Are you talking about recording consultation? While part of GDPR, not specifically just for recording. If you have the consent recording on inbound calls, you should not require it on the callback for the virtual hold, but if you feel you need it, having this on outbound calls can be done easily with a secure flow that triggers on the outbound dial. Genesys is working on a capability for Agent Greeting that could work for this. We have done many variations for our clients to play that consent on the outbound dials.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-14-2024 09:30
From: Pascale Fontaine
Subject: GDPR Consent when offering callbacks
Hi,
We have GDPR consent from customers reaching us by phone but are facing challenges when implementing consent for customers that select Virtual Hold. Anyone have any tips/suggestions?
#ArchitectureandDesign
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Pascale Fontaine
Vosker
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