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 the NewVoiceMedia platform. NewVoiceMedia also provides the ability to delete call recordings and associated comments and conversation analyzer data.
If you use NewVoiceMedia or NewVoiceMedia products in Salesforce, you can and must action any of your customers' requests in Salesforce yourself.
If you use NewVoiceMedia in non-Salesforce CRMs, you can and must action any of your customers' requests in the CRM yourself.
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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 NewVoiceMedia platform. If you want to exert one of your rights in relation to your own data held directly with NewVoiceMedia, send an email to request.information@newvoicemedia.com. |
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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 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.
Child records contain the phone number dialed by the agent or from which the agent received the call. Depending on the standard fields your CRM provides, the child record contains the number in the subject field or a phone field. If agents can edit child records, they can add comments or notes that might contain personal information.
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.