GDPR Compliance

GDPR comes into effect in May 2018 and represents the biggest shake-up of data protection regulation in more than twenty years.  It gives people increased ownership and control over their personal data assets and provides a single regulatory environment for all organisations that capture, process or store personal customer data.

GDPR applies to organisations regardless of size from international corporations to sole traders and failure to comply with this new regulatory environment could result in fines of €20,000,000 or 4% of global turnover whichever is greater. What is more, it is possible that larger corporate firms are likely to view smaller suppliers as an unacceptable risk if they can’t demonstrate the control over data processing required to be compliant with these new regulations.

What needs to be done ?

Technology Issues

Organisations using systems that are no longer supported by manufacturers or solution vendors should consider migrating the stored data to a current platform for greater security and improved access to stored recordings.

ADDCOM Wave Solution

ADDCOM Wave provides an effective and efficient solution for organisations that have been using old, legacy platforms to store recordings and makes it easy to successfully import historical recordings to a new, fully supported platform without the loss of any data.

In fact, we have a track record of successfully completing data imports from many of the world’s leading recording systems. As most of them store recordings in a similar way, the importing process is usually a straightforward task.

Data Access

Thought must be given to how and where recordings are stored as customers will have the right to request access to any personal data being held. Organisations will have to identify, access and, if requested, provide and delete any recordings of interactions that contain captured personal information within one month.

A major challenge will, of course, be how to identify these recordings, particularly when having to search through historical recordings with only limited attached metadata.  There is also the issue of emails, web chats and documents stored on internal systems, all of which will contain personal data that needs to be quickly and cost-effectively located.

ADDCOM Wave Solution

ADDCOM Wave Automated Speech Transcription supports GDPR strategies by helping to manage large volumes of data without having to deploy additional staff to manually search through recordings.

This innovative new solution searches stored recordings for any specific words and phrases and allows the results to be viewed in seconds as text summaries ranked by relevance. It eliminates the limitations of traditional phonetic-based systems.

Recordings are automatically transcribed into text with different speakers colour coded making it quicker and easier to identify the important constituent parts of calls without having to manually listen to entire recordings. Clicking on any particular transcript instantly locates other similar recordings.

As well as rapidly locating specific recordings, the ADDCOM Wave solution allows them to be easily deleted. It also enables the analysis of any data that can be stored as text including email, SMS and instant messaging. Voice biometrics can also be used to directly identify the customer’s spoken voice.

Content analytics can be used to further refine the search process across all interactions and deliver the results to users in the required format.