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  • 1.  GDPR, Anonymize ANI or deleting conversations

    Posted 24 days ago

    Hi, 

    I have got a GDPR question from a customer regarding anonymize ANI or deleting conversations data. 

    In connection with an inbound task for a external customer, they (our customer) want to anonymize ANI / delete conversation data that are collected during this task. 

    I have tried looking around but hasn't been able to find the right information so does anyone has any experiences with that kind of GDPR task  

    Question: 

    What kind options is there to anonymize ANI / delete conversation (selected on DNIS or queue) ?

    Is there any drawback in doing this?

    Thanks in advance

    Regards,

    Torben Eriksen

    so what options are there


    #Unsure/Other

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    Torben Eriksen
    Nuuday A/S
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  • 2.  RE: GDPR, Anonymize ANI or deleting conversations

    Posted 13 days ago

    Since all data in Genesys Cloud is immutable, it makes it hard to change the data received.  There are ways to not show the ANI or Caller ID name to agents as well as mask PII data to all users in the transcripts and the recording.   Digital REGEX masking is in beta now, but it seems like you are talking about voice conversations.  Maybe one of these will work for you.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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