Introduction –

Customers are contacting brands and calling services for solving queries. It has become a significant part of our daily activities. Modern call centers use digital systems to provide services like toll-free numbers, IVR solutions, automatic call routing, virtual numbers, and other services.

These services also remain linked with other solutions like CRM. Companies use CRM solutions and data analytics to serve customers better. In these interweaved digital systems, IT security & customer privacy become a pressing need. Many customers hesitate to contact the brand. They believe their phone numbers and detail might get misused.

Also, data privacy awareness increased recently. It is because recently, many news headlines are covering incidents of privacy breaching & misuse of personal information. Thus, brands and business owners should use sophisticated tools and techniques in their call centers to prevent customers’ privacy & misuse of their details. This article is a quick walkthrough on GDPR and HIPAA, call masking (India), and how number masking solutions can help brands align with GDPR and HIPAA regulations.

What are GDPR and HIPAA Regulations?

General Data Protection Regulation (GDPR) is a data privacy regulation introduced by the European Union (EU). It deals with the data privacy of European netizens. It became effective on May 25, 2018. GDPR compliance strengthens and establishes a data protection framework for EU citizens.

This regulation (GDPR) supersedes the 1995 Data Protection Directive (DPD). GDPR offers a new set of laws & protocols designed to deliver EU citizens more control over their online data. The primary aim of GDPR is to simplify the regulatory environment for citizens and enterprises in the European Union. It will help both parties enjoy the benefit of the digital economy.

Again, Health Insurance Portability and Accountability Act (HIPAA) is a United States compliance. It sets strict guidelines about data privacy and IT security requirements. It helps to safeguard customers’ medical information from getting misused. Many companies sell medical records & details about patients digitally, violating privacy. HIPAA aims to protect the personal details & information of patients from public access. In 1996, the US federal law passed the HIPAA act through the Department of Health & Human Services.

What is A Number Masking Solution?

Call masking (India), or number masking solution, is a technology solution. Call Center businesses and customer support departments use it to masquerade original customer or agents’ numbers with temporary or dummy ones. The number masking solutions offered by top providers like Knowlarity will mask or anonymize the actual agent or customer’s number with a proxy number that the customer care or the business executive sees while interacting with the customer. The number masking solution maps the original number with a dummy one. It keeps track of that mapping in a secured database.

Benefits of Call Masking (India) Concerning GDPR, HIPAA Regulations & Data Privacy

Privacy concern among users is reaching new heights. Thus, business owners & customer call center executives must implement number masking solutions in their call center solutions (IVR, toll-free numbers, inbound/outbound calls, etc.) Here is a list of benefits the number masking solution provides with compliance with GDPR and HIPAA.

  • It prevents customer phone numbers and other details from getting into the agents’ hands. Thus, agents and other business executives cannot misuse or track those customer numbers. Hence, it keeps the business aligned with GDPR compliance.
  • Today, healthcare centers are increasingly using digital or cloud-based call center solutions. Call masking (India) can help these healthcare firms comply with HIPAA regulations by protecting patients’ details from leakage in the public domain.
  • With such privacy through number masking solutions, customers feel safe and can contact brands without hesitation.
  • Call masking (India) increases brand value because customers realize that the brand cares about their information privacy.


We hope this article has given a crisp idea of how number masking solutions can help regulate GDPR and HIPPA compliance. If your brand needs top-notch & high-value call masking (India) solutions for customers, try Knowlarity. Knowlarity is one of the top number masking service providers.