Compliance and Risk Analysis
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. Sample applications of a complete audio and desktop monitoring system include the following:
Payment Card Industry compliance requires limited recording and visibility of customer sensitive data. With Autonomy ICE, businesses can automatically ensure compliance by appropriately masking, muting or redacting data in audio and desktop records.
Whether it be downloading customer lists to an external drive or logging on to customer systems in off hours, Autonomy ICE automatically identifies indicators of fraud at each desktop.
Information classification is used to attach appropriate metadata to customer interaction records giving businesses the ability to organize their customer interaction data based on a robust set of criteria.
As organizations struggle with whether to allow employees to visit and interact on social web sites, the potential business impact of these sites grows. Autonomy ICE allows organizations to monitor and appropriate respond to employee activity on the social web without inhibiting their ability to do their jobs.
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Autonomy Group Customers
