These legacy repositories will contain call recordings, copies of text-based interactions such as SMS, chat and email and even video.
Your challenge is that this data is likely to sit on platforms that you no longer want to support, in formats that are no necessarily secure, and is potentially not compliant with recent changes in regulations like GDPR and PCI.
Take a look at our Best Practice Guide focused the challenges and risks associated with retaining legacy call and interaction recordings.
We outline the best practices in consolidating, securing and ensuring compliance through redaction and remediation of toxic data.
Best Practice Guide:Securing Legacy Data and Ensuring Compliance
We use our tools and process automation to access all of your legacy call and interaction recordings across all of your platforms. We look inside each format to discover the underlying content.
We create a single ‘indexed’ pane of glass onto this data, archiving and consolidating recordings into a single repository. We enrich meta-data associated with each recording by linking elements of data across functions, customers and transactions.
We work with you to understand the legislation and best practice that you are looking to comply with such as GDPR and PCI and create a common set of policies for your legacy recordings.
Our smart tools and process automation enable us to take the necessary action on each recording, redacting sensitive data, remediating toxic data and securing it through encryption.
We create that single page of glass on your legacy interaction recordings. By enriching and utilising meta-data, we provide an intuitive and effective search and playback capability.
By consolidating your legacy recordings and placing these in a unified format, we are able to transcribe unstructured data and run smart analytics to unlock powerful insights.