Managing compliance with global privacy and consumer protection legislation when recording customer interactions can be a complex challenge, especially when trying to ensure the best possible experience.
With so many pieces of legislation throughout the world, it is almost impossible to know when and how you should comply.
Consentec has been automating the process of obtaining not only consent but also ensuring that consent is obtained in the correct way according to the jurisdiction of the customer.
Previously, the company has been successful in providing an appliance that is simple to integrate, configure and manage and that gave clients all of the control that they would come to expect from a call control perspective.
New API for UC and Contact Centre
The firm has now taken this to the next level by releasing an API.
In an exclusive interview with UC Today, Mitch Dawson, Founder and CEO of Consentec, said his company has delivered an API that is going to be particularly useful for contact centres and UC providers.
“A contact centre would build into their workflow a call to our API which would return the location and detailed compliance and privacy legislation data concerning the other party in the call”
“Customers can use this data to invoke custom announcements or consent prompts, as well as to pass this data through the agent via the screen pop to have them carry out the relevant compliance procedure.” he said.
Dawson said the beauty of the contact centre platforms is they have the ability to handle the media themselves. “They can access and use the data from our API via a standard HTTP GET request to invoke their own notifications or announcement or whatever they deem is relevant to in order to comply with legislation in that case.”
While contact centre platforms have the ability to play announcements, the Consentec API provides the data that they need to be able to make the informed decision to correctly comply with the applicable legislation.
Dawson explained that an example of how this would work, as a call comes into the contact centre the script would initiate a call to the API for the calling party number, the received response would contain information on if GDPR applies if the call was coming from somewhere within the EU and the conditions that would amount to valid consent.
“The platform could then attempt to automatically prompt the party for their consent or make the agent aware of the need to ask the customer for their consent,” said Dawson.
The key part here is that Consentec would not be carrying out media handling, the API is very straightforward to access via standard HTTP Get request built in to all modern platforms.
“Having spoken with many UC & CC as-a-service vendors about our “Comply” appliance, we felt that there was an opportunity for a “data only” offering that would still make all the same detailed compliance data available, but make it much accessible without the need for on prem equipment”
Technology partnerships
Dawson said that Consentec was looking to build technology partnerships with a number of leading UCaaS and CCaaS providers.
“We launched the API at the end of January and the feedback has been really interesting, we are already building strategic partnerships and certifying integrations with a number of cloud-based platforms”
“If you are a system integrator or VAR with on prem or cloud based customers, contact us via our website requesting a demo API key and you can have an integration up and running in a few hours, it really is that simple, ” said Dawson.
