GDPR, SOC 2, and ISO 27001 speech-to-text: the contact center compliance and certification guide
Blog post from Gladia
Contact centers face significant compliance challenges when using third-party speech-to-text (STT) services, as voice recordings are considered personal data under various regulations such as GDPR, SOC 2, ISO 27001, HIPAA, and PCI DSS. These regulations require stringent data handling and security measures, making the choice of STT vendors crucial to maintaining compliance and avoiding financial penalties. The accuracy of transcriptions is vital because errors can cascade through quality assurance systems, customer relationship management entries, and compliance reporting. Vendors should be evaluated not only on their certifications but also on their ability to handle real-world audio data accurately, maintain audit trails, and manage cross-border data flows. The guide emphasizes the importance of ensuring that STT vendors have strong security controls, such as encryption and access management, and that they comply with data protection regulations through contractual agreements like Data Processing Agreements (DPA) and Business Associate Agreements (BAA). For healthcare and payment processing contexts, special considerations are necessary, including PHI redaction and compliance with PCI DSS standards. Ultimately, the shared responsibility model means that while vendors secure the API infrastructure, contact centers must ensure compliance with user consent and jurisdictional regulations, making thorough vendor evaluation a critical step in the procurement process.
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