Theta Lake for Zoom Contact Center

Theta Lake for Zoom Contact Center

Theta Lake, Inc.

How it works: Theta Lake for Zoom Contact Center
How it works: Theta Lake for Zoom Contact Center
How it works: Theta Lake for Zoom Contact Center
How it works: Theta Lake for Zoom Contact Center
How it works: Theta Lake for Zoom Contact Center
How it works: Theta Lake for Zoom Contact Center
Categories:
Overview

For many regulated organizations, the benefits of utilizing Zoom Contact Center must be weighed against strict compliance and training obligations. Theta Lake, a Zoom investments portfolio company, provides a modern compliance and security suite, fully integrated across Zoom UC and CC, for organizations to manage, monitor, and store digital communications.



Theta Lake’s Security and Compliance Suite provides:

Secure, WORM-compliant Archive: Theta Lake is a SOC 2 Type 2-certified, 17a-4 compliant archive with legal-hold capabilities. 

PCI Compliant: Theta Lake’s Compliance Suite has been evaluated by an independent, third-party auditor and is compliant with Payment Card Industry Data Security Standard (PCI DSS) for processing and storing credit card data. With full PCI/PII detection and redaction capabilities, Theta Lake provides advanced data leakage protection to safeguard sensitive customer information.

Lightning Fast eDiscovery: Perform searches across 100+ metadata filters, as well as free-form search on keywords or phrases that were said in Contact Center interactions.

Flexible Storage Options: Theta Lake offers local data centers with Bring Your Own Keys, with options for Bring Your Own Storage, Global Storage accounts or integrations into 3rd party archives.

Streamlined Supervision with NLP & ML: Leverage AI-based to power insights and automation to efficiently scale the supervision process of agents' recordings to ensure adherence to scripts and corporate policies.

AI-based Risk Detection and Prioritization: Over 90 built-in policies surface regulatory, corporate compliance, and conduct risks, with the added option to create custom detections. 

Visual Workflow Editor: Streamline the routing process, prioritize risky content, and review content in a dedicated workspace.


Developer Resources
Privacy & Compliance
Requirements
User role
Account admins or Users with required privileges
Zoom account eligibility
Login to check
Permissions - App can view information
Associated with your account and others you're allowed to access

May include user name, display name, picture, email address, phone number, job information, stated locale, account, user ID, contact lists added by the account or user (which may include contact information a user imports from a third-party app), and other profile information.

Preferences and settings, which may include whether a passcode or a waiting room is required, permitted event capacity, screen sharing settings, and other settings and configuration information.

Associated with your account, others you're allowed to access, and others included in that information.

May include name, display name, email address, phone number, user ID, and other profile information.

Content generated in Zoom products, which may include audio, video, messages, transcriptions, feedback, responses to polls and Q&A, and files, and related context , such as invitation details, meeting or chat name, and meeting agenda.

Information about how people and their devices interact with Zoom products, which may include when participants join/leave, whether participants sent messages and who they message with, performance data, and other usage information and metrics.

This app can access the following information anytime including outside of a Zoom experience and when the app is not actively in use.
Scopes

User

user:read:admin

Contact center

contact_center_recording:read:admin, contact_center_queue:read:admin

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