As suppliers our responsibility is to help businesses achieve data compliance and data protection. Whether it is the protection of personal data like names, phone numbers, email addresses and CRM records or the more focused area of compliant call recording storage, resellers need to ensure they understand their customers obligations, working practices and management structures.
Call recordings are potentially the most productive ancillary product provided by the business communications industry offering a key resource to support staff training (especially customer facing staff), dispute resolution, staff abuse, management understanding of the general undercurrents in the business as well as the requirements laid out in compliance regulations. The VanillaIP solution not just caters for these requirements but makes it simple and manageable for the client.
GDPR
- Call recordings stored in a secure location, encrypted at rest but readily accessible for business purposes or to satisfy Data Subject Right Requests. (right to be: Informed, copied, forgotten, anonymised)
- Access to recordings restricted by portal access controls plus a four-level permissions option.
- Call recording access log shown at user, site and business levels with management report for monthly compliance process.
- Ability to delete recordings as a specific portal user permission.
- Ability to announce call recording on DDIs and call distribution tools (hunt groups, queues, IVRs etc) but give staff the ability to stop a recording if a customer requests it.
MiFID II
- Automatically set call recording storage to 5 years for users falling under the compliance guidelines.
- Include recording all mobile calls into the recording policy.
- Exclude services that may bypass recording like call forwarding.
- Extend storage if required by investigating body.
- Set different rules for extensions not related to financial transactions/customer interaction.
- Export copy option for second level secure storage.
PCI Call Recording
- Simple small business options with call recording pause and resume functionality on multiple device types.
- Fully compliant agent linked services for anonymous transaction element (agent and call recording separation at payment process)
- Integration with payment gateway and CRM services.
Portal Access Control
- Access to management portal at customer, reseller and platform owner level all via audited roles and permission-based login.
- Two-level authentication option
- All access rights for staff clearly stated in GDPR model clauses and available to resellers and customers to ensure compliance information is passed down to all staff in line with data subject rights.
Products & Services for your Clients
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Why Partner with Us?
VanillaIP deliver a unique partner proposition which combines a broad product portfolio, with the most powerful and effective back-office automation platform Uboss that enables:
- Multi-vendor, multi service
- Automatic device fulfilment and management
- Add in your own 3rd party services for swivel chair provision
- White label branding
- Billing and Sales Ledger
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