GDPRQuality Monitoring Speech Analytics

GDPR is EU legislation, which came into force in May 2018, to protect citizens' personal data. It imposes strict obligations on companies on data management and offers greater rights to individuals. Penalties for non-compliance can reach 4% of global annual sales. The GDPR promotes transparency, data security and respect for privacy.

Learn how CrossCX natively CrossCX the resulting requirements and the smart solutions you can implement.

quality monitoring with GDPR?

The good news is that the answer is YES, as long as you respect certain rules and store, at all times, handle and use the data collected or evaluated with all due care and according to the law.

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Protecting customer and employee data

Secure storage

With CrossCX can store your data with complete security. Encrypted databases, off-premises hosting or PCI DSS compliance, MFA access, standardized access controls, and your choice of country.

Anonymization

CrossCX is designed CrossCX work with anonymized data when necessary. Both audio recordings and transcripts are stripped of sensitive information (contact details, health or financial data).

Access & rectification

Under GDPR , an individual may at any time access, modify or delete data used by companies to which he or she has given consent. Our software provides for this.

Purges

With Cross-CX, no customer data is kept for longer than the legal period, or even for longer than is necessary to enable you to improve the quality of your interactions. Data relating to an employee who leaves the company will be deleted.

Accommodation quality

The quality of the hosting and the digital and physical security measures deployed by the hosting provider are a fundamental component in securing your data.

With Cross CX can choose the type of hosting for your Quality Monitoring Speech Analytics solution Speech Analytics

SAAS shared cloud hosting

On Premise or private cloud hosting with or without Internet access

Ultra-secure PCI DSS hosting

Hosting by an authorized host for health data

CrossCX one of the few vendors capable of offering you a solution that is fully hosted on-premises or at your hosting provider’s facility; maintenance can be tailored to meet very strict requirements or be entirely managed by your teams or a third party.
Finally, we are able to work with you to design intelligent hybrid architectures that grant access to your teams without compromising security.

Control and master AI processing.

Another aspect to be aware of in the age of AI is that the various AI solutions currently offered by Speech Analytics Quality Monitoring providers Quality Monitoring sometimes located outside the EU, or collect large amounts of confidential data for their free or low-cost services. Hosting servers in the European Union is no guarantee of security if some of the processing is carried out outside of any control.

The CrossCX teams CrossCX contractually CrossCX to ensuring this fundamental aspect is handled properly on your behalf. Before any implementation, we will also provide you with a detailed explanation of the methods used and, most importantly, the specific data flows implemented to achieve the set objectives.

Let's choose the architecture that's right for you

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Cross CX solutions also Cross CX with CSR agreements.

CSR (Corporate Social Responsibility) pacts are voluntary commitments by companies to integrate social, environmental and ethical concerns into their activities. They aim to promote sustainable development while enhancing positive impacts on society. They promote transparency, accountability and overall corporate performance.

Quality Monitoring Social Concerns

Aware of the social impact and the importance of a comprehensive quality control approach, the CrossCX teams CrossCX available to assist you with CSR-related matters.

Quality Monitoring

- Random distribution of interactions to be evaluated - Anonymization of agents - Evaluation based on fair quota rules and strata: automated balancing of evaluations by period, agent, type of call, duration of interactions, etc. - Extremely fine-tuned scoring, item weights, point transfers, etc., enabling the development of a fair scoring system known to all - Validations and agent feedback - Evaluator guides and calibrations

The environment

Every technological choice and every deployment made by our teams takes into account the environmental impact of our work. Particular attention is paid to the choice of hosting and AI used, the quality of the code, and automated purges to optimize the storage and electrical loads deployed as part of our IT activities.