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.
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.