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Many contact centers are required to keep audio and text-based communication data, but personal information is at risk due to lack of redaction or manual pause-and-resume recording failures. CallMiner Redact ensures you can meet security and compliance standards by automatically removing sensitive customer data.
Using AI, Redact accurately identifies and removes sensitive data, covering over 50 out-of-the-box entities. Each redaction type is clearly labeled in the transcript, so users have visibility into which data was redacted.
Redact goes beyond standard pattern matching and can be customized based on desired redaction settings. This includes aliases for commonly misrecognized words, specific words or phrases and custom regular expressions.
In addition to audio and transcription data, Redact automatically eliminates sensitive numeric data from text-based communications such as chats, SMS and social media.
Safely store and share audio and transcription data for audit purposes, as well as to mine historical data for interaction insights and agent training, without worrying about security risks.
Proven algorithms deliver security and confidence for audio and text-based data redaction.
Exclude non-sensitive number data, such as dollar values, phone numbers, or dates from redaction.
Contributes toward security compliance standards such as PCI sensitive data at rest, as well as HIPAA and other PII requirements.
Out-of-the-box entities and custom redaction options to account for aliases, misrecognized and specific words, redaction is more precise than ever before.
Adapt to changing and growing needs with cloud-based infrastructure.
CallMiner is the global leader in conversation analytics to drive business performance improvement. Powered by artificial intelligence and machine learning, CallMiner delivers the industry’s most comprehensive platform to analyze omnichannel customer interactions at scale, allowing organizations to interpret sentiment and identify patterns to reveal deep understanding from every conversation. By connecting the dots between insights and action, CallMiner enables companies to identify areas of opportunity to drive business improvement, growth and transformational change more effectively than ever before. CallMiner is trusted by the world’s leading organizations across retail, financial services, healthcare and insurance, travel and hospitality, and more.