Security & Privacy


Security, Privacy and Data Integrity at an Enterprise Scale

Our Five Pillars Of Security

We take the security and privacy of our clients' data very seriously. Our omnichannel Intelligent Virtual Assistant collects and processes enormous volumes of both personal and payment data, making stringent security controls a critical priority.

Professional auditing teams recognize Interactions security model as an unparalleled security framework — one that has successfully secured data for some of the largest enterprises in the world.

Platform

From offering multi-factor authentication for our clients to securing sensitive personal data for them, our security framework is embedded and enforced across our entire Intelligent Virtual Assistant platform.

Applications

Interactions provides a number of security measures to provide the relevant controls within digital and voice applications, in particular securing our patented use of Adaptive UnderstandingTM technology.

Data Handling, Storage and Logging

We understand the sensitivity of information that can be shared during customer care interactions. To respect this sensitivity, we’ve implemented a range of security controls including log encryption, real-time data blocking, and sensitive redaction.

Service Network

Interactions works with a network of service providers to operationalize Human Assisted Understanding (HAU) - provide a range of language skills, a distributed global footprint for business continuity, and scalability to meet our client growth needs. All service providers meet our security requirements, including client-mandated requirements and, industry-specific certifications.

Voice Biometrics

Security is all about layering. As part of our commitment to security and privacy, Interactions offers its clients an additional factor of authentication — Voice Biometrics. Customer voiceprints are always encrypted and the Encryption Key Management process is transparent and available for review.

State, Federal and International Regulatory Requirements

Interactions uses data to both carry out customer transactions and to improve the provided services. For clients deployments, Interactions acts as a data processor and its clients act as data controllers.

We are committed to ensuring that our products and service can be used by our clients to support their GDPR obligations. We launched GDPR API that gives our clients the means to process requests from customers who reside in the Europea Economic Area (EEA), as outlined by the General Data Protection Regulation (GDPR), an EU data protection and privacy law.

Industry Specific Regulatory Requirements

With Fortune 500 clients in data sensitive industries such as banking and healthcare, Interactions works with its clients to ensure that relevant industry regulations governing data privacy (for example, HIPAA in US healthcare) are satisfied.

We take security seriously at Interactions. That’s why we meet or exceed standards for:

SOC 2, Type 2 Audit

PCI-DSS, Level 1 Service Provider

Health Insurance Portability and Accountability Act

Want to learn more? Let’s talk.