Delivering and showcasing a fully compliant CCaaS solution has never been more important.
With businesses and customers more aware of the dangers associated with having their personal and private information accessed without their consent, compliance expectations have risen drastically.
While GDPR and HIPAA are long-standing, non-negotiable legal regulations, PCI, SOC, and ISO are also often expected as standard – which can make trying to keep up feel a little bit like death by a thousand acronyms.
It might not get the fanfare of some of the more exuberant AI-powered tools and features on the market, but a platform that offers seamless, transparent compliance can be a powerful way to enhance a company’s CX offerings.
In a recent discussion with CX Today, Jennifer Sutcliffe, Vice President of Operations and Control at ComputerTalk, shared some insights into how the company keeps up-to-date with all the latest regulations and compliances.
ComputerTalk’s approach can be broken down into three key areas:
Infrastructure
Security measures such as encryption and role-based access controls form the foundation of ComputerTalk’s infrastructure.
Software
ice – ComputerTalk's CCaaS platform – is built to support data compliance through automated data retention and expiration features.
Access is governed by role-based permissions, ensuring that agents, supervisors, and administrators have different levels of access based on their responsibilities.
Client End-User Controls
Clients are provided with tools and recommendations to enhance internal security protocols.
This includes agent training to prevent phishing attacks, hiring practices that incorporate security clearance requirements, and enforcement of strong password policies.
Inbuilt Compliance Features with ice
The ice platform is designed with compliance in mind.
As well as the features discussed above, ice offers single sign-on and role-based access.
Sutcliffe also detailed how data retention controls help the company effectively and securely handle customer data, explaining that “some industries may require data retention for years, others for months or not at all.
“ComputerTalk configures data storage timelines accordingly. Once the specified period ends, a secure delete function within ice ensures that data is permanently removed.
“Importantly, the data always belongs to the client, not ComputerTalk, and we do not use it for any other purpose.”
In addition, ice users have access to icePay, a PCI-compliant payment processing solution designed to enable secure credit card transactions within contact centers without storing sensitive cardholder data.
“It routes calls outside the IVR for secure payment processing, so we don’t store or record any DTMF tones or sensitive payment data,” Sutcliffe explained.
Despite the array of compliance-focused features and tools, ComputerTalk isn’t resting on its laurels.
