Data Privacy Compliance

Today, most organizations rely on increasing levels of customer data to help them better engage with customers. But, with this growing insight has come rising privacy concerns. In response, governments are creating privacy protection for individuals within their regions. Is your business prepared for the rising tide of data privacy regulations?

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What is data privacy compliance?

Data privacy compliance is a data security practice that handles all data – especially personally identifiable information, or PII – in adherence to data privacy regulations, laws and processes. Common data privacy compliance challenges revolve around how data is collected, managed, stored and shared under prevailing regulations such as the GDPR, CCPA and HIPAA.

Failure to comply with data privacy regulations can lead to legal actions, hefty fines, the loss of customer trust and the damage of your business’s reputation.

In-depth: The Rising Tide of Data Privacy Regulations

Are data privacy regulations different?

The EU’s General Data Protection Regulation (GDPR) is something of a standard-bearer of data privacy laws. Since its 2018 introduction, similar measures have been introduced worldwide – including the California Consumer Privacy Act (CCPA), and the Brazilian Data Protection Law (LGPD).

With various regulations already in place, your organization may need to address multiple regulatory requirements depending on the location of your business and your customers. But, many existing data privacy laws embrace a number of common principles.

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Common data privacy requirements

The fact that there is a level of commonality of purpose and intent within the regulations means that you can consider developing a cohesive approach. But, remember: before making any decision or taking any action that may affect your business, you should consult a qualified professional advisor.

Some of the common requirements include:

Being transparent about personal data use, and in some cases, requiring data subject consent.
Maintaining data security and restricting access to PII.
Giving data subjects the right to know what data is held about them, enabling them to have this data amended or deleted in certain circumstances.
Ensuring that compliance is maintained.
Responding promptly n the event of an audit by the regulators.

How to achieve data privacy compliance?

Achieving data privacy compliance always relates to your organization’s specific circumstances, therefore there is no universal recipe for ensuring data privacy compliance. However, Verint has a wide portfolio which can help you address common data protection challenges.

Verint Workforce Optimization

Achieve adherence to GDPR data “privacy by design” practices and address the GDPR requirement for customer and employee rights of access, rectification, erasure and portability over their personal data.

Verint Workforce Optimization (WFO) is a unified suite of various cloud solutions that can help you capture and process customer and employee personal data in support of your organization’s compliance strategy and customer engagement efforts.

WFO is a comprehensive platform, including solutions such as Multichannel Recording, Automated Quality Management, Interaction Analytics, Desktop and Process Analytics, Workforce Management, and Performance Management.

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Interaction Analytics

Track consent and privacy disclosures in unstructured data.

Text and speech analytics tools can help you find key phrases indicating consent. These solutions enable you to track when interactions require and/or have consent.

Interaction Insights

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Desktop and Process Analytics

Take actions in real-time to ensure steps to meet compliance requirements are taken and reduce the risks of penalties.

Verint Compliance Triggers can prompt actions based on real-time desktop events to help achieve compliance. The capabilities of the solution include:

Pausing and resuming a call or interaction while sensitive data, such as credit card information, is being shared
Generating real-time pop-up alerts on agent desktops with process step reminders
Tagging interactions with key data for easy search and retrieval for both compliance audits and customer requests

Desktop and Process Analytics

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User Management Tools

Customize roles using granular permissions to restrict data access without putting business goals at risk.

The Verint Workforce Optimization suite enables you to manage user rights, limiting employee access to personal data captured during customer interactions. By setting up and enforcing permissions, you can reduce the risk of accidental internal data breaches.

Workforce Optimization (WFO) in Contact Centers