GDPR: Delete customer interactions from Genesys databases

[Rutger]

PureEngage - Due the new EU General Data Protection Regulation (GDPR), we as a user of Genesys PureEngage, will get some day requests from our end-customers about deleting their personal data from the genesys. It's not just a matter of removing the contact from Workspace (WDE), but in every table the link to that customerdata has to be removed, erased or overwritten with dummy data.
I'm think of email addresses, subjects, email body, userdata, archives, backups, etc
Our Genesys partner got also some questions about this, but not a solution yet.

Without using an API is their any way we can sort this out?
Has anyone experience in this? can we use the contact id to make a start somewhere?

[Kubig]

There is no built-in modul for GDPR purposes except WDE plug-in provided by Genesys. So, you have to invent your own solution based on your environment as the required procedures are strongly depended on the used layers, channels, architecture and of course business and legal requirements. There is no general approach how to fill GDPR needs on Genesys level as each customer explains the GDPR regulation in own way

[Rutger]

Oke thank you. If anyone started such a procedure already for their systems, I'm happy of you share it here.

[Kubig]

We've already deployed GDPR modules and procedures into existing solutions, but as I said there is no general approach - all depends on your environment and customer's needs.

As first you need to know what data is private in your environment and on which levels/stages data is stored. Then you can start the analysis how to delete data from the source systems (RDBMS, NoSQL, app logs, etc.)