Tollring Makes GDPR Compliance Easy, Presenting an Exciting Opportunity to the Channel
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 new GDPR regulation. 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.
Tony Martino, CEO of Tollring says, “GDPR gives the channel a perfect excuse to take on the role of the trusted advisor and help customers to become compliant, explaining how the latest solutions and services can assist them in making the necessary changes to working practices. GDPR presents an excellent upsell opportunity, particularly in SME and vertical sectors, where for general business purposes consent to record a call needs to be obtained. Other organisations, such as those in the financial sector or emergency and security services will need to record calls to comply with specific regulation or to protect the public interest. Call recording functionality will need to demonstrate that it meets the criteria laid down in the Regulation. We are excited about our recent product development and are confident that these enhancements will add further value to our partners and their customers.”
Under new GDPR regulation, software companies like Tollring act as a Processor and need to provide the necessary information, tools and facilities to help the channel and end users to meet GDPR compliance and to be able to prove that the rights of individuals are being protected. Tollring will help its channel partners to understand how iCall Suite facilitates compliance, so they can educate their end customers on how, in their industry sector, they can use the solutions and services in a compliant way.
Tollring encourages its channel partners to revisit and educate their entire customer base on the requirements of GDPR. The importance of adhering to this new regulation should not be overlooked; whilst the financial cost of non-compliance may not break a company, the reputational damage of failing to protect customers’ data could be ruinous.