Compliance regulations ensure that we operate under the requirements of laws applicable to the industry, and can cover data security, customer privacy, working conditions, transparency, fairness, and more. Some of the regulations applicable to contact centers are:
- TCPA: The Telephone Consumer Protection Act regulates communications made for marketing purposes and prohibits calls made in a certain manner.
- DNC: The National Do Not Call Registry, or DNC, is a list of consumers who have opted out of receiving telemarketing calls. Together, TCPA and DNC are a critical set of guidelines for call centers to comply with.
- PCI: PCI refers to the Payment Card Industry Data Security Standard. It governs the way companies process, store, and transmit credit card information.
- FDCPA: The Fair Debt Collection Practices Act puts restrictions on the actions companies and third parties can take in attempts to collect on a debt.
LiveVox helps you mitigate the risk of non-compliance and ensures regulatory compliance through the following solutions:
- Control contact attempts with Phone Dial Attempt Supervisor (PDAS) or Attempt Supervisor
- Manage consent and revocation with Unified Customer Relationship Management (CRM)
- Monitor agent interactions using advanced artificial intelligence (AI) with SpeechIQ®
To know more about LiveVox's compliance management tools, see the following links:
- State Dialing Settings in Profile Editor
- Duplicate File, Account, and Phone Check
- Do Not Call (DNC) Tools
- Account Max Attempts Per Day on the Client Editor Client Editor - Settings Tab
- Call Statistics for Enterprise, Call Center, or Service Group on the Call Statistics for Enterprise, Call Center, or Service Group
- Call Recording Report
- Depending on how you want to contact your customers (for example, predictively or manually), see the different dialing systems on the Uploading a Campaign and Assigning Dial Characteristics page
- STIR/SHAKEN Support 1