Bringing Clarity to MiFID II/GDPR Call Recording
By now you’ve surely heard of MiFID II and GDPR – two new regulations impacting telecom resellers across the UK and the EU. MiFID II arrived in January 2018, and GDPR goes live in May 2018. Driven by UK’s communications regulator (Ofcom) and the Financial Conduct Authority (FCA), these regulations both aim to improve the security and scrutiny of communications/data. While MiFID II applies primary to the financial industry, GDPR spans every industry. In short, these regulations will enable telecom resellers to offer safe, compliant solutions to their business customers.
MiFID II is a legislative framework for the regulation and operation of financial markets in the European Economic Area (EEA). Its aim is to protect investors, increase competition and improve financial regulatory consistency. In order for financial firms to comply with this new legislation, they must implement systems to support automated call recording and storage and retrieval of client interactions including mobile, landline, SMS, email and face-to-face.
On May 25, 2018 the General Data Protection Regulation (GDPR) comes into effect in the UK and across Europe. Its intent is to bring consistency to data protection laws throughout the EU. GDPR will impact any business (large and small and across every vertical) which processes data. The law aims to ensure all customer data (including audio recordings) a firm holds is accurate, up to date, secure and available to customers to correct or delete. Records must be kept on how you process data, who has access to it and what justification you have for collecting and storing it. Numonix’s call recording offers 100 permission levels to restrict who can access your recordings.
GDPR specifies particular situations in which call recordings may be made, including:
Under GDPR, businesses must be sure their recording solution enables them to:
See also “MiFID II and GDPR: What you Need to Know”, which includes several links to additional resources and further clarity.
Publish Date: February 23, 2018 5:00 AM
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
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Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
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|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
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There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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