Elevate your business with Exotel's Customer Data Privacy Solution, where data privacy, compliance, and customer trust converge for enhancing customer engagement and improving brand loyalty. We achieve this through anonymization, encryption, and strict data localization, ensuring that your customer data remains confidential and secure.

Flexible Implementation Methods

Customer Data Privacy in CRM

Integrate privacy features directly into your CRM, ensuring seamless operation and enhanced security during customer interactions.

Caller-Initiated Number Privacy

A solution where privacy is initiated by the caller, adding an extra layer of security and control to every interaction.

Pin-Based Privacy

Enhance security with a PIN-based system, ensuring that only authorized individuals can access and initiate secure communications.

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What is Customer Data Privacy?

As the digital landscape continues to evolve, phone numbers have moved beyond simple communication tools, becoming integral to our online identities. With the recent implementation of the Digital Personal Data Protection (DPDP) Bill 2023, the spotlight on safeguarding these identifiers has grown brighter.

Exotel has guaranteed that all stored data remains exclusively within India's boundaries. Employing a strategy of anonymization, Exotel ensures actual phone numbers remain obscured during interactions. Instead of traditional direct dialing, users communicate via a proxy number, connecting securely to the intended recipient.

1. Exotel reaches your server

Exotel pings your server with the driver’s/ executive’s details. Your server returns the corresponding customer’s number.

2. Exotel dials customer number

Exotel connects the assigned executive to the respective customer.

3. Customer’s number gets anonymized

Customer/passenger numbers are masked from drivers/executives as virtual number acts as a bridge between the parties.

 

Powering 7000+ Businesses in 60+ countries

Exotel is a leading Connected Customer
Conversation Platform

How businesses use the
Customer Data Privacy Solution?

Managing vendor and buyer conversations

For a marketplace, it’s critical to track and manage all the leads. It’s also important to prevent conversations from going off the platform. Our solution for communication can greatly help you achieve both.

Last-mile delivery tracking

The Data Privacy solution allows the delivery agent to reach the customer over a call in case they need to without having access to their phone number.

Driver and customer communication

Using Customer Data Privacy solution ensures that customer information is not shared with the drivers. This helps in protecting the customer’s privacy and to prevent misuse of sensitive data.

 

FAQs

Exotel's Customer Data Privacy solution serves as a robust method for businesses to protect their customers' identities and prevent the misuse of sensitive information. This is achieved through anonymization, ensuring that customer phone numbers remain confidential. With this solution, two parties can connect without revealing their actual phone numbers. Instead, a Virtual Number from Exotel's inventory is used, associated with the transaction between these parties. Exotel provides multiple approaches to implement data privacy, tailoring the solution to your specific business needs, call flow logic, and platform. Our team offers guidance on selecting the most suitable method for your unique scenario. Some of the implementation options include:

  • Number privacy in CRM
  • Caller-Initiated Number Privacy
  • Pin-Based Number Privacy

To explain this let's take the example of a food delivery company. Whenever a customer places an order, Exotel’s Voice API assigns a temporary virtual number for the transaction and the delivery agent gets a click-to-call button in his/her app.

As soon as the delivery agent clicks on the call button, the temporary virtual number calls the customer’s number, and thus, the delivery agent gets connected.

This way, as the temporary virtual number acts as a bridge between the two, both the delivery agent and the customer cannot see each other’s real phone numbers.

Following are some of the popular use-cases:

Cab aggregators: Connect drivers and riders without revealing the rider’s phone number.

E-commerce, Logistics, and Food Delivery: Connect delivery agent and customer without revealing either party’s phone numbers.

BFSI: Connect relationship managers and customers while protecting their privacy.

The Phone Number Privacy solution makes use of 2 call legs to connect the caller and the callee. Therefore, a 2 call-leg price will be applicable here. Also, you need to buy a pool of virtual numbers and an API from our platform to implement this solution.

To get complete information on pricing (and volume-based discounts), please contact our sales team. Alternatively, you can also try our number masking solution free for 15-days by registering here (No credit card required).

In the modern world, securing personal data has become crucial due to the rise in digital interactions. India's introduction of the Data Protection Bill (DPDP) underscores this need. Under DPDP, companies handling the personal data of Indians are required to follow strict rules to ensure data privacy and security. It’s a significant step that makes data protection a core aspect of business operations in the country, ensuring every piece of personal information is treated with utmost care and respect.

This is important for BFSI, E‐commerce, Logistics, Cabs on-demand, and Marketplace models of business. These are verticals where the customer’s phone number needs to be shared with the delivery person, a driver, a vendor, etc.

Therefore, in order to safeguard both the customers’ as well as the agents’ privacy, implementing this solution is a must.

Additionally, a big plus point for the businesses is that all the conversations will happen only on their platform, and they get complete control over the call data.

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Advantages of the Data Privacy Solution

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Ensure customer privacy

Your customer’s phone number is never revealed during the transaction. After all, the onus of protecting the customer’s privacy falls on the business.

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In-platform transactions

Avoid off-platform transactions thereby allowing you to monetize better.

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Save cost

Call your customers without depleting your employees’ mobile balance. Connecting them via Exotel is more cost efficient

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Track & analyze

Track, record and analyze all your customer conversations to gain insights in real-time

Tailored Solutions

Customized to fit diverse business needs, ensuring a custom-fit approach aligned with specific requirements and operational flow.

Expert Guidance

Receive personalized advice from our team, ensuring the implementation aligns with your business’s unique needs and operational nuances.

Privacy Assurance

Meticulously anonymizing communications and ensuring the concealment of Personally Identifiable Information (PII) for seamless, trusted interactions.

Advanced Encryption and Role-Based Access

Offering top-tier protection during both data storage and transfer underlined by their ISO 27001:2013 and PCI DSS certifications. Limiting data access to authorized trusted personnel only.

Data Localization Guarantee

Aligned with India's regulatory mandates, Exotel guarantees exclusive in-country data storage, reflecting a commitment to both compliance and bolstered security, enhancing your brand's esteem in an age where privacy is paramount.

Best Security

Only Exotel provides a dual shield of security, meticulously designed to protect phone numbers in both digital and voice communications, upholding privacy.

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