Security & Privacy


Security and Data Integrity at an Enterprise Scale

Our Five Pillars

With Fortune 500 company clients in financial services, insurance, telecom, healthcare, retail, and more, we take privacy 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. With over 2 billion transactions processed, Interactions has never had a reported instance of client data theft.

Platform

From multi-factor authentication, to securing compartmentalized and sensitive data, to complying with PCI-DSS Level One Service Provider requirements, 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 uses a network of providers whose employees support our patented Adaptive Understanding™ technology. These provide a range of language skills, a distributed global footprint for business continuity, and scalability to meet our client growth needs. All service providers must meet our security requirements, which encompass client-mandated requirements, industry specific certifications, and Interactions requirements.

Voice Biometrics

As part of our commitment to privacy, Interactions offers clients an additional authentication method — the ability to use their customers’ own voices. Clients have the option to store voiceprint data either in the client’s facility, or in the Interactions hosted service. Such voiceprints are encrypted and the Encryption Key Management process is transparent and always available for client review.

State, Federal and International Regulatory Requirements

In supporting its clients’ applications, Interactions acts as a data processor and its clients act as data controllers. To support its clients’ applications, Interactions uses data to both carry out customer transactions and to improve the provided services. Improved automation models benefit the client by providing improved speed and consistency of responses when the transaction is automated.

Businesses that use service providers to process personal data of EU data subjects are required to use providers that are both GDPR compliant and support compliance with the GDPR. Interactions is committed to ensuring that our products and service can be used by our clients to support their GDPR obligations.

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

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What is Multi-Factor Authentication (and How Do You Implement it?)

As a company, it’s important to provide the best security for your customers. And with so many potential ways for strangers to hack into accounts and steal someone’s identity, a foolproof way to verify your customer’s identity is crucial – for your business and for your customers.

TECHTALK

Voice Biometrics

What is voice biometrics? Listen to Mary McKenna, Director of Product Management at Interactions, explain how voice biometrics works and why it is an essential security measure for enterprises.

eBook

Artificial Intelligence and the Customer Experience

There’s no denying that artificial intelligence (AI) is popping up everywhere in consumers’ daily lives. But for many businesses, AI is more than hype—it’s an important part of how they do business and connect with their customers. So what does it mean to ‘get AI right’?

Want to learn more? Let’s talk.