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. NewVoiceMedia provides a Right to be Forgotten tool that anonymises or removes personal data held in NewVoiceMedia, including call recordings and related data. NewVoiceMedia also provides the ability to delete call recordings, associated comments and Conversation Analyzer data independently of other NewVoiceMedia data.
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For information about processing Right to be Forgotten requests, see Raising a Right to be Forgotten request for NewVoiceMedia Vonage to process.
Call recordings and Conversation Analyzer data
You can delete your customers' personal data in Call Recordings. For information about how to delete call recordings and Conversation Analyzer data, see Deleting call recordings.
Personal data used by NewVoiceMedia in Salesforce
Depending on which NewVoiceMedia products you have installed in Salesforce, your customers' personal data can be in many different records and fields. For information about handling your customers' personal data when using NewVoiceMedia products in Salesforce, see Where to find personal data used by NewVoiceMedia Vonage Contact Center in Salesforce.
Personal data used by NewVoiceMedia and ContactPad in CRMs other than Salesforce
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 NewVoiceMedia 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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Integrating ContactPad in a non-Salesforce CRM does not add new fields to your CRM. You cannot install Connect or Advanced Reporting and Statistics in a CRM other than Salesforce.
Personal data in CRM Lite (legacy product)
If you use CRM Lite, you have full control over the fields in the system. If you store customers’ personal information in CRM Lite, you must consider this data in terms of GDPR.