Call Accounting Featured Article

Solutions Address GDPR Call Center Compliance

  By Paula Bernier, Executive Editor, TMC

It’s Friday, May 25! This is the day the European Union’s General Data Protection Regulation goes into effect. In light of this momentous new requirement, which applies to both EU organizations and any outfit that deals with EU citizen data, companies are promoting solutions that they say help address GDPR call center compliance.

For example, Genesys (News - Alert) yesterday announced a new API for its PureCloud platform for contact centers. The company explained that the self-service features of the API will help businesses comply with GDPR and process customer requests related to data protection much more quickly than mandated by GDPR. Genesys also talked abou the need for companies to take “a more surgical approach” to data collection in light of GDPR.

Also this week, DataDelta and global contact data quality and identity verification solutions provider Melissa announced two audit solutions that address GDPR and/or what the company believes could become future requirements of the regulation.

Customers can choose from a Fast Cloud audit, which is offered for free through Sept. 1, and the Deep Onsite audit.

"In reality, the ability to locate all versions of any EU resident's record quickly and thoroughly is compromised by the complexities of matching algorithms. Even simple errors, such as James vs Jim, can result in a costly compliance failure. And yet in Melissa's recent GDPR survey, a full 40 percent of respondents reported that they do not even track these errors," said Bud Walker, vice president, enterprise sales and strategy, Melissa.

"Most SCV platforms rely on strict fuzzy match algorithms to avoid incorrect matches - intentionally erring on the side of false-negatives. Before GDPR, these false-negative match errors could be dismissed as minor mistakes with limited negative business impact, such as duplicate marketing messages or a slight skew in analytics," added Ed Allburn, president and CEO at DataDelta. "All this changes dramatically with GDPR requirements, such as its Right to Erasure. You cannot erase what you cannot find."