Customer interactions are a valuable asset to enterprise information, but they can also be a liability to an organization. The risk of capturing customer interactions is growing exponentially, especially as they are now being targeted for legal compliance and investigation. Like other types of enterprise information, voice, email, and chat interactions must be effectively monitored and secured to meet compliance, governance and liability requirements.

In addition to maintaining compliance with regulations such as HIPAA, Sarbanes Oxley, and PCI, businesses are now faced with meeting requirements established by the Federal Rules of Civil Procedure (FRCP). Because FRCP now requires organizations to deliver electronically stored information (ESI), including recorded interactions, for legal investigation, it has become a key driver for developing more efficient enterprise risk management and eDiscovery processes.

To help businesses manage the high volumes of enterprise interactions, Autonomy etalk delivers advanced recording, archiving, and analysis capabilities that automate the storage and retrieval of speech information for compliance and litigation processes. Autonomy etalk’s PCI compliant recording systems deliver enhanced security and reporting features that simplify compliance audits without compromising sensitive data. Integrated speech analytics capabilities provide comprehensive fraud detection and risk analysis functionality including early case assessment for eDiscovery.

Product Briefs