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Used in Right to be Forgotten, Raising a Right to be Forgotten request for Vonage to process and General Data Protection Regulation in Vonage Contact Center

Excerpt

NewVoiceMedia Vonage Contact Center now supports the ability for you to raise any 'right to be forgotten (RTBF)' requests made by your customers. This feature anonymises or removes the personal data stored in NVM VCC databases in a permanent, irrevocable, one-way change. This data includes call recordings and their related data, for example, transcriptions. The underlying data still supports your statistics in NewVoiceMedia Vonage Contact Center but can no longer be tied to the customer who raised the request.

Note

Records, containing personal data, that can be deleted are permanently removed.

Records, containing personal data, that cannot be deleted—for example, some records are required for correct reporting in Stats and Reports—have any personal data permanently anonymised. In such cases, the personal data is replaced with a token. The original personal data can never be retrieved from the token.

Data from third parties that is stored in data sources and then mapped to a single name (using Data Source Mappings), cannot be anonymised or deleted at this time.

NewVoiceMedia Vonage Contact Center processes any requests within the bounds of your currently logged in account only, so if you have multiple accounts you may need to raise the request in each account to ensure complete coverage.

Only supervisors have the ability to raise RTBF requests.

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