1. What data needs to be stored in EvaluAgent to enable Analytics?
For calls, we import and store an audio-file of the call-recording and the resulting transcript of the audio file. For tickets, we import and store the full text of the conversation between your agents and customers. For both, we also import and store any associated meta-data linked to calls and tickets.
2. How do you handle sensitive customer data?
Often, the original call-recording platform or ticket management system will redact sensitive data from imported call-recordings and tickets. If not, EvaluAgent’s redaction feature can be used to tag and redact any type of sensitive data you wish to hide and remove from the files we store.
3. How and where are my customer conversations stored and who can access them?
EvaluAgent offers Enterprise security protocols and procedures and is ISO27001 accredited. Details of our security standards can be accessed here www.evaluagent.com/security. Data is stored and processed in one of our AWS facilities – typically in-country or the most relevant region to your operation. We are very experienced with working with client’s and prospect’s information security teams and, with a wide range of internationally recognisable brands as clients, we are proud to say that we have never failed any InfoSec due-diligence process.
4. How long does the data need to be stored?
We typically store unprocessed call recordings and tickets for a period of 6 months and processed call recordings, call-transcriptions, and tickets with the associated auto-QA results for the term of our contract with you. We can customise this policy to your needs.