Compliance has always been a critical concern for brands serving customers in a variety of industries and landscapes. As companies continue to collect huge amounts of data from their interactions with clients, regulations influencing how this information is managed and stored have begun to evolve. In recent years, in particular, the compliance space has grown increasingly complex.
To protect companies and their customers from data leaks, breaches, and privacy issues, vendors in the technology sector have begun producing enhanced solutions for CX compliance. These tools, either offered as standalone technologies or embedded into CCaaS and CRM environments, help companies to avoid penalties, as well as damage to their reputation.
Today, we’re looking at some of the leading vendors in the compliance space serving companies in the evolving age of customer experience.
PCI PAL
Specifically focused on the compliance needs of contact centers, PCI PAL aims to simplify the privacy and security challenges businesses face when serving customers. The company specializes in securing transactions according to PCI DSS standards. Within the brand’s comprehensive portfolio of tools, companies can find solutions for capturing and managing digital and IVR payments.
Additionally, PCI PAL produces agent-assist technology, which helps agents to capture card information securely during live interactions. PCI PAL’s solutions are certified by the PCI Security Standards Council and can integrate with various contact center environments, thanks to the company’s broad partner network. All tools offered by PCI PAL are also scalable and cloud-based, so companies can remain agile as they grow.
CallMiner
Focused on translating business data into actionable insights, CallMiner produces a host of software solutions for frontline agent experience, quality management, contact center efficiency and fraud detection. The company’s risk and compliance suite assists brands in understanding and securing the data captured in voice and text conversations.
Designed to adhere to global and industry-specific regulations, the CallMiner ecosystem allows companies to identify risk issues across all customer conversations at scale. The solutions on offer support PCI and PII compliance and provide organizations with the tools they need to track agent performance and reduce human error. There are also reporting tools available to help brands pinpoint productivity and efficiency issues in the workplace.
Verint
Software vendors Verint create technologies for the contact center and business intelligence landscape. Companies can take advantage of tools for creating conversational AI assistants, tracking real-time workflows, and scheduling employees. The quality and compliance portfolio offered by the brand offers a proactive, risk-based toolkit for identifying compliance gaps.
Within the scalable ecosystem, organizations can find tools for assessing and identifying cardholder data, minimizing transaction vulnerabilities, and creating custom auditing reports. Solutions range from workforce optimization platforms to automatic compliance triggers and IM content filtering tools. Plus, organizations can take advantage of RSA/AES-based technology for file encryption. Tools are also available for HIPAA protection.
Semafone (Sycurio)
Now known as Sycurio, Semafone helps organizations to defend themselves and their customers against data breaches. Using patented technologies, the company assists with minimizing penalties and brand damage, particularly in regard to PCI DSS compliance. Organizations can leverage tools which automatically secure transactions when agents take payments over IVR or phone systems.
Business leaders can also use Sycurio to payment-enable other digital channels, adding compliance capabilities into email, SMS, commerce, and social media channels, and more. Sycurio also offers value-added services and support from a team of dedicated compliance professionals capable of working alongside business owners to ensure the protection of the technology stack.
Dubber
Suitable for use within a range of different communication environments, Dubber’s security and compliance tools empower brands to record, monitor, and analyze conversations. Companies can take advantage of compliant recording capabilities without common storage and hardware hassles. Additionally, recordings can be enriched and transcribed using built-in artificial intelligence.
Dubber’s portfolio of tools includes solutions for proactive reporting with automatic compliance workflows and reports. Users can take advantage of automated monitoring and surveillance tools with real-time alerts, secure voice data management, and accurate record-keeping capabilities. The unified system works across 142 global service provider networks, with full data encryption and access to strict user permission controls.
Calabrio
Focused on the contact center landscape, Calabrio devises solutions to assist companies in protecting customer and business data. Products from the company range from enterprise performance and customer experience management to workforce engagement tools. The risk and compliance tools available from Calabrio leverage a powerful analytics engine with script compliance and adherence trends, instant real-time alerts, and agent coaching.
Calabrio also offers manual and automated pause and resume features to ensure contact centers can prevent the collection of sensitive data. Within Calabrio ONE, companies can also access an end-to-end solution for workforce management, monitoring, and risk evaluation.
NICE
Provider of customer experience and analytics tools, NICE empowers teams with products built for digital self-service, journey orchestration, automation and more. The Reporting and BI ecosystem produced by NICE gives companies an end-to-end environment where business leaders can leverage holistic surveillance solutions for all types of communication.
Integrated tools range from real-time visibility dashboards covering recording events and data usage. Organizations can also gain access to reporting for measuring and proving compliance during audits. Plus, there’s open access to system data available via APIs. NICE even offers specialist compliance tools for companies in highly regulated industries like finance.
Private AI
Developer of privacy-preserving machine learning and NLP tools, Private AI assists organizations with data discovery, auditing, and assessments. The compliance and secure storage portfolio produced by the brand assists brands with identifying, redacting, and replacing PII to safeguard customer trust.
With Private AI, companies can unlock a 99.5% data accuracy solution, available in more than 47 languages. The technology doesn’t allow for third-party access and can handle real-time data redaction, with the ability to process 70,000 words per second. Private AI also uses the latest advancements in machine learning to ensure companies can consistently upgrade their compliance system.
Avaya
Avaya takes compliance seriously, with end-to-end solutions in place to protect the privacy of all data captured within the company’s platforms. The Avaya Experience Platform and Enterprise Cloud technologies are both secure and flexible, with technologies in place to ensure data is carefully collected and stored according to the latest regulatory requirements.
Avaya’s technologies provide companies with complete access to access controls, privacy and security holding features, and analytics. Additionally, companies benefit from a platform which has been built with compliance and security in mind from the ground up. Avaya users can even leverage tools and processes which allow for the manipulation and restriction of data.
Enghouse Interactive
CCaaS and customer experience vendors Enghouse Interactive built compliance, security, and privacy tools into their cloud-based ecosystems to keep companies secure. The customer interaction solutions from Enghouse come with access to tools which allow companies to manage, monitor, and measure data without harming security standards.
The Quality Control and Insight solutions available from Enghouse assist businesses in not just improving service quality but also retaining and storing data for auditing purposes. Companies can leverage call and screen recording tools, real-time speech analysis, and data storage systems. BI software, call billing software (Enghouse Proteus) and AI-enabled agent evaluation capabilities are also available from the brand
Twilio
CPaaS vendor Twilio is PCI-DSS compliant and adheres to a range of other industry regulations with their open technologies and tools. The Twilio Programmable Voice service can be tailored to the needs of companies in highly regulated industries, with redaction options for personally identifiable information. Companies can also take advantage of compliance reporting capabilities in the Twilio ecosystem to monitor crucial metrics and risks.
With the Twilio Regulatory Compliance APIs, organizations can create regulatory solutions which can be built into existing apps and solutions. There’s even the option to set up specific compliance triggers and requirements for users interacting across a range of communication environments.