On Tuesday June 9, 2020 at 3:07pm PT Invoca’s operations monitoring systems alerted that Invoca was experiencing an issue with a 3rd party vendor that provides transcription services. The issue was confirmed by the 3rd party vendor and was subsequently resolved, and services restored by 5:23pm PT. Customers using Signal AI, Keyword Spotting and/or call redaction services were impacted by this incident.
A majority of calls received between approximately 2:55pm - 5:23pm PT were not evaluated for Signal AI, Keyword Spotting or redaction. Note: no recordings for calls that were to be redacted are available during the incident window for compliance reasons.
Invoca is committed to PCI compliance and does so by encrypting all data (as it is at rest and in flight), as well as processing all data in memory in real time (without storing). This allows us to maintain the highest standard of Enterprise grade safety and security.
All calls continued to route normally during the incident window and no other services were disrupted.