Compliance capture in the contact center

Organizations capture interactions for compliance or regulatory purposes. Reasons for compliance capture include ethical compliance, contractual compliance, corporate liability, consumer protection, and interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. analysis.

Administrators and compliance officers use Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. to review and analyze the captured interactions for compliance, non-compliance, and to service compliance requests.

Example: Compliance review

The organization receives a complaint about non-compliant sales of financial products by a specific team. The administrators or compliance officers search for specific interactions associated with the team. After organizing and grouping the interactions into a case, compliance officers review the captured interactions for evidence of non-compliance.

Other compliance requests

Other types of compliance requests can be handled in Risk Management:

• Export Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. Media: Compliance, legal, or data subjects request access to captured data. Media export requests are managed using the Export Interactions Media capability.

• Legal Hold: Requests from Compliance or Legal require retention of interactions so that they cannot be deleted. Requests are managed using the Legal Hold feature of cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously..

• Replay Approval:  Replay approval is a specialized compliance request. A user must request access to review captured interactions.

• Recycle bin A recycle bin is a special type of case that serves as a temporary location for interactions scheduled for deletion based on a period of days, known as 'days until deletion.' After the number of days expire, the system permanently deletes the interactions.s: Use Risk Management recycle bins to schedule the deletion of interactions.

• Immutable storage: For interactions archived in the cloud, provides long-term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. retention that protects data from unauthorized change or deletion and malicious activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. such as ransomware attacks. Immutable storage can apply to all versions or only to some versions of the storage object. No user can update or delete an object version identified as immutable.

Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions.

Use complementary products within the suite to manage compliance requests. The Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). Rules Manager enables you to:

• Populate cases, legal holdcases, and recycle bins in bulk

• Export interactions in bulk

• Delete captured interactions

Related information 

Immutable storage (Verint® Cloud Capture Configuration Guide)