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Privacy Compliance
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Privacy Compliance
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The Privacy Compliance module helps the Contact Center to be compliant with CCPA (California Consumer Privacy Act) and GDPR (General Data Protection Regulation). It allows the Administrator to search and export, or pseudonymize the Personally Identifiable Information (PII) of a given contact.
The PII may include a phone number, Email ID, or any business data uploaded as part of the lead list into the campaigns.
Pseudonymization renders a contact deidentified by masking it. For example, upon pseudonymization, 1223334444 becomes 12XX33XX44 and [email protected] becomes soXXonXXexXXplXXcoX.
Note:
It is highly recommended to enter the complete contact (phone number or email ID) to search and pseudonymize, subsequently.
The Privacy Compliance widget allows the agents to take requests from customers for pseudonymizing or sharing personal information (PI) used in the Campaign Management system. These requests are sent to the administrator / Supervisor, who processes them through the console.
The widget displays the following fields:
Item | Description |
|---|---|
Request Type | The type of request raised by the customer – Pseudonymization or Access to PI data (Raise the request in Acqueon Campaigns). |
Name | Name of the customer. |
Phone Number | Phone Number of the customer. Click the Add button to add an alternate phone number. |
Email ID | Email ID of the customer. Click the Add button to add an alternate email ID. |
Customer ID | The unique ID is given to the customer. |
Comments | The description of the request raised by the customer. |
Upon clicking the Send Request button, the application sends the request to an administrator/supervisor for further action.
Note:
Only the Phone Number and the Email ID of the customers (if already stored in the database) are auto populated when a call lands on the Agent desktop. This is a standalone widget and not available inside the softphone.
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