Semafone Issues Guidance for Contact Centers Still Struggling with GDPR

BOSTON and GUILDFORD, U.K., July 18, 2018Semafone ®, the leading provider of data security and compliance solutions for contact centers, has created a guide specifically for contact centers to help them comply with the EU General Data Protection Regulation (GDPR).

The guide was compiled with the help of four industry experts specializing in data security, GDPR and contact center technology. It offers practical advice summarized in a simple 12 step path to compliance.

Even though the regulation has been in place for over a month, only 21 percent of U.K. organizations believe they are GDPR compliant, according to research from TrustArc. While other EU countries are further ahead with 27 percent of businesses stating they are GDPR compliant, the numbers are lower in the U.S. (12 percent), where companies may not have realized the regulation can apply to them as well.

Tim Critchley, CEO of Semafone, comments on why the guide is needed: “Contact centers are under extreme scrutiny when it comes to GDPR. Not only do they handle huge amounts of personal information, but they also have to take into account factors such as call recording and payment handling, which can present serious and complex challenges when it comes to data protection. In addition, contact centers are staffed by agents and customer service representatives (CSRs) who themselves need to be protected under the terms of GDPR. This guide helps contact centers to better understand and meet these challenges.”

The report can be downloaded at http://info.semafone.com/download-now-gdpr-guide-contact-center

Contributors to the report include:

Simon Martindill, Marketing Director, 360 Solutions

Patrick Cooper, Independent Consultant specializing in data and EU GDPR.

Ben Rafferty, Global Solutions Director, Semafone

Shane Lewis, Information Security Manager, Semafone

Semafone Issues Guidance for Contact Centers Still Struggling with GDPR
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