Security

SECURITY

The security of our customers’ data and our services is our priority. Information security is always in our focus, and it is an organic part of our product development. There are a lot of aspects to security in our field of business. Therefore, we understand that you may have a lot of questions in this regard – let us give you a basic overview of how we secure, protect, and anonymise data. 

SECURITY ASPECTS

SETUP

We offer on-premises or cloud-based setups. The choice is up to the customer based on their needsOn-premises setups do not require any internet connection and are deployed locally in the customer’s internal data centres. Cloud-based setups have verified security levels with providers such as Microsoft Azure, AWS, or Google Compute Cloud. 

ANONYMISATION OF DATA

We anonymise (sanitise) conversations from different channels (calls, emails, chats, feedback). Feelingstream follows specific guidelines for media sanitisation. We remove PII from textual information and change the voice of the speaker in audio.  

USER ACCESS POLICY

In our conversation analytics tool, we have implemented a granular user-groups based access policy. Different groups are given access to conversations based on their needs – this means access can be restricted to certain channels, event types, teams, to only show anonymised data, etc. Our customers can edit user group access and single-user access based on their needs. 
 

DATA SECURITY DURING TRANSMISSION

To protect data during transmission, all data transmissions are encrypted using industry-standard SSL (Secure Sockets Layer). We use the TLS1.2 specification for SSL encryption.  

The platform provides out-of-the-box integrations for HTTP/HTTPS REST API to insert and export data. There’s also an SFTP service so that audio files and metadata can be delivered over SFTP protocol. 

DATA ACCESS OF FEELINGSTREAM EMPLOYEES

Feelingstream employees have only need-based and minimal access to customer data. If possible and needed, we can also use anonymous training data for modelling. Once the modelling is complete, we delete the data. 

ACTIVITY TRAIL AND LOGGING

All user activity in the conversation analytics tool is logged, the user journey can be reconstructed in detail. 

GDPR (GENERAL DATA PROTECTION REGULATION)

We follow GDPR guidelines and make it possible for our customers to follow these guidelines as well.  

TECHNICAL SECURITY LAYERS

Our mission-critical systems have technical security layers including firewalls, authentication points and segregated networks. 

DELETING DATA

We only keep conversation data for as long as our customers require it – after that period, we delete the data for good. 

CERTIFICATION

We are currently in the process of working towards ISO/IEC 27001 certification 

DATA SECURITY FOR FEELINGSTREAM

Read more about data security and contact us if you are interested in our product and have more detailed questions. 
Data security for Feelingstream