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Regardless of industry or company size, information security has been always a top priority for the majority of contact centers. Coming in May 25, 2018, the General Data Protection Regulation (GDPR) will have a significant impact on any organization that holds or processes personal data pertaining to European Union citizens. This means that contact centers in non-compliance will face heavy fines of up to 4% of their global turnover.

As we all know, the world is evolving at an extraordinary pace and is very distinct from one the first data protection regulation was elaborated for in the early 80’s.

We live in an age of big data. The use of data from Omni-channel interactions is huge and ever growing. This data offers companies meaningful insights about their customers’ behavior but can also have a negative impact in sense of increasing regulatory risk, especially in the context of GDPR.

Many of your customers do not even understand how much of their private data is being used and collected. Each time by filling the simplest ever online questionnaire they give a complete knowledge about themselves and not always permission for its subsequent use. Consumers all around European Union who provide personal data to their favorite brands have asked for the protections GDPR requires. Starting from May 25, the GDPR will be applied to anyone who captures or stores personal information of EU citizens, including non-EU based companies.

Furthermore, customers will have the right to access their own information in a structured and digital format. At the same time, they will also be able to erase provided personal data. In conformity with these reforms, companies will need to make sure they can identify and delete records that include customer’s private data.

There is no doubt that GDPR will affect all businesses and contact centers are not an exception as they work with personal information, call recording and archiving. Nixxis and dFakto have formed a new technology partnership to provide joint customers with operational solutions compliant to the GDPR.

How we can help your contact center?

  • Identify where personal data is stored in your contact center environment
  • Secure any sensitive data from being seen or heard by unauthorized agents
  • Allow the right to modify or erase all personnel data’s by EU citizens
  • Reduce the risk of fraud
  • Bring your data operations in line with EU privacy rules

To learn more about how we can help your contact center to become GDPR compliant please contact us by clicking a button below.

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