Tollring has spent months planning a new release of iCall Suite to facilitate GDPR compliance, which embeds security by design and will both enhance the customer experience and add further value to channel propositions.
Compliance features vary according to deployment method, due to the nature of technology differences, but Tollring has introduced strong functionality accessible to authorised users via a new Compliance Centre.
Product enhancements do not just focus on call recording but also add benefits for our call analytics-only users. Filterable audit reporting has been enhanced across the suite of products, allowing audit data to be exported on usage, deletions and changes. Another useful feature for call analytics users is the ability to mask a CLI within reporting data; to satisfy those customers that do not wish to appear on unreturned missed call lists. Our cloud product also includes the ability to archive extensions, for complete accuracy on call activity reporting following extension reallocation.
It is common knowledge that call recording is significantly affected by the new GDPR. Businesses recording calls for general purposes, such as to monitor service levels or for staff training, will be required to actively justify legality. Agents must be aware of the need to gain consent for a call to be recorded, depending on which of the six GDPR conditions applies to the purpose of the call. iCall Suite enables users to define call recording policy rules by department or call direction and provides the ability to create a whitelist (for legitimate call recording which does not require consent) or indeed to blacklist numbers where consent to record has not been granted.
The new compliance centre in iCall Suite displays a dashboard containing key compliance metrics (filterable by date), such as percentage of calls rejected (not recorded), total call recordings deleted and pending deletion and total call recordings paused and resumed for PCI DSS compliance purposes. Depending on deployment method, call recordings can be deleted in line with a specified business policy, either individually or in bulk.
