GDPR principles from SAP Contact Center v7.0 FP12. 147 days remaining!

Consent for data collection

Customers must be asked for permission for their calls to be recorded. For example, a sample consent IVR has been provided for this purpose.

Right to Access – searching personal data
The data controllers must tell data subjects what personal data concerning them is being processed, where and for what purpose.

Right to be Forgotten – anonymizing personal data
The data subject can ask the data controller to erase all his/her personal data, including the data no longer relevant for its original purpose of processing, or a data subjects withdrawing consent. Note that this Data Erasure right requires controllers to compare the subjects’ rights to “the public interest in the availability of the data” when considering such requests. This means that you cannot ask the tax authorities to forget about you, even if that would be tempting.

Automatic data “removal” is configurable per contact type, additionally collected data can be set to expire automatically in System Configurator. Data “removal” means that statistical contractual information will remain, but any information to identify the customer will be anonymized from:

• calls
• emails
• chats
• outbound campaigns

and any additional personal data related to the above, like call recordings, email attachments and similar.

Data Portability – reporting personal data
The data subjects have the right to receive free of charge, recorded personal data concerning them in a ‘commonly use and machine readable format‘ and have the right to forward that data to another provider (Data Controller).

Data Protection Officers
Under GDPR, the Data Controllers will have an internal record keeping requirement. The DPO appointment will be mandatory, for Data Controllers and Processors who regularly monitor data subjects on a large scale or of special categories of data or data relating to criminal convictions and offences. On the other hand, currently reporting to authorities in different countries may differ based on legislation.

For more information, see Personal Data Protection from Security Guide and configuration steps from SAP_CCtr_Advanced_Training_Configuration_Part_2_FP12.

Note that the links may require authentication / login to SAP Help.

My next blog will repeat the basics of upgrading to SAP Contact Center v7.0 FP12.