From 25th May 2018, the General Data Protection Regulation (GDPR) takes effect in the European Union.
One aspect of GDPR is the 'right to be forgotten'. If one of your customers exerts their 'right to be forgotten', you will need to act on their request. Vonage Contact Center provides a Right to be Forgotten tool that anonymises or removes personal data held in Vonage Contact Center, including call recordings and related data. Vonage Contact Center also provides the ability to delete call recordings, associated comments and Conversation Analyzer data independently of other Vonage Contact Center data.
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You are responsible for validating your customers' requests before you act on them. If one of your agents or supervisors exerts one of their rights, you can access their data in Real Time or User Access sections with the VCC Admin Portal. If you want to exert one of your rights in relation to your own data held directly with Vonage Contact Center, send an email to request.information@newvoicemediainformation@vonage.com. |
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For information about processing Right to be Forgotten requests, see Raising a Right to be Forgotten request for Vonage to process.
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Audio and screen recordings and Conversation Analyzer data
You can delete your customers' personal data in Call RecordingsInteraction Content. For information about how to delete call recordings and Conversation Analyzer data, see Deleting call recordingsinteraction content.
Personal data used by Vonage Contact Center in Salesforce
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Use the following information to protect your customers' personal data. Protect this data to comply with the General Data Protection Regulation (GDPR) requirements.
If you have installed Vonage Contact Center in a CRM other than Salesforce, your agents can use ContactPad to make and receive calls to and from your customers. ContactPad sends start and end messages for these calls to the CRM window in which ContactPad appears. If your CRM supports such messaging, it creates child records of your customer records to log these call activities. The child records relate to the customers that your agents dialed or the customers the agents received the calls from.
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