Contact Center Solutions Featured Article

GDPR Compliance Coming Soon

January 16, 2018

The GDPR clock is ticking, so it’s high time to put compliance efforts in action. Yes, organizations have until the 25th of May until the new data protection regulations come into play, but there is no time to waste as those companies that fail to comply will face massive fines. And, likely customer loss, as well.

This week, NICE announced a solution developed specifically for GDPR (GDPR Compliance Center), enabling user-friendly implementation and promises the appropriate processes in place to deal with private data in a compliant way.

Miki Migdal, President of the Enterprise Product Group for NICE explained, "As privacy becomes a customer experience differentiator, and driven by the risk of heavy fines, complying with GDPR is a huge concern for our customers worldwide. NICE GDPR Compliance Center offers a unique solution that leverages our market-leading recording and analytics technologies to ensure companies can easily meet the new regulatory requirements. With the best-of-breed NICE compliance software at their fingertips, IT teams, contact center agents and compliance officers alike can rest assured they are fully prepared ahead of the changes GDPR is set to bring about.”

With slightly more than four months before GDPR comes into play, and while it is an EU regulation, the affects will be felt around the globe. The NICE GDPR Compliance Center provides robust reporting and dashboards in order to monitor operations, and send user notifications of a threat.

Agents can oblige customer requests of data portability, “right to be forgotten” and “right to access” in real time. And, building on NICE’s call recording feature, the GDPR Compliance Center will record and verify customer connect.

In terms of security, media is encrypted and there are dedicated anonymization processes and authorization controls to protect sensitive data. NICE notes this extends further than GDPR, as the NICE Compliance center platform is fit to support a slew of data regulations – MiFID II, PCI DSS and HIPPAA, for example. 

Edited by Mandi Nowitz