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.
If you use NewVoiceMedia or NewVoiceMedia products in Salesforce, you can and must action any of your customers' requests in Salesforce yourself.
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.
Right to be Forgotten
Vonage Contact Center now supports the ability for you to raise any 'right to be forgotten (RTBF)' requests made by your customers. This feature anonymizes or removes the personal data stored in VCC databases in a permanent, irrevocable, one-way change. This data includes call recordings and their related data, for example, transcriptions, and voicemails. The underlying data still supports your statistics in Vonage Contact Center but can no longer be tied to the customer who raised the request. Records containing personal data that can be deleted are permanently removed. Records containing personal data that cannot be deleted have any personal data permanently anonymized. 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 anonymized or deleted at this time. 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.
For information about processing Right to be Forgotten requests, see Raising a Right to be Forgotten request for NewVoiceMedia to process.
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 in Salesforce.