endTime":1467.435,"body":"And , we thought that it would be"},{"speaker":"Dmitri Muntean","startTime":1462.225,"endTime":1467.435,"body":"really differentiating to have to"},{"speaker":"Dmitri Muntean","startTime":1467.435,"endTime":1471.165,"body":"provide a PCR compliant solution"},{"speaker":"Dmitri Muntean","startTime":1467.435,"endTime":1471.165,"body":"that has kind of the same the same"},{"speaker":"Dmitri Muntean","startTime":1471.165,"endTime":1473.715,"body":"approach by just having AWS accounts."},{"speaker":"Dmitri Muntean","startTime":1474.175,"endTime":1477.855,"body":"You can go and subscribe to a solution"},{"speaker":"Dmitri Muntean","startTime":1474.175,"endTime":1477.855,"body":"and get access to the management"},{"speaker":"Dmitri Muntean","startTime":1477.865,"endTime":1479.915,"body":"console, just the way AWS does it."},{"speaker":"Dmitri Muntean","startTime":1479.915,"endTime":1482.825,"body":"So you have a management console"},{"speaker":"Dmitri Muntean","startTime":1479.915,"endTime":1482.825,"body":"where everything is self service."},{"speaker":"Dmitri Muntean","startTime":1483.235,"endTime":1485.055,"body":"You have access to the documentation."},{"speaker":"Dmitri Muntean","startTime":1485.335,"endTime":1488.705,"body":"You have access to all the tools"},{"speaker":"Dmitri Muntean","startTime":1485.335,"endTime":1488.705,"body":"and you can go and set up the"},{"speaker":"Dmitri Muntean","startTime":1488.715,"endTime":1490.825,"body":"solution without talking to anyone."},{"speaker":"Tom Morgan","startTime":1491.325,"endTime":1492.255,"body":"That's nice."},{"speaker":"Tom Morgan","startTime":1492.295,"endTime":1492.845,"body":"That's really cool."},{"speaker":"Tom Morgan","startTime":1493.305,"endTime":1496.155,"body":"We're almost at the end of our time,"},{"speaker":"Tom Morgan","startTime":1493.305,"endTime":1496.155,"body":"but I just want to ask you just because"},{"speaker":"Tom Morgan","startTime":1496.245,"endTime":1499.725,"body":"it's a good opportunity for us just"},{"speaker":"Tom Morgan","startTime":1496.245,"endTime":1499.725,"body":"to get some feedback from, from you"},{"speaker":"Tom Morgan","startTime":1499.725,"endTime":1504.105,"body":"over sort of on the Australian, New"},{"speaker":"Tom Morgan","startTime":1499.725,"endTime":1504.105,"body":"Zealand side of the world, that market"},{"speaker":"Tom Morgan","startTime":1504.105,"endTime":1506.105,"body":"for, for connect, how do you find?"},{"speaker":"Tom Morgan","startTime":1506.605,"endTime":1510.545,"body":"That because obviously we're blessed in"},{"speaker":"Tom Morgan","startTime":1506.605,"endTime":1510.545,"body":"the UK that most of the time, you know,"},{"speaker":"Tom Morgan","startTime":1510.575,"endTime":1513.875,"body":"updates come out for the US and they come"},{"speaker":"Tom Morgan","startTime":1510.575,"endTime":1513.875,"body":"out for the UK kind of the same time."},{"speaker":"Tom Morgan","startTime":1514.185,"endTime":1514.815,"body":"Do you get them?"},{"speaker":"Tom Morgan","startTime":1514.845,"endTime":1516.355,"body":"What's that like for"},{"speaker":"Tom Morgan","startTime":1514.845,"endTime":1516.355,"body":"you on Amazon connect?"},{"speaker":"Tom Morgan","startTime":1516.375,"endTime":1519.095,"body":"Do you, is there, do you"},{"speaker":"Tom Morgan","startTime":1516.375,"endTime":1519.095,"body":"perceive a lag or like,"},{"speaker":"Dmitri Muntean","startTime":1519.595,"endTime":1521.875,"body":"So and this"},{"speaker":"Dmitri Muntean","startTime":1519.595,"endTime":1521.875,"body":"is my personal experience."},{"speaker":"Dmitri Muntean","startTime":1521.955,"endTime":1525.985,"body":"Usually we get features"},{"speaker":"Dmitri Muntean","startTime":1521.955,"endTime":1525.985,"body":"prior to other regions."},{"speaker":"Dmitri Muntean","startTime":1526.565,"endTime":1531.635,"body":"And, and the reason, the reason for that"},{"speaker":"Dmitri Muntean","startTime":1526.565,"endTime":1531.635,"body":"is Australia is relatively small markets."},{"speaker":"Dmitri Muntean","startTime":1532.29,"endTime":1538.41,"body":"And it's much easier, you know, to, to do"},{"speaker":"Dmitri Muntean","startTime":1532.29,"endTime":1538.41,"body":"gradual rollout here where you, where you"},{"speaker":"Dmitri Muntean","startTime":1538.58,"endTime":1542.74,"body":"trying out new features, well, not trying"},{"speaker":"Dmitri Muntean","startTime":1538.58,"endTime":1542.74,"body":"out, but gradually rolling out, ensuring"},{"speaker":"Dmitri Muntean","startTime":1542.74,"endTime":1546.59,"body":"that all the processes, you know, still"},{"speaker":"Dmitri Muntean","startTime":1542.74,"endTime":1546.59,"body":"work and everything's still in order."},{"speaker":"Dmitri Muntean","startTime":1546.66,"endTime":1550.29,"body":"But we're also, Australia and"},{"speaker":"Dmitri Muntean","startTime":1546.66,"endTime":1550.29,"body":"New Zealand we're also have."},{"speaker":"Dmitri Muntean","startTime":1550.76,"endTime":1553.6,"body":"A lot of innovation"},{"speaker":"Dmitri Muntean","startTime":1550.76,"endTime":1553.6,"body":"coming out of our region."},{"speaker":"Dmitri Muntean","startTime":1553.7,"endTime":1557.86,"body":"So there's quite a few startups"},{"speaker":"Dmitri Muntean","startTime":1553.7,"endTime":1557.86,"body":"that focus on Amazon connect coming"},{"speaker":"Dmitri Muntean","startTime":1557.86,"endTime":1562.22,"body":"out of Australia, there's local"},{"speaker":"Dmitri Muntean","startTime":1557.86,"endTime":1562.22,"body":"measure, there's a Parata and others."},{"speaker":"Dmitri Muntean","startTime":1562.27,"endTime":1565.65,"body":"So yeah, it's we, we, we don't,"},{"speaker":"Dmitri Muntean","startTime":1562.27,"endTime":1565.65,"body":"we don't feel left behind."},{"speaker":"Dmitri Muntean","startTime":1565.85,"endTime":1570.17,"body":"We actually get access to a lot of"},{"speaker":"Dmitri Muntean","startTime":1565.85,"endTime":1570.17,"body":"features either at the same time"},{"speaker":"Dmitri Muntean","startTime":1570.19,"endTime":1572.36,"body":"or a bit earlier than everyone"},{"speaker":"Tom Morgan","startTime":1572.36,"endTime":1572.73,"body":"else."},{"speaker":"Tom Morgan","startTime":1573.16,"endTime":1573.67,"body":"That's good."},{"speaker":"Tom Morgan","startTime":1573.67,"endTime":1574.7,"body":"It's always, I don't know."},{"speaker":"Tom Morgan","startTime":1574.75,"endTime":1575.19,"body":"I find it."},{"speaker":"Tom Morgan","startTime":1575.755,"endTime":1580.235,"body":"Fascinating how to how you run like a"},{"speaker":"Tom Morgan","startTime":1575.755,"endTime":1580.235,"body":"global infrastructure at scale like that."},{"speaker":"Tom Morgan","startTime":1580.245,"endTime":1583.285,"body":"And so, like, I'm, I'm always trying"},{"speaker":"Tom Morgan","startTime":1580.245,"endTime":1583.285,"body":"to find out, like, things like that,"},{"speaker":"Tom Morgan","startTime":1583.295,"endTime":1586.195,"body":"like rollouts and whether you have"},{"speaker":"Tom Morgan","startTime":1583.295,"endTime":1586.195,"body":"parts of the world that lag behind."},{"speaker":"Tom Morgan","startTime":1586.195,"endTime":1587.285,"body":"But no, that's, that's great."},{"speaker":"Tom Morgan","startTime":1587.295,"endTime":1589.435,"body":"Like, sounds like, sounds"},{"speaker":"Tom Morgan","startTime":1587.295,"endTime":1589.435,"body":"like you're in a good place."},{"speaker":"Tom Morgan","startTime":1589.515,"endTime":1590.705,"body":"So, yeah, that's really cool."},{"speaker":"Alex Baker","startTime":1591.305,"endTime":1594.075,"body":"It does quite often"},{"speaker":"Alex Baker","startTime":1591.305,"endTime":1594.075,"body":"seem like, you know, you look at the"},{"speaker":"Alex Baker","startTime":1594.145,"endTime":1599.255,"body":"Amazon Connect blog pages and almost a"},{"speaker":"Alex Baker","startTime":1594.145,"endTime":1599.255,"body":"disproportionate number of the interesting"},{"speaker":"Alex Baker","startTime":1599.275,"endTime":1601.095,"body":"blogs are coming from that region."},{"speaker":"Alex Baker","startTime":1601.125,"endTime":1603.095,"body":"So you mentioned people like"},{"speaker":"Alex Baker","startTime":1601.125,"endTime":1603.095,"body":"Local Measure and Operata."},{"speaker":"Alex Baker","startTime":1603.595,"endTime":1607.755,"body":"Doing some great sort of pioneering"},{"speaker":"Alex Baker","startTime":1603.595,"endTime":1607.755,"body":"stuff in the connect ecosystem."},{"speaker":"Dmitri Muntean","startTime":1608.255,"endTime":1609.655,"body":"Well, what can I say?"},{"speaker":"Dmitri Muntean","startTime":1609.655,"endTime":1610.925,"body":"We love our technology."},{"speaker":"Tom Morgan","startTime":1611.425,"endTime":1612.205,"body":"Yeah, no, it's good."},{"speaker":"Tom Morgan","startTime":1612.205,"endTime":1615.185,"body":"And it's good to have a"},{"speaker":"Tom Morgan","startTime":1612.205,"endTime":1615.185,"body":"strong, strong worldwide, you"},{"speaker":"Tom Morgan","startTime":1615.185,"endTime":1616.295,"body":"know, ecosystem of partners."},{"speaker":"Tom Morgan","startTime":1616.295,"endTime":1617.945,"body":"I think that's, that's"},{"speaker":"Tom Morgan","startTime":1616.295,"endTime":1617.945,"body":"good for the platform."},{"speaker":"Tom Morgan","startTime":1618.445,"endTime":1619.045,"body":"Fascinating."},{"speaker":"Tom Morgan","startTime":1619.115,"endTime":1621.835,"body":"Like I, we could talk about this stuff"},{"speaker":"Tom Morgan","startTime":1619.115,"endTime":1621.835,"body":"all day and it's been really, really"},{"speaker":"Tom Morgan","startTime":1621.835,"endTime":1624.985,"body":"good talking to you, but I think we,"},{"speaker":"Tom Morgan","startTime":1621.835,"endTime":1624.985,"body":"we should bring this episode to an end."},{"speaker":"Tom Morgan","startTime":1625.325,"endTime":1627.175,"body":"Thank you ever so much,"},{"speaker":"Tom Morgan","startTime":1625.325,"endTime":1627.175,"body":"Dmitri for your time."},{"speaker":"Tom Morgan","startTime":1627.225,"endTime":1628.665,"body":"It's been really, really interesting."},{"speaker":"Tom Morgan","startTime":1628.765,"endTime":1630.245,"body":"Thank you very much, Alex, as well."},{"speaker":"Tom Morgan","startTime":1630.445,"endTime":1631.835,"body":"And thank you all for listening."},{"speaker":"Tom Morgan","startTime":1632.075,"endTime":1636.795,"body":"Today we talked all about PCI compliance"},{"speaker":"Tom Morgan","startTime":1632.075,"endTime":1636.795,"body":"with Dmitri from SequenceShift."},{"speaker":"Tom Morgan","startTime":1637.125,"endTime":1640.295,"body":"Next week on ACP, we're going"},{"speaker":"Tom Morgan","startTime":1637.125,"endTime":1640.295,"body":"to be talking to Scott Budding"},{"speaker":"Tom Morgan","startTime":1640.295,"endTime":1643.185,"body":"from Collaborio about workforce"},{"speaker":"Tom Morgan","startTime":1640.295,"endTime":1643.185,"body":"management in Amazon Connect."},{"speaker":"Tom Morgan","startTime":1643.265,"endTime":1645.695,"body":"So be sure to subscribe in"},{"speaker":"Tom Morgan","startTime":1643.265,"endTime":1645.695,"body":"your favorite podcast player,"},{"speaker":"Tom Morgan","startTime":1645.935,"endTime":1646.855,"body":"that way you won't miss it."},{"speaker":"Tom Morgan","startTime":1647.445,"endTime":1650.435,"body":"Whilst you're there, we'd love it if"},{"speaker":"Tom Morgan","startTime":1647.445,"endTime":1650.435,"body":"you would rate and review us, and as"},{"speaker":"Tom Morgan","startTime":1650.435,"endTime":1653.165,"body":"a new podcast, if you have colleagues"},{"speaker":"Tom Morgan","startTime":1650.435,"endTime":1653.165,"body":"that you think would benefit from"},{"speaker":"Tom Morgan","startTime":1653.165,"endTime":1654.405,"body":"this content, please let them know."},{"speaker":"Tom Morgan","startTime":1654.905,"endTime":1658.025,"body":"To find out more about how Cloud"},{"speaker":"Tom Morgan","startTime":1654.905,"endTime":1658.025,"body":"Interact can help you on your contact"},{"speaker":"Tom Morgan","startTime":1658.025,"endTime":1659.185,"body":"center journey, visit cloudinteract."},{"speaker":"Tom Morgan","startTime":1659.235,"endTime":1659.925,"body":"io."},{"speaker":"Tom Morgan","startTime":1661.155,"endTime":1664.395,"body":"We're wrapping this call up now and"},{"speaker":"Tom Morgan","startTime":1661.155,"endTime":1664.395,"body":"we'll connect with you next time."}]}