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News : Legal Notice Dialpad Notifies Individuals of Data Incident

#contactcenterworld, @dialpadHQ

San Francisco, CA, USA, Apr 11, 2023 - From Monday July 4, 2022 at 8:33 AM PDT to Wednesday July 6, 2022 at 9:33 PM PDT, a product update to the Dialpad's fax service resulted in an error in how Dialpad's user interface displayed the .pdf file containing the fax content. As a result of the error, instead of displaying the fax received for a given fax number, the most recently received fax was displayed. Consequently, for this brief period, some faxes may have been inadvertently displayed to Dialpad's users that were not the intended recipients of the information. This was not the result of malicious action, and no other customer data was involved.

Dialpad immediately disabled fax service once the error was discovered. After the erroneous product update was reverted and steps taken to prevent such an error from occurring in the future, Dialpad re-enabled fax service without further issue. There is no evidence that any customer information has been misused.

Dialpad mailed notification letters to affected individuals who Dialpad maintained an address for on March 16, 2023. The letters included additional information about what occurred, outlined the specific personal information that could have been exposed for that individual, and provided a toll-free number that individuals can call to learn more about the incident. The call center can be reached at (866) 674-8950, and is available Monday through Friday from 8:00 am to 5:30 pm Central time. Although Dialpad was unable to locate addresses for all impacted individuals, those individuals whose Social Security number was potentially compromised were mailed a notification letter.

The privacy and protection of customer data remains a top priority for Dialpad, and we deeply regret any inconvenience or concern this incident may have caused.

#contactcenterworld, @dialpadHQ

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com

 


About Dialpad:
Company LogoDialpad is a cloud communications platform for talk, messaging, meetings and contact center in one beautiful app. Dialpad’s platform delivers AI across every employee and customer experience through real-time transcriptions, live agent coaching and sentiment analysis.
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Today's Tip of the Day - Listening To The Customer Experience

Read today's tip or listen to it on podcast.

Published: Wednesday, April 12, 2023

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2024 Buyers Guide Automation

 
1.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

2.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

3.) 
Pointel

Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Pointel I...
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