NEVA for Compliance is a desktop tagging and triggering solution that integrates the NEVA client with CXone Recording. This solution comprises the standard NEVA client (for Desktop Automation) and CXone Recording, offering enhanced automation and desktop data collection capabilities. The NEVA client connects to CXone Recording through an API, enabling the pausing and resuming of calls. Additionally, business data is incorporated, resulting in a more comprehensive call and recording status for the user. NEVA for Compliance ensures that CXone agents and organizations maintain full Compliance during live customer interactions. Moreover, it includes automation capabilities designed explicitly for compliance-related use cases.
It supports various use cases, including pausing and resuming calls and adding business data to calls. Customers can also benefit from the complete range of NEVA (standard license) and Compliance Center capabilities for their specific use cases. Some of the supported compliance use cases are:
PCI Compliance
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NEVA tags each call using desktop data.
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Supervisors can review calls for auditing purposes.
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NEVA automatically pauses and resumes recording to ensure PCI compliance.
Consumer Protection
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NEVA prompts the agent with relevant disclaimers at appropriate times.
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NEVA verifies and reports disclaimer execution based on desktop activity.
Privacy Assurance
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NEVA tags call that may contain sensitive data.
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Automatically removes GDPR-related data from any system.
Internal Policy Adherence
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NEVA identifies when agents access sensitive data.
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NEVA detects the use of unauthorized apps by agents.
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NEVA recommends the next best action in case of a data breach.