Call Center Compliance
Eleveo Call Center Compliance
Developed to help organizations operate in compliance with an alphabet soup of regulations - GDPR, HIPAA, PCI DSS, MiFID, CCPA, FCA CDC and more - Eleveo’s call center compliance tools deliver a range of capabilities that protects customers’ privacy and your organization’s legal and financial exposure.
Eleveo thrives in highly regulated industries, where stringent demand that organizations and their contact centers protect customer and patient information. Our call center compliance tools are designed to help businesses meet the highest data security standards and protect sensitive information from unauthorized access or disclosure.
Our tools are compliant with the Payment Card Industry Data Security Standard (PCI DSS), ensuring that businesses can collect, transmit, and store payment card information securely.
The increasing complexity and diversity of regulations pose a challenge for businesses, but with Eleveo’s call center compliance tools companies can stay on top of their compliance requirements while protecting their customers’ privacy.
SOC 2 Certification: Information Security in the Cloud - Eleveo's cloud-based solutions are SOC 2 Type 2 certified. That means your data and your customers' data remains secure, available, confidential and private. This and other certifications, including ISO 9001 and ISO 27001, underscore our commitment to meeting all statutory and regulatory requirements for our customers.
The bottom line is, whether your IT infrastructure is on-prem, in the cloud or in a hybrid environment, compliance and security are key challenges. Organizations across a wide array of industries, from healthcare, finance and insurance to education and government, place extraordinary trust in Eleveo.
Our call center
compliance tools include:
Omnichannel
Recording
Omnichannel
Recording
Records all inbound and outbound customer phone calls, emails, texts and chats. Our multi-channel recording solution for contact centers and unified communications environments includes screen recording as well. The tool offers numerous features, including an intuitive web-based interface, advanced record organization, storage and archiving, sophisticated access control and record manipulation, comprehensive recording and on-demand access to all recordings.
Call recording is a crucial component of call center compliance, as it provides organizations with a detailed record of customer interactions and helps them meet regulatory requirements.
Media Lifecycle Management
Archives datasets based on configurable rules and automatic categorization. This tool anonymizes, extracts or deletes personally identifiable information to protect against theft or fraud and provides full audit protection – a detailed audit log for every system action, with simplified extracts for compliance reviews.
With media lifecycle management, companies can ensure that datasets are archived properly, protecting the privacy of customers' personal information and ensuring that they meet industry data security standards.
Live Monitoring
Provides contact center leaders with a list of in-progress calls and allows those authorized to select and listen to any of those calls in real time. A Live-Screen Monitoring feature enables evaluators to monitor how agents navigate their computer screens during the customer interaction, adding useful real-time context to the evaluator’s understanding of the interaction.
By offering live monitoring, Eleveo enables contact center leaders to keep a closer eye on customer interactions and ensure that agents are adhering to compliance policies.
Auto Pause & Resume
Eliminates human error, strengthens your compliance strategy and places minimal demand on your IT resources. Browser-based URL and application detection technology automatically records your customer interactions, pausing audio and screen recording when a URL or application you’ve defined is running (during the exchange of confidential financial data) and resuming after that activity has ended.
With auto pause and resume technology, Eleveo simplifies the data management process and minimizes the demand on IT resources, saving organizations time and money.
“If our recording solution goes down and there’s a gap in our call records, we’re in major legal jeopardy, so when I say I honestly can't remember the last time I received an outage report on Eleveo, that’s significant. We don't lose calls; it’s that simple.”
- Large Healthcare Provider
Why Call Center Compliance Is Important
If your business interacts directly with consumers and your contact center collects customers’ sensitive financial or payment information, you’re required to protect that information you need Eleveo to protect against legal and financial risk.
Call center compliance requirements reach across organizations, touching departments from IT and Operations to Marketing and Sales. Eleveo lies at the epicenter of an organization’s efforts to comply with applicable regulations and – equally important – any efforts to prove compliance to auditors and regulators.
By adhering to regulations such as the Telephone Consumer Protection Act (TCPA), Eleveo's call center compliance tools help businesses protect their customers from intrusive telemarketing calls or messages and avoid legal penalties.
Failure to comply with legal and regulatory requirements can pose a significant legal risk for businesses, which is why it's essential to invest in call center compliance tools like those offered by Eleveo.