Contact Center Solutions Featured Article

Verifi, Lime Light CRM Partner to Offer an Integrated Contact Center Solution

November 17, 2010

Verifi, a provider of payment and risk management contact center solutions, and Lime Light CRM, a provider of customer relationship management (CRM) solutions, have announced a partnership that will streamline payment processing and fraud prevention for direct response merchants.

The integrated solution can be accessed over the Web by merchants. It automates the flow of payment transaction data in real time between the Lime Light CRM system and Verifi while payments are taking place. Company officials said that once the order is authorized by Verifi, the Lime Light CRM system is updated and merchants can access the data for use in customer service, sales, marketing and billing activities.

In order to help reduce fraud and chargebacks, reclaim chargeback revenue, and recover and increase the lifetime value of subscription customers, Lime Light CRM completed the integration of Verifi's risk management and revenue recovery products.

Company officials said that Verifi’s services have been proven to drive revenue back to merchants that might otherwise be lost to chargebacks or declined recurring transactions.

Moreover, the integration is expected to help merchants identify and respond to potentially fraudulent transactions. Company officials said that Verifi can run each transaction through its suite of fraud prevention tools, including services for IP address verification, device intelligence and reputation scoring.

Thanks to the reports generated by Verifi, merchants can make real-time order acceptance decisions regarding customer transactions at which point the data is passed back to the Lime Light CRM system. Company officials said that this provides customer service representatives a 360 degree view of transactions.

Rick Del Rio, managing partner at Lime Light CRM, said that offering Verifi’s fraud prevention and revenue recovery services will provide Lime Light CRM clients with the tools necessary to intelligently grow their business while effectively managing the risks associated with accepting card-not-present transaction."

"By integrating our services, we’re making it easy for merchants to get up-and-running with CRM, payment authorization, fraud management and revenue recovery," said Cory Capoccia, vice president of strategic partnerships at Verifi, in a press release.

The company expects the joint solution will be particularly popular with recurring billing merchants, who face significant and complex fraud challenges, Capoccia said, adding that by using Verifi with Lime Light CRM, merchants can more easily stop fraudsters, while diverting valuable sales and marketing resources to handle legitimate customers.

Anshu Shrivastava is a contributing editor for ContactCenterSolutions. To read more of Anshu’s articles, please visit her columnist page.

Edited by Jaclyn Allard