White paper
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
Since they lack human intervention, digital channels can be hard to capture and monitor. Yet, you’re required to comply with regulations regardless of channel—or risk hefty fines and reputational damage.
Glassbox creates a forensic record of every digital journey on your website and mobile app and automatically alerts you
in real time to individual sessions that need review by a compliance specialist. Manage complaints, investigate disputes, detect fraud and support vulnerable customers—and rest easier knowing you can prove compliance and protect your customers.
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.
Prepare for digital reviews and investigations
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.
Keep customers safe and protect your business
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
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100% tagless data capture
- Capture everything that happens across all of your digital platforms with tamper-proof, source-proof and time-stamped recordings of every session.
- Forensic digital session recordings help you meet today’s standards for regulatory record keeping and ensure you’re ready for the future.
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Automated monitoring
- Built-in AI learns user behavior and alerts you to activity typical of a struggling or vulnerable customer, so you can act fast and realize your duty of care.
- Achieve content compliance by monitoring that the right customer segments are presented with the right content as dictated by the regulator.
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Fraud prevention
- Real-time anomaly detection spots irregular or unhuman behavior such as DOM changes, scraping bots, multiple changes of fields or irregularly entered data.
- Get real-time alerts that pinpoint the specific locations where those behaviors occur.
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Automatic indexing for easy investigations
- All data is indexed in real time so you can search sessions by device, operating system, location, demographic, traffic source, content and more.
- Undertake root cause analysis, investigate fraud, handle complaints, settle disputes and get on with business.
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Compression for storage
- Patented data compression technology reduces file size to just 5%, so you can keep records longer without blowing your budget.
- When complaints or disputes arise or when you need to undertake a review, you can prove what happened—even if it was in the past.
100% tagless data capture
- Capture everything that happens across all of your digital platforms with tamper-proof, source-proof and time-stamped recordings of every session.
- Forensic digital session recordings help you meet today’s standards for regulatory record keeping and ensure you’re ready for the future.
Automated monitoring
- Built-in AI learns user behavior and alerts you to activity typical of a struggling or vulnerable customer, so you can act fast and realize your duty of care.
- Achieve content compliance by monitoring that the right customer segments are presented with the right content as dictated by the regulator.
Fraud prevention
- Real-time anomaly detection spots irregular or unhuman behavior such as DOM changes, scraping bots, multiple changes of fields or irregularly entered data.
- Get real-time alerts that pinpoint the specific locations where those behaviors occur.
Automatic indexing for easy investigations
- All data is indexed in real time so you can search sessions by device, operating system, location, demographic, traffic source, content and more.
- Undertake root cause analysis, investigate fraud, handle complaints, settle disputes and get on with business.
Compression for storage
- Patented data compression technology reduces file size to just 5%, so you can keep records longer without blowing your budget.
- When complaints or disputes arise or when you need to undertake a review, you can prove what happened—even if it was in the past.
Are you ready for the UK’s new Consumer Duty regulation?
