Posts Tagged ‘security’

Video Identification Is Now Available On VCC Live Desk

Posted on: May 24th, 2019 by dorarapcsak No Comments

In an age of digitalization and increasing customer expectations, the demand for remote identification services is growing faster and faster. And video, which has shown continued growth over the past few years, is the ideal tool to make customer identification simpler than ever.

At VCC Live®, our mission is to constantly focus on innovation and look for new ideas to create an as convenient as possible customer experience. As such, we’re delighted to announce that video identification is now available as part of VCC Live®’s solution.

Video identification is a simple, quick and highly secure method of remotely verifying customers. It helps prevent identity fraud, speeds up customer service and increase customer satisfaction – and it’s definitely a technology that is here to stay.

How does video identification work on VCC Live Desk? It’s simple:

  1. An agent offers a customer the opportunity to be identified via video call
  2. The agent sends an SMS with instructions and a link to the video call
  3. The customer clicks on the link and the video call begins
  4. The customer looks into the camera and holds up an appropriate identification card
  5. The agent takes a photo and checks the quality
  6. The agent informs the customer if the identification was successful

Customers increasingly expect companies to provide them with a smooth and convenient customer experience. However, in the banking industry, for example, until recently, because of the need for personal identification, customers usually needed to go physically to their nearest bank to get their issues resolved.

Now, though, with VCC Live’s video identification, customers can verify themselves at any time, and from anywhere. This method of identification at VCC Live is not only highly secure, it is also recorded and can be replayed at any later date.

Interested in our video identification feature? Check out our demo video! 

Here’s how you can prevent a call center cyberattack

Posted on: May 30th, 2018 by dorarapcsak No Comments

As we all know, information is power. But in today’s fast-paced digital world, having access to an ever-increasing amount of information has also led to an ever-increasing number of challenges. One of these challenges is the fact that organizations storing sensitive data have become a major target for cybercriminals. And unfortunately, call centers, who typically handle a lot of valuable customer information, are no exception.

Call centers often collect and store a huge amount of customer information, making them particularly attractive to cybercriminals. In fact, according to Pindrop’s 2016 Call Center Fraud Report, the number of call center fraud attacks has grown by 45% since 2013.

With the evolution of cybercrime, and cybercriminals becoming more advanced than ever, businesses – including call centers – really have to take all necessary measures to protect their data. Otherwise, the consequences could be disastrous.

In this article, we’ll discuss some measures that will help you prevent a call center cyberattack. Check out our pro tips before it’s too late!

Increase physical security

If you want your call center to be successfully equipped to prevent a call center cyberattack, then you have to put yourself in the cybercriminals’ shoes and pinpoint all the weak points your business might have. And when it comes to data security, always start by strengthening your physical security. It may sound obvious, but when the survival of your business is at stake, it’s better to play it safe.

Besides using an entry-exit system, make sure that only authorized personnel can enter restricted areas, such as your server rooms. Installing security cameras is also a good idea, but you’ll certainly need to hire qualified staff to monitor them.

Boost internal security

Once you secured the physical assets of your office, it’s time to take your internal security into consideration. It’s true that data hackers are a big threat to any call center, but if your internal security isn’t well-established enough, you may be leading your business straight into disaster.

As call center employees handle a lot of sensitive data, such as credit card information, passwords, and bank details, they can potentially pose the biggest threat to your business concerning a possible call center cyberattack. Therefore, always make sure that your employees are well-educated about different forms of cyber attacks, and also ensure that they receive all necessary training regarding data security. Don’t forget that GDPR also came into effect on 25th May, so educating your staff about data privacy and security became more important than ever.

Training your staff on data security is a great start but, unfortunately, that doesn’t mean your work is done here.  We also recommend you appoint an IT Security Officer to oversee the data security process.

As for corporate documentation, make sure that your employees only have access to information that they need in order to carry out their tasks.

Improve your encryption

Cybercriminals continue to evolve the methods they use to breach your call center’s security system, so if you want to keep your data safe, then encryption is an absolute must for your call center.

Encryption makes text unreadable by anyone other than those who have the keys to decode it, thus slowing down or even preventing cybercriminals from stealing customer information from your call center. In the era of cybercrime, encryption is a must-have element in any call center’s security strategy.

An advanced encryption system can encrypt and decrypt data without security or system administrators having access to the information. In addition, encryption can be used with any type of data, ensuring that potential criminals cannot steal your customers’ confidential information from you.

Using encryption is one of the most powerful ways to keep your data safe and secure. Even if hackers eventually succeed and steal data from your call center, they still won’t be able to use it.

Ensure you have a reliable backup solution

We can’t emphasize enough the importance of a cloud-based software solution. Reliable cloud-based technology always offers backup solutions, ensuring that all your information is protected and backed-up in the event of a call center cyberattack. As we wrote about in a previous article, unexpected events can occur anytime, so you better have a reliable backup solution for such events.

It’s no surprise that more and more companies are beginning to look to the cloud for their everyday business functions. Try and look for a proven and reliable cloud-based service provider that is equipped with essential security features, including two-stage authentication, password-required entry, and security certificates. Choosing a solution provider with the characteristics above will quickly bring your investment a high return.

If you still haven’t found the perfect call center software solution for your business, then check out our pro tips on what to consider when choosing a call center software.

Test vulnerability to prevent a call center cyberattack

The best way to prevent a call center cyberattack is to think and act like a cybercriminal. So, once your physical assets and systems are all secured, it’s a good idea to conduct a penetration test, also known as a vulnerability test. This is a test in which you simulate an attack on your systems, allowing you to identify the weak points in your network security and initiate improvements based on them.

Don’t forget, practice makes perfect. So, make sure to conduct penetration tests systematically, so you can keep your system updated and prepared for any forms of call center cyberattack. Making this a regular practice will make the difference. Remember, cybercriminals are highly advanced these days, so don’t make it easy for them to beat your systems.

What to consider when choosing a call center software

Posted on: May 29th, 2018 by dorarapcsak No Comments

In today’s ultra-competitive business environment, the recipe for success lies in the quality of your customer service: as customers grow more and more demanding, delivering the ultimate customer experience is the game changer for businesses everywhere.

As we all know, it’s in a call center where the majority of customer interactions take place. And as these days call centers are powered by state-of-the-art technology solutions, choosing a call center software is an essential and inevitable step for most businesses.

As technology advances at lightning speed, so do the call center software options available in the market. All you have to do is to find the one that is the most suitable for your business.

So, if you are looking for the perfect call center software for your business, let us help you make the right decision. We compiled a list of the most important factors you should consider when choosing a call center software.

In a nutshell, here are the factors you should consider when choosing a call center software solution for your business. In this article, we’ll discuss each of them in detail, giving you pro tips before you invest your money. Check them out now (and thank us later!).

1. Personal fit

2. Multichannel Communication

3. Security

4. Go Cloud!

5. Improved customer service

6. Training and support

7. Price


1. Personal fit

First things first: make sure your call center software is a personal fit for your business (yes, it is so important that we’ve put it in bold!). So, as a first step, you need to define your business’ needs before choosing a call center software.

Start by answering the following questions: what is your business’s core activity? How do you communicate with your customers? Does your call center handle inbound, outbound calls or both? Which communication channels do you rely on?

Many of the call center software options available on the market share some essential features, so you really need to consider which of those features are actually essential for your business. Therefore, always bear in mind that choosing the right call center software depends on the nature of your business.

For example, interactive voice response (IVR) will be one of the most important features for call centers typically handling inbound calls such as customer services and technical support.   

On the other hand, for an outbound call center, increased productivity and efficiency are the most important metrics. A predictive dialer speeds up outbound dialing rates a lot, so outbound call centers should definitely make it a priority to have this feature when choosing their call center software.

Furthermore, these days many call centers work with both inbound and outbound calls, and utilize call blending techniques to help with this. Call blending is a powerful call center software feature, since it allows a single agent to handle both inbound and outbound calls. If you want to read more about the benefits of call blending, just check out our article about it here.


2. Multichannel Communication

In our fast-moving world, customers often spend more time connecting via SMS, chat or email, than talking directly on their phones. As a result, it is no surprise that today’s modern call centers rely not only on telephony services, but also on a variety of communication channels, such as web chat, email and SMS. As such, the ability to deal with multiple communication channels has become ever more important for call centers.

Therefore, always consider which channels your call center uses for communication, and how important they are when trying to provide seamless operations at your business. By doing this, you’ll be able to decide between the call center software providers offering different multichannel communication features.

While all of the communication channels mentioned above are essential for the proper functioning of any call center, certain channels, depending on the nature of your business, will be more critical for its basic operation. If you need some help working out which are the most important channels for your business, just check out the pros and cons of different communication channels normally used by call centers here.


3. Security

As Cybercrime becomes an increasing danger, modern organizations are facing more security threats than ever before. Although the types of cyberattacks vary, one thing is for sure: organizations storing a huge amount of information – such as call centers – are becoming a major target for cyber criminals.

As if that wasn’t enough, don’t forget that GDPR, the new legislation introduced by the European Union, also came into effect on 25th May (if you’re still unsure whether your call center has prepared for the changes required by GDPR, check out our GDPR checklist for call centers).

So, always make sure the call center software you choose uses the latest security measures to keep your data safe and secure. It’s a prerequisite for any call center that values their customers’ privacy, and I’m sure you would want your customers to trust your business enough to give you their personal data.

Speaking of GDPR, it’s definitely a good idea to look for a call center software provider that is already compliant with the new legislation. In addition to GDPR requirements, there are also several additional data security certificates that will show that their holders take data privacy seriously. If, for example, the provider you are considering holds any ISO certifications, then your data will more than likely be safe with them. As we briefly mentioned in a previous article, VCC Live®’s software complies with some of the strictest ISO certificates around, and is one of only 791 European companies in total who have received these certificates.


4. Go Cloud!

Call center software solutions come in a number of forms, and there are many on-premise, hosted and cloud-based solutions available in the market. But, as for the last few years cloud computing has become the biggest thing in the tech world, we can definitely recommend you consider a cloud-based solution when choosing a call center software.

In fact, the latest platforms launched on the market are all cloud-based, and for good reason: with this new technology, physical hardware and telephones are no longer necessary, as cloud-based call center software can connect through the internet, meaning your call center agents can be located pretty much anywhere in the world.

In addition to this, cloud-based call center software solutions are affordable, easy to use and scalable.

On the other hand, on-premises solutions are not only extremely costly but have also proved to be not 100% safe. As we already talked about in a previous article, unexpected events and operational disruptions can occur anytime. For example, in the event of a fire, an on-premise solution may go down for hours, thus paralyzing your business operations, cloud-based software options, on the other hand, can offer a safe backup solution ensuring that your business stays safe from any system-threatening issues.


5. Improved customer service

When it comes to your business’ success, one thing is for sure: with great customer service, you can truly fuel growth.

State-of-the-art call center software solutions offer several features that help you improve your customer experience, so always make sure to look for the following features: a user-friendly interface, powerful analytics, call recordings, and surveys.

Software tools have the potential to let agents provide exceptional customer experience, so don’t make it difficult for them by purchasing a software that is not user-friendly. Always bear in mind that a software with a user-friendly interface empowers them to carry out their tasks more efficiently without easily getting frustrated.

Furthermore, as you run a call center, it’s pretty likely you collect a lot of data. But what’s the point of collecting and storing information, if you don’t use it to boost your business’ performance? Always look for a software solution that comes with powerful reporting and analytics features, allowing you to monitor your performance and analyze the data you need in order to constantly improve your services.

In addition, customer calls provide some of the most valuable feedback and consumer information for your call center. So, don’t miss out on the opportunity to record your calls and use the information and introduce improvements based on it. Plus, it’s a great way to train your agents.


6. Training and support

So, you finally found the ultimate personal fit for your business: it’s 100% secure, cloud-based, and allows you to communicate with your customers on multiple platforms while having powerful features that are suitable for your business. Although your work is almost done, there’s still one further factor you should consider when choosing a call center software: easy-to-understand training materials and training sessions.

In our opinion, it’s better to choose a company that provides on-premise or video training sessions for your business, as this is the fastest way to acquire the knowledge your team needs to become up-and-running.  

As Murphy’s Law says, anything that can go wrong will go wrong, especially in the event of an operational disruption or error, where you’ll have to act quickly. So, be prepared for such events, and always choose a provider that provides effective technical support so that you can quickly get back to normal operations.

In fact, some call center software providers will not only provide you with training sessions and technical support but also act as a consultancy offering you some of the most valuable industry knowledge around. For example, here at VCC Live®, we provide dedicated account managers for our clients.

If you’re still unsure which of the call center software providers you shortlisted offer the best level of support, then go and check out some online reviews. As we already mentioned in a previous article, online reviews are powerful when life is so dominated by the internet.


+1: Price

It is no coincidence that price is an extra factor on our list. It’s natural that you’ll want to choose a call center software provider with the highest performance at the most reasonable price. Of course, it’s true that cost is essential for any call center, but don’t let it be the ultimate deciding factor. Thinking in the long-term, it’s better to invest more in a call center software that is the most suitable for your business, empowering you to provide better service for your customers.


Wrap up

Choosing the right call center software solution for your business can be a real headache. But we are pretty confident that if you follow our guide, then you can be sure you’ll end up with a reliable software solution that will allow you to grow your business and provide top-notch customer experience.




Security and quality – the indispensable parts of product development

Posted on: September 6th, 2017 by viktorvarga No Comments

Change is an inseparable part of corporate governance. But every company needs to be able to meet the security-related challenges which changes in quality assurance and information handling raise.


The law of continuing change

Change is not only unavoidable, it is of chief importance in the business world. Every day, enterprises need to deal with changes in manufacturing, finance, processes, operations, and all other areas of business which are an inseparable part of progress. But when working on updates and changes, or rethinking strategies and releasing new products, questions regarding security and data safety are raised. Every update or a new product release has an impact on company operations, and can seriously affect corporate image. Whether this impact is big or small depends on how timely unexpected events and unforeseen results are handled.

A number of methods and practices have been designed especially to help companies and enterprises proceed go through change and new release processes, and perform them in an expert, and most of all secure, manner. Some companies use applications or online platforms to track every task and its results through a ticketing system. Others use less modern means such as paper-based forms and templates. Each method, however, has the same purpose: to follow through a process with strict control points, and to oversee the smooth development of products and services, and their safety and security levels. This type of control allows for discrepancies to be filtered on time, and for smoothly-working elements to be strengthened and developed further. It is also of key importance when involving third parties, such as vendors or service and storage providers. Not only do you need to ensure that all involved parties adhere to and use the right level of security and quality management within their own organisation, you also need to oversee the quality of their work, based on your own quality and security standards and processes.

As a software development company we believe that the security of our customers’ and clients’ information and data is of the utmost importance. As one of Lehman’s laws of software engineering says: “Systems that are used must change, or else they automatically become less useful.” Inspired by this rule, we constantly work on improving our services and products, while also always aiming to keep the security of our solutions at the highest possible level.


Meet change – securely!

Receiving an unbiased expert evaluation is crucial in software development, especially when it comes to the security and safety of programs and applications. Every software development company has a number of options open to it to ensure the right amount of security is applied in their solutions and releases: OWASP (Open Web Application Security Project), Quality Assurance processes, and strict testing with a first and second pair of eyes. All of these options aim to help software developers update their existing products or develop new ones, while staying focused on quality and security. We have already shared an article on the importance of seamless testing processes and involving certified testers dedicated to this important task, and how VCC Live’s in-house testing processes are carried out (you can read the article here). Below we share our views on some more aspects of Quality Management and Information Security Management that we concentrate on within our own organisation:

  • realistic timeframes – the development of flawless software products requires time. It is not only important for development teams to have enough time to create a product, as testing and quality assurance activities, as well as the need for updates that may result from them, also require time to be performed. A software solution can be sent back many times for corrections, making it impossible for developer teams to release the finished product within a short time frame. If this process is put under pressure, it may lead to unfortunate events and high security risks, such as information leaks, data theft, and so forth. While it is important to have release date schedules, it is also important to remember that PDCA methodology, important for every management process, contains not only a Plan in its name – it is also important to Do, Check, and Act, meaning you should carefully check for any risks and act to fix them before it’s too late. Which brings us to:
  • continuous improvement – it is very important to make sure that quality assurance processes within the company are always adhered to, as they provide the basis for organisation improvement in the future. Information and experiences during the testing and quality assurance period should be recorded and shared as lessons learned among the involved parties, to help develop a process of continuous improvement. Being open to users’ feedback and experience is also important, and such feedback should not only be always welcomed but also taken seriously, because if it isn’t the development company risks losing its users’ trust in their professionalism.
  • secure coding – as a part of continuous improvement, secure coding practices provide invaluable help for software developers and programmers in finding alternatives in coding and reducing or eliminating vulnerabilities in their product. Secure coding is an extremely important part of every software developing process and should not be taken lightly – if defects and logic flows in the software are not taken care of, they can lead to serious security issues.
  • customer data security – when releasing applications or products that process customer data, such as personal details, bank card information, or any other form of customer data, it is not just of the utmost importance to make sure this data is processed securely, you need to make sure that data is kept safe at all times and will not be leaked to any third party, even in the event of hacker attacks. This is something an experienced etchical hacker can be of great help with.
  • business impact analysis – when working on several features or functions, or on configurations or bug fixes, it is extremely important to coordinate the testing and release readiness not only of each separate element, but also of their combination in one comprehensive product as well. Different features must not only be tested individually, the ready software or application needs to overgo a strict business impact analysis process to ensure that the combination of features works seamlessly together, having no negative impact on users, information handling, or business. If even one single element is proven to be unsecure, this can jeopardise the safety and reliability of the whole product, leading to information and data leakage or product unreliability.

All flows” is a saying that refers to the constant change through which the world goes. And a changing world affects companies and businesses as well. While new developments are a good thing, helping enterprises expand and become prosperous, they can also be the reason for them to fail if not handled securely. Businesses should not be afraid of change, rather they should learn to control it safely and take full advantage of it. It is OK to hold back on product releases if they are not yet fully ready. It is OK to stop a process if it comes with too many risks for customers. But it is never OK to jeopardize the security of customers’ data and their trust.

VCC Live Pay is now available in 146 countries!

Posted on: June 30th, 2017 by viktorvarga No Comments

We are delighted to announce that VCC Live Pay, with the help of Worldpay, can now help organisations to securely process international payments from their clients and customers.

Worldpay is an international payment processing company that has been offering multi-channel and cross-border payment services for over 25 years. A leader in the field, Worldpay offers over 300 types of end-to-end payment processing methods in 146 countries. In addition to their global presence, what makes their service even more unique is the fact that international payments can be made in over 126 currencies. This technology allows companies to handle customer payments across a huge number of countries, and all without coming into contact with any payment card data. Naturally, providing so many payment processing options, Worldpay holds the strictest PCI DSS certificate, which guarantees a perfect level of security for card holders.

As you will remember, in the autumn of 2015 we introduced VCC Live Pay – a service that allows organisations to process card payments easily and securely during a single phone conversation with an operator. The service, started in Hungary as the result of a strategic partnership with OTP Mobil’s Simplepay, provides an innovative and secure payment option for clients working in sales and debt collection in the region. At VCC Live, however, we are committed to bringing our clients the best contact centre solutions no matter where they are, and this of course means working beyond our national borders. This is why, in order to provide secure payment services for customers outside of Hungary, VCC Live has now integrated Worldpay’s technology for international payments in a variety of currencies into its solution.

This is an important milestone in the development of our product and service portfolio. After the successful introduction of VCC Live Pay almost two years ago, we are now looking forward to bringing this service to our clients throughout the world.

Want to know more about VCC Live Pay?  

Secure credit card transactions by phone  

Recurring Payment for VCC Live Pay.

Handling incoming calls in a professional way

Posted on: February 13th, 2017 by viktorvarga No Comments

A clear, user-friendly automated structure informing callers is an essential component of customer satisfaction. It is important that clients feel that the call management system is really helpful and allows them to take action or get information even without a customer support representative.

How could I make the work of our customer service department even more efficient? This is the question supervisors most often ask our advisors. During the preliminary conversations, it turns out that they concentrate mostly on outgoing calls and pay little attention to incoming ones. By doing that, they make their own work more difficult since customer support representatives are forced to deal with calls that an automated call management information system could also handle. What’s more, client satisfaction may be endangered if the caller feels that their question went unanswered and they did not receive sufficient help to go on.

We have expanded the intelligent IVR system of VCC Live with useful new features in order to make incoming call settings even more flexible by calling on the logical connections and control structures known from programming: our goal was to implement the most complicated and dynamic IVR structures in a simple, clear way. The good news is that even complex incoming systems don’t require complicated commands as the entire incoming process can be easily constructed and modified at any time with a visual editor.

Let’s take a financial company with a customer service team dealing with incoming calls as an example. As a result of the security requirements, customers might be asked to provide an ID within the IVR structure before they are forwarded to a support representative or the appropriate information point. Creating a cycle might come handy in such cases: the system does not let the customer go on until they have reached the limit for maximum (failed) attempts. It was possible before but has become even easier thanks to our new features.

Certain types of cases or phone numbers may require different voice recordings. Customer service comes off as much more personal and professional if the system automatically selects welcome messages in different languages based on the country code of the incoming call. The new cases feature helps with that, which is not only suitable for true-false options but provides the possibility to enter various values and can simply handle several cases. One can also use macros in the VCC Live system if certain steps and logical connections are recurring.

A common issue is that customers do not like to wait long on hold for the operator, which is a problem that can easily occur during rush hour. The customer can now easily request an automatic call-back while waiting in line. After the incoming traffic has subsided, the system returns the customer’s call on the number that put in the request or the number given by the customer, and puts the call through to the operator.

Another simple solution, either after a personal call or an automated one, is asking the customer to complete a client satisfaction questionnaire over the phone (e.g. NPS), allowing customer management processes to be easily improved.

One of our most important new developments is exceptional in the field of contact center software: the interactions during the test call can be tracked in real time while monitoring the variables so as to make editing even easier and faster – and all this before activation.

Our advisors recommend that all customer service centres should allocate time to the development of the automatic call management system and the structure of the logical steps and should also feel free to experiment with the setting. Our colleagues can assist in the development of the ideal incoming call management system – we are organising a webinar in February on the new features.

VCC Live – continuation of a success story

Posted on: September 13th, 2016 by viktorvarga No Comments

This autumn, two important changes have occurred at our company: the name of our company group has been changed to VCC Live, and we have occupied our “A” category office in Budapest. An exciting new image has been added to our brand name in order to express the new direction we follow in business.

Szabolcs Tóth and Tamás Jalsovszky, the founders of Virtual Call Center have always been pioneers as regards telecommunication and call centre trends, and made their decisions accordingly. At the time when Hungarian companies still applied installed systems, they already believed in the cloud-based service and the related business model. The business concept and courage of Virtual Call Center proved to be successful during the economic crisis: our clients chose our cost effective, sustainable system that was easy to update.

However, due to changes in technology, the market of cloud-based services and the call centre market are constantly changing. After a while, we believed that the name Virtual Call Center failed to express what our business partners feel at the beginning of our cooperation: our company provides a modern complex solution, supporting an increasing number of their business activities. Nowadays, fulfilling the requirements of corporate contact centres, in addition to our voice-based services, we offer channels suitable for individual and group e-mailing as well as for chatting.

Today, keeping in touch with clients is not just one of our many corporate tasks, but it fundamentally determines and rapidly influences our brand image. Customer service is the communication channel pushed forward by our company. The more efficient and proactive the service of clients, sale or complaint handling are, the more significant a company’s competitive advantage becomes. The best way to support corporate processes is through connected contact centre channels providing up-to-date data.

In view of the above, we have decided to renew the brand with which we work day by day and in which we see serious potential for development in the following years. VCC is the name most of our business partners used to call our company by, therefore we have tried to connect our present to our past.

Live refers to a point that is common is all of our services: the power of live real-time communication. We believe that the idea of people-centred communication will survive all changes in technology.

In the first half of the year we prepared another important milestone in our company’s life: our moving to Krisztina Palace, an office building in Buda. In the “A”-category building, which meets the highest standards for safety and convenience, we envisaged a spacious and inspiring office for VCC’s team for the long term. A place where life continues around the armchairs after the working hours and where our business partners are glad to return.

Stricter EU regulations in the cloud

Posted on: June 21st, 2016 by viktorvarga No Comments

VCC aims to provide the highest possible level of data security for both our domestic and international clients. In particular, we focus on the continual updating of our cloud-based services’ data protection security, based on the latest legal requirements. As a result, we are currently analysing and preparing to implement the EU’s new General Data Protection Regulation (GDPR) before it comes into effect.

Several articles about the GDPR have already been published, both here in Hungary as well as in other EU member states. The regulation, which will officially be introduced in 2018, is stricter than current legislation, and all EU member countries will be subject to its interpretations of data movement. It will also provide greater guarantees to all parties that data movement can be traced back.

Why is this regulation so important to VCC? As a cloud-based service provider we are considered in legal terms as data processors, and so are responsible for every piece of information we handle through which individuals can be identified, even if we only transfer it to a third party rather than store it ourselves. Due partly to the international legal environment and partly to our own IT environment and already acquired certificates, data generated by our partners’ activities is already subject to strict regulations. Security is of particular importance in regards to bank card details moving through our system since the launch of VCC Pay. As such, VCC already has an approach in place similar to the EU requirements in the GDPR, and we now only have to deal with the specific regulatory and technical details in the new regulation.

The GDPR will allow EU citizens’ data sent to non-EU countries to be more closely monitored. Data owners will have to give clear consent to the data handling procedure. They will also be able to more easily demand that data processors modify or delete their data – the monitoring of which will of course be challenging, due to the required synchronisation of data between different process handling systems . For anyone authorising another party to process their personal data, data portability between providers will also become more transparent. Another important change in the EU regulation is that data owners will more easily be called to account, with fines of up to 20 million EUR, or 4% of a company’s annual turnover. However, at the same time, the life of companies such as VCC, who have a presence in several EU countries, will be easier, as they will only have to cooperate with the Data Protection Authority in the country in which their headquarters are based.

Although the new regulations will put an extra burden on service providers, it carries the promise of greater transparency and of a central supervising watchdog to settle disputes between parties.

For more details please see:, and the European Council advisory website