Regulatory Compliance in Your Contact Center Shouldn't Keep You Up at Night

Regulatory compliance is becoming more complex with each passing day. It seems like just yesterday the focus was on the General Data Protection Regulation (GDPR) in the European Union, but now we are looking at global expansion of similar requirements, and even US states are jumping on the bandwagon. This is all in addition to the other regulations like the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI) we must keep an eye on.

NICE understands the complexities of compliance. Part of this complexity is that unique requirements apply to each of our customers. To be sure, there is no one-stop-shop or “silver bullet” that will address every requirement. What is needed is a rich set of features combined with professional services that can help you tailor your solution to your own unique requirements. Fortunately, NICE has you covered on both of these fronts.

Our powerful Interactive Voice Response (IVR) solution can gather the information that powers your system. For example, our platform can use call information to dip into your existing Customer Relationship Management (CRM) system to determine whether a contact has already consented to being recorded or other information processing required by the GDPR. If they have not, then the customer can be asked immediately, and the contact treated accordingly. Furthermore, the same CRM integration can be used to remember the contact’s choices for the next time they call.

We also support the masking functionality you may require in order to minimize Personally Identifiable Information (PII) and other sensitive information that may be exchanged. This can help with PCI and HIPAA compliance, as well as general risk minimization regarding sensitive information.

Omnichannel support can ensure a seamless experience when an email contact needs to move to voice in order to exchange sensitive information.

We have the support services that can make your team successful. Whether it is training courses, quick questions, building relationships with our DEVone partners, or providing a custom solution to your specific requirements, NICE is ready to meet your needs. Maybe your concern is support for credit card transactions. We provide the features that will meet your basic needs, but also have DEVone partners that can integrate with our platform and meet your most advanced requirements.

Smaller customers might want a system configured out-of-the-box. NICE professional services is the answer. They will work to understand your requirements, including those associated with compliance, and configure your system so you are ready for your customers on day one.

All of this is in addition to the robust security and compliance provided by the NICE Customer Experience (CXone) Platform. We routinely engage in external audits for PCI, Health Information Trust Alliance (HITRUST), Service Organization Control 2 (SOC2) and other compliance standards. We also run internal audits and continuous monitoring activities, including those required for FedRAMP compliance. We have implemented rigorous policies and procedures necessary to maintain compliance, including our secure development life-cycle and production change management procedures.

Don’t let the complexity of regulatory compliance keep you up at night. NICE CXone has the features, support, professional services and platform “under the covers” to meet your needs.  Headed to  Gartner Symposium/ITxpo in Orlando?  Stop by booth #1046 to see CXone live and in-person.