Call Redaction Software for Compliance & Security

How it Works

Eureka Redact precisely removes sensitive numeric data while maintaining the context of conversation to preserve effective insight while reducing liability associated with external and internal threats.

The redaction process is triggered when the system identifies sensitive data such as account, credit card, and social security numbers. Data that is eliminated is replaced with the word ‘redacted’ in the text transcripts and with a silence block in the call audio

Mine

Speech Recognition & Transcription of Source Audio

Scan

Scanning for Numeric-based PCI/PII Data

Redact

PCI/PII Data Overwritten in Audio & Text Transcripts

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“These awards are voted on by real-life contact centers that are using the technology, rather than selected by a panel of ‘experts’. The detailed comments made by those that voted for CallMiner clearly show what customers love about the technology. CallMiner was singled out for its user-friendliness and robust in-depth analysis of customer interactions and agent performance, which provides management with excellent insight into what is happening in their contact center every day.
Jonty Pierce
Call Editor, Centre Helper

How it Helps

Eureka Redact gives you the ability to safely store and share audio and transcription data for agent coaching, customer experience analysis and compliance by eliminating credit card data, social security numbers and more from voice and multichannel interactions.

Ensure Regulatory Compliance

Discover what drives positive customer experiences
Quickly identify at-risk customers and take proactive steps to retain them
Highlight positive agent behaviors that turn-around negative interactions

Reduce Legal Exposure & Risk

Calculate the relative risk level of any call based on conversational content
Lower the likelihood of fines and lawsuits
Improve response times and lower overall monitoring costs

Ensure Regulatory Compliance

Remove sensitive PCI/PII data from interaction records
Quickly identify at-risk customers and take proactive steps to retain them
Highlight positive agent behaviors that turn-around negative interactions

Reduce Legal Exposure & Risk

Calculate the relative risk level of any call based on conversational content
Lower the likelihood of fines and lawsuits
Improve response times and lower overall monitoring costs

Encourage Secure Sharing

Objectively score 100% of agent interactions
Drive more powerful, fact-based coaching
Reduce agent turnover and onboarding time

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How It’s Better

Precise

Curated redaction algorithms identify and remove sensitive PCI/ PII numeric data

Flexible

Supports exclusion of non-sensitive number data (e.g. dollar values, phone numbers, dates, etc.) from redaction

Secure

Certified compliance for PCI DSS 3.0 with benefits for other privacy guidelines

Multi-lingual

10+ languages including English, Spanish, French, German, Italian, Portuguese and Mandarin

Scalable

Cloud-based infrastructure ensures the ability to adapt to changing needs

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Redact Options

Eureka Redact gives you several options for implementing redaction in your call center. Whether you need to cleanse post-call and historical recordings or you are looking for real-time PCI redaction of live calls Eureka Redact has you covered.