New Capabilities offer an Industry First—No Additional Product Purchases to Achieve Compliance
PRAGUE, 27-Apr-2018 — /EuropaWire/ — ZOOM International, a leader in call recording, workforce optimization, and compliance software for the omnichannel contact center, today announced support for the European Union’s General Data Protection Regulation (GDPR). By making simplicity, speed, and cost-effectiveness the goals of the release, ZOOM has created a new industry standard—companies who need to support GDPR in any region of the world don’t have to purchase and implement more software. GDPR support is a standard part of the ZOOM 6.3 Suite.
Former Gartner executive and Chief Research Analyst at IT-Harvest, Richard Stiennon, explained the scenario in a November 2017 article on Forbes, “The looming imposition of a new data protection regulation in the EU is already sending tremors through the legal and IT worlds as organizations wake up to the fact that by May 25, 2018, they have to comply with the most intrusive technology regulation ever. Law firms and consulting firms are starting to use phrases like ‘this is Y2K all over again.’”
Companies in and outside the EU are taking immediate action to make applications compliant while also planning for larger, cross-department initiatives in parallel. For any company (in any country) managing EU citizen data, fines can be as much as €20 million or 4% of global annual revenues. To add to the pressure, many WFO vendors force additional software purchases of complicated “compliance suites.” Unlike ZOOM, these companies add a burden, creating additional friction for their customers—forcing longer timelines for decisions, approval, and implementation.
“GDPR is a monster of a regulation for companies to tackle,” explained Brian Shore, CEO of ZOOM International, “So, we designed ZOOM 6.3 to simplify and streamline the effort it takes to achieve GDPR compliance. It also gives customers enough flexibility to evolve over time without becoming a beastly, bloated, and outrageously expensive application—like we see from many of our competitors. In addition, GDPR truly puts the ownership of data completely in the consumers’ hands, even allowing them to have all their data erased. To address this, companies really need quality management software more than ever. Perhaps they could afford to have upset customers in the past, but now it is much more expensive. GDPR will enable a different type of attrition than we have ever seen in the history of the world.”
As explained in this white paper (www.zoomint.com/gdpr), ZOOM 6.3 supports the GDPR laws that give consumers the right to a) understand how their data is being used, b) give more granular consent, c) access all of their data, d) ask for their data to be erased, e) have their data exported, and g) ensure privacy and data protection is prioritized by those responsible for the data. New capabilities include:
- Additional documentation and tooling to make it easier to do GDPR assessments, provide explanations of processing, and support more granular consent.
- Straightforward functionality to support end-customers with the right to access, erase, or export their data.
- Specialized support for privacy and protection through new APIs, new roles, advanced audit logs, classification/tagging tools, and mobile recording support on an already robust security and encryption platform.
ABOUT ZOOM, International
ZOOM International is a global workforce optimization (WFO) provider serving more than 1,700+ customers and 350+ partners in over 90 countries. ZOOM records calls, emails, and chats, helping contact centers improve the customer and agent experience by capturing, analyzing, and improving the quality of all interactions. ZOOM also addresses back office compliance and risk, and ZOOM is the industry leader in customer satisfaction, earning a Net Promoter Score (NPS) of more than 89 for the past 365 days. Customers range from sub–100 agent contact centers to some the world’s largest companies, such as Amerigas, IBM, Homecredit, Finansbank, Tata Sky, Generali, Allianz, and Vodafone. More information can be found at zoomint.com or on Twitter @zoomint.
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