• HigherGround

Interaction Recording and Personal Privacy

Updated: May 22, 2019

By Licia Wolf

The collection and storage of personal data by companies and organizations has been undergoing stringent changes in regulations by government agencies. With the explosion of digital communications and ease of data distribution, the risk of exploitation of people’s personal data is at an all-time high.

Governments around the world have recently enacted several laws and regulations intended to protect the right to privacy of individuals.

The most recent laws are the European Union’s General Data Protection Regulation (GDPR), enacted in May 2018 and the Texas Privacy Act of 2017. These regulations effect many companies both directly and indirectly. Although the GDPR was enacted to protect the privacy of EU citizens, it effects companies outside of the EU as well.

Organizations that record calls and other communications are especially vulnerable to violating these privacy laws. Software such as HigherGround provides built-in features that enable full compliance for recorded interactions with GDPR, HIPAA, and other privacy regulations in industries such as healthcare, public utilities, transportation, and public safety. This blog discusses how a HigherGround (HG) solution can help organizations that record telecommunications comply with data privacy regulations regarding recording, storing, and retrieving calls and other interactions.

Collecting Data

Many types of data are collected by companies, including phone calls, texts, emails, videos, and messaging. HigherGround provides two methods for ensuring that personal data is protected.

  • Stop recording when personal data is communicated. HG software enables users to set triggers that pause recording and will resume when sensitive information input ceases. These can be automated or manual.

  • Capture personal data but ensure it is protected from unauthorized access. Using our specific APIs, recorded interactions with personal data can be identified for special handling and secure storage.

Storing Data

HigherGround provides tools to support, save, and secure storage while also enabling authorized users to quickly and easily retrieve data and media.

These tools include high fault tolerance to ensure data is delivered to storage, as well as replication support. Customers can store multiple copies of data and media for redundancy, backup, and disaster recovery, and delete it when no longer needed.

Data and media can be stored in secure databases and folders which are not accessible over the network, preventing access by unauthorized users. Encryption can also be used with our proprietary algorithm, further preventing non-HG users access.

Transmitting Data
There are several ways that HigherGround software can secure data and media that is sent through a network:
  • Voice recordings are encrypted before they are sent to the servers for storage

  • When call takers send screen capture files from their workstations, the file transfers are encrypted by the HigherGround security server.

  • External telephonies or other applications may send data to the recorder to control its operation or supply metadata. This information could be encrypted, but would not normally require it.

  • Data accessed by users is encrypted and sent through a connection supported by the security server.

Data Access

HG provides several features that limit access to data once it is recorded:

  • Protecting Access to Data – Administrators have the ability to grant each user access to as little or as much data and functionality as appropriate to their role. They also can choose to apply multifactor authentication for higher security.

  • Forgetting Data - The “right to be forgotten” or a similar guideline is present in several regulations. HG allows an authorized user to delete all records of one or more transactions.

  • Providing Copies of Data – Some regulations include the right of an individual to request copies of their data. HigherGround software allows sharing copies of data and media with either with encryption and password protection or unencrypted.​

Would you like to learn more about GDPR and U.S. companies? Read the white paper.

About the author - Licia Wolf is the Marketing and Communications Manager at HigherGround. She holds a Ph.D., and a professional background in electronics, internet marketing, and print/imaging technology. Click here for more information on the rest of the HigherGround team.

HigherGround, Inc. provides best-in-class, reliable data capture and interaction storage solutions that enable clients to easily retrieve critical information. Our interaction recording and incident reconstruction solutions transform data into actionable intelligence, allowing optimization of operations, enhanced performance, and cost reduction.

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