Contact Center Recording

Why are anonymization and data protection so important?

Technological advances in the automated transcription of telephone conversations have brought increased attention to the issue of data protection and data sovereignty: What exactly happens to the telephone calls in text form and the personal content?

The employee's view

When it comes to call recording and transcription, employees and their representatives are often rightly critical and skeptical. Much of the concern can be addressed with our technologies for securely anonymizing your own employees. Here are a few examples:

• Employee names and other personal data are automatically recognized and immediately noised for anonymization in the call recording or replaced in the transcription by placeholders such as asterisks.
• Individual digits or strings of digits (telephone numbers/extensions) can also be filtered and then anonymized or deleted from the recordings.
• In smaller service units, colleagues can often be easily recognized by their voice. To rule this out, the voice can be distorted in the call recordings by changing the pitch and speed so that it is no longer possible to draw conclusions about the individual employee.

The caller's view

GDPR-compliant data processing is also enormously important for callers and increases customer confidence in the company. Here are some examples of which personal customer data can be identified and anonymized directly in the recording or transcription process:

• Names, phone numbers, birth dates and addresses,
• Social security numbers and health information,
• Account balances or delinquencies,
• passwords, PINs, and many other sensitive and private data.