Eureka Redact is a cloud-based compliance solution that applies machine-learning and human curated algorithms to identify and remove sensitive numerical Payment Card Industry (PCI) and Personally Identifiable Information (PII) data from call and text interaction transcripts and audio recordings.

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

  • 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.

  • 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

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

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

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

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.

OPTION 1

Post-Call

Ensure that your call recordings and associated transcripts are PCI compliant before they go into your BI or data warehousing systems.

OPTION 2

Historic Recordings

Cleanse all your archived call recording of PCI data to avoid compliance and regulatory penalties.

OPTION 3

Real Time

Monitor your live calls for PCI compliance and reduce the risk of legal and regulatory exposure.

Learn More

We’ve grouped bellow additional pieces of content relevant to Redact. Enjoy!

Eureka Redact datasheet
Eureka Security datasheet

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