Detect Breaches.
Ensure Adherence.
Reduce Risks.

Use keyword, sentence, and sentiment filters to detect business threatening calls resulting in legal cases and public proceedings. Use live-in-call agent prompting to ensure compliance by advising agents in real-time.

Insights

Overview of:

PCI Compliance
GDPR Compliance
Compliance Violations
Protocol Compliance
Vulnerable Customers

Actions

Enforce Rules
Redirection Errors
Train Underperforming Agents

Results

Avoid/Reduce Lawsuits, Fines, and Penalties
Safeguard Reputation
Maintain Customer Trust

Enjoy the results of on-point Compliance

Create custom reports through specific criteria to identify calls containing sensitive information and where customers’ privacy is at risk. VoiceAnalytics has a GDPR module incorporated that provides the ability to physically delete audio recordings and delete and anonymise customer-sensitive data in accordance with the General Data Protection Regulation (GDPR). The search is performed by specifying a period, an agent, or any part of the audio file’s name. Provide your agents with real-time support on all protocols and regulations they must follow to ensure a call is compliant. Send alerts to supervisors when one of the items has not been checked.

245 calls (0.5% of total) found to be in potential breach of compliance.

Insights on:
• 54.203 calls (2.113 hours) analysed in around 48 hours
• Identify which calls have been suppressed for PCI compliance purposes and which have not

Actions:
• Targeted training of the most prolific agents

Results:
• Reduction of occurrences by over half
• Removal of risk