GDPR Compliance

GDPR comes into effect in May 2018 and represents the biggest shake-up of data protection regulation in more than twenty years. It gives people increased ownership and control over their personal data assets and provides a single regulatory environment for all organisations that capture, process or store personal customer data.

To prepare for GDPR, organisations should:

  • Establish what data is archived on aging physical formats such as tape or optical media
  • Decide whether this old data still needs to be stored
  • Review all data acquisition, processing and storage practices
  • Identify any required changes to infrastructure

The Challenge

Thought must be given to how and where recordings are stored as customers will have the right to request access to any stored personal data. Organisations will have to identify, access and, if requested, delete any recordings of interactions that contain captured personal information within one month.

A major challenge will be how to locate and identify these recordings, particularly when having to search through historical recordings with only limited attached metadata. Automated Speech Transcription supports GDPR strategies by helping organisations to manage large volumes of unstructured data without having to deploy additional staff to manually search through recordings.

SVL Business Solutions Has The Answer

As well as offering SmartVoice Replay to consolidate the long term storage of historical audio transactions onto a single, up to date platform, SVL Business Solutions uses Automated Speech Transcription which enables recordings to be searched for by any word or phrase. It allows the results to be viewed in seconds as text summaries ranked by relevance and generates text transcripts that can be reviewed three times faster than traditional manual methods.

Transcripts are colour coded to identify each speaker making it quicker and easier to identify the important constituent parts of calls without having to manually listen to entire recordings or search for the relevant sections. Users can click on particular words or phrases in a transcript to start playback at that point or listen to the whole recording. Clicking on any particular recording instantly locates other similar recordings.

Automated Speech Transcription also provides organisations with the option to also check other communications channels including email, SMS and instant messaging.

Is Compliance Optional?

GDPR applies to organisations regardless of size from international corporations to sole traders and failure to comply with this new regulatory environment will result in fines of 4% of global turnover. What is more, it is possible that larger corporate firms are likely to view smaller suppliers as an unacceptable risk if they can’t demonstrate the control over data processing required to be compliant with these new regulations.

Organisations can’t afford to ignore GDPR and need to start taking steps towards compliance as soon as possible.

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