This week, I touched down in Sydney for the inaugural Cavell Summit APAC 2025, where the region’s biggest players in unified communications, AI, and cloud communications technology came together to talk shop. Among the standout moments? Sitting down with Haydn Faltyn, CEO of BroadSource, and Jason Thals, COO, to discuss one of the biggest compliance headaches plaguing organizations today—the nightmare of handling sensitive customer data.

Let’s face it: compliance in the world of contact centers and enterprise communications is still a mess. Companies are either using clunky, stop-start compliance solutions that disrupt the customer experience, or worse, they’re winging it and hoping they don’t get caught. The result? A dangerous gap where sensitive information—credit card numbers, Social Security details, bank account credentials—is being stored improperly, putting businesses at massive financial and reputational risk.

But BroadSource thinks it has the fix. With SecurePII, they’re bringing a game-changing approach to compliance that wipes away the pain and leaves businesses to focus on what they do best—serving customers.

The Compliance Horror Story No One Talks About

Every contact center agent, IT leader, and compliance officer knows this struggle. A customer calls in, needs to make a payment or verify their identity, and suddenly, everything grinds to a halt. Agents have to pause recording, switch platforms, or use awkward manual entry systems that break the flow of conversation. Customers get frustrated, agents get annoyed, and compliance becomes a messy afterthought.

And let’s be real—many companies still aren’t fully compliant. They store sensitive data when they shouldn’t, unknowingly creating a legal time bomb. Regulators like the GDPR, PCI DSS, and the new DORA framework in Europe are cracking down harder than ever, and the cost of non-compliance isn’t just a fine anymore—it’s a potential business killer.

That’s where SecurePII flips the script.

AI-Powered, Friction-Free Compliance—No More Stop-Start Nonsense

What makes SecurePII really interesting is that it automates compliance invisibly in the background, without agents or customers even realizing it. The system listens to conversations in real-time, automatically redacting sensitive data before it ever gets stored. That means:

  • No stop-start disruptions – Conversations flow naturally without awkward pauses or extra steps.
  • No compliance guesswork – Data is secured before it can ever become a liability.
  • No agent burden – Employees don’t have to worry about whether they’re recording something they shouldn’t.
  • No organizational risk – No stored data = no compliance violations.

As Haydn Faltyn put it,

“The entire headache of compliance is taken out of the business. SecurePII does the work so organizations don’t have to.”

And Jason Thals drove the point home:

“It’s not just about checking a compliance box. It’s about giving businesses complete confidence that their customers’ data is protected—without complicating their operations.”

A Massive Opportunity for Service Providers & Channel Partners

For business communications specialists, service providers, channel partners, and MSPs, this is a golden opportunity. Businesses are desperate for a turnkey compliance solution that doesn’t break their workflows. Offering SecurePII as part of a broader UC or CX stack makes perfect sense—it’s a high-value add-on that instantly removes risk, saves money, and makes data security effortless.

And let’s not forget the customer-facing side. End customers gain trust knowing they’re working with a provider that takes data security seriously. In an era where one data breach can destroy a company’s reputation, having a seamless compliance solution like SecurePII in place isn’t just smart—it’s non-negotiable.

Final Word: SecurePII Changes the Game

BroadSource’s SecurePII is one of many compliance tools, but what makes it special is that it completely rethinks how sensitive data should be handled in an AI-driven world. By automating security in the background, businesses eliminate compliance risk without adding complexity or friction.

In an industry where compliance is often an afterthought (until something goes wrong), SecurePII represents a fundamental shift from reactive to proactive security.

The takeaway? A big part of the compliance headache is over—if you’re smart enough to fix it before it becomes your next big problem.



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