Built-in tools for digital compliance
Designed for high-volume, data-sensitive environments, Glassbox provides the most advanced capabilities to ensure compliance with regulatory standards to keep customers safe at all times.
Compliance as standard
The cost of non-compliance is huge. Fines for firms can be measured in tens of millions, and reputational damage can be crippling. It’s only a matter of time before a digital channel becomes the center of a regulator fine. Make sure you’re ready with evidence of exactly what’s happening on your digital channels.
Glassbox helps in two ways. Firstly, it is built so that out-of-the-box sensitive information such as payment card information (PCI), personal health information (PHI) and personally identifiable information (PII) is never captured. Secondly, Glassbox captures and monitors 100% of web and mobile app activity automatically and alerts you to individual sessions that need review by a compliance specialist.
Monitor every session and identify suspicious activity in real time, and access session recordings when required to prove with certainty who clicked what and when—and what content, advice or warnings customers were presented with during their journey. Rest easier knowing that you can prove compliance with industry regulations whether from the SEC, FCA, Ombudsman or other regulatory bodies.
Detect online fraud in real time, conduct investigations, undertake reviews, resolve complaints and mitigate risks across financial, retail, travel and hospitality industries. Identify vulnerable customers who are struggling or having difficulty understanding or using your website and mobile app and reach out proactively. Achieve compliance while protecting your valued customers—a critical part of customer experience.
Prepare for digital reviews and investigations
Keep customers safe and protect your business
Digital processes need digital tools. With millions of sessions happening on your website and mobile app, Glassbox can monitor and record what is happening and alert your compliance team when their expertise is needed to review issues and behaviors. Reduce the cost and increase the effectiveness of your compliance strategy. Glassbox makes digital your lowest risk, most compliant channel.
Each session is securely compressed and archived in the industry’s only single-tenant cloud. Patented compression technology makes it affordable to store data, while keeping it easy to retrieve and replay instantly. Sophisticated encryption ensures that data is kept secure and is only accessed by authorized people. Mask and omit sensitive data and configure role-based access rules.
Remove the risk of non-compliance
Data omitting comes standard out-of-the-box, and data masking is fully customizable to meet your requirements and regulatory needs. By default, everything a customer inputs is omitted from recordings.
Passwords
All passwords are encrypted and excluded from Glassbox logs.
Encryption
All data is encrypted, and only accessible to authorized individuals.
GDPR compliance
Ensure you comply with your users’ right to be forgotten.
Least privileged
The principle of least privileged means employees only receive access that is necessary to perform their duties.
A complete record of events
Record keeping is the basic foundation of compliance. Glassbox automatically captures all events across your website and mobile app with no tagging required, which means you have a constantly up-to-date, real-time record of activity. Prove exactly what happened, what information was provided and how the customer responded. No more guesswork, assumptions or trying to piece together information from multiple sources to work out what has happened—and why.
Focus resources with automatic monitoring
It’s simply impossible for your compliance team to review every digital journey looking for irregularities or suspicious behavior. Glassbox monitors data for you, and sends alerts when human review is required. That means you operate more efficiently and can prioritize your efforts where they’re needed most.
Rapid reviews and investigations
Glassbox indexes all data, enabling you to slice and dice information to identify the individual sessions that match your criteria. Data can be easily exported and combined with other data sources or interrogated using “google-like” search capabilities—so you can complete a past business review rapidly using Glassbox’s forensic records.
Resolve complaints
Glassbox enables the rapid investigation and resolution of digital complaints by providing evidence showing exactly what happened. This session replay can be used to satisfy the customer or the ombudsman. Glassbox also enables rapid root cause analysis to prevent recurrence of the issues that gave rise to the complaint.
Support vulnerable customers
Glassbox can alert you to a potentially vulnerable customer accessing your website and give you options about how you could help the customer in real time—maybe by co-browsing to complete a digital transaction.
Tools to ensure compliance
100% data capture
Record every digital journey for complete compliance
- Capture and replay all sessions from all users, on all platforms—whether web, hybrid native, or native mobile applications (iOS and Android).
- Record everything that happens across all of your digital platforms with tamper-proof, source-proof and time-stamped recordings of every session.
- All data is indexed in real time so you can filter sessions by device, operating system, location, demographic, traffic source and more. See every customer click, tap, scroll, change, submission, zoom, swipe and resize completed by the user.
- See page performance details and technical events on IT systems.
- Settle disputes, demonstrate compliance and get on with business.
- Meet today’s standards for regulatory record keeping and ensure you’re ready for the future.
Automatic journey mapping
Define, monitor, and optimize any customer journey—automatically
- Because there’s no direct human involvement from your company’s side in a digital journey, digital UX is a compliance issue.
- It’s vital that the customer experience is clear and simple and that the customer understands information presented to them.
- Glassbox lets you see all customer journeys taken through your website and app in real time with Augmented Journey MapTM.
- Automatically map trends and drill down to see exactly what an individual did through video-like replay and decide what should be done about it.
- Achieve content compliance by monitoring that the right customer segments are presented with the right content as dictated by the regulator.
Session replay
Secure records of digital customer interactions—the whole digital truth
- Securely record, retrieve and replay every digital session, exactly as it was seen by the customer—even if they didn’t complete the session.
- Capture 100% of your web and mobile app sessions on the client and server-side, exactly how it happened.
- No more piecing together an online journey from various sources for a partial picture—get the real thing in video-like playback.
- Achieve the required standards for record-keeping and activities related to digital channels, as required by regulators.
Record keeping
Store digital customer data for as long as you need
- As digital channels mature, you’ll use them to sell more complex and higher risk products and services.
- Our patented data compression functionality can reduce the size of files to just 5%, meaning you can keep more comprehensive records longer without blowing your budget.
- When complaints or disputes arise or when you need to undertake a review, you have the ability to prove what happened—even if it was 10 or 20 years in the past.
Omitting and masking data
Ensure customer privacy by design
- Enjoy full protection when it comes to PII and PCI data with Glassbox’s masking and omitting capabilities.
- All customer inputs are omitted out-of-the-box.
- Configure which input fields you want to capture and which you want to omit and prevent any sensitive information from being recorded.
- Keep tight control over who can access PII through data masking and role-based permissions to ensure only authorized staff can see it.
Fraud prevention
Real-time anomaly detection driven by machine learning
- Automatically detect irregular or unhuman behavior such as DOM changes, scraping bots, multiple changes of fields or irregular entered data.
- Get real-time alerts that pinpoint the specific locations where those behaviors occur.
