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Regulations and guidelines shaping the future of e-mail
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E-mail business processes in today’s enterprise are being shaped more and more by the need to comply with statutory regulations like SOX and HIPAA (regulatory compliance) and internal corporate guidelines (corporate compliance).
The implementation of requirements driven by such mandates must be flexible so that requirements of future regulations can also be met. Take for example the requirement to store business-relevant e-mails for specific timeframes based on content. To meet this requirement in a flexible way, the e-mail process must be set up to automatically intercept messages and review their content before they are further processed. Based on the outcome of the review, the e-mails can then be delivered, sent into quarantine, archived or otherwise processed as needed by the organization.
The classification and categorization of e-mails during the content review process can also play a significant role in further automating the e-mail business process, and is applicable in many business contexts. Examples are the automatic organization and context-based storage of e-mails based on content, the implementation of more flexible delivery and distribution mechanisms and the automatic indexing of e-mails in preparation for archiving.
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The iQ.Suite approach:
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With iQ.Suite, enterprises can implement a comprehensive e-mail management solution that ensures compliance with legal regulations and corporate guidelines.
Using the organization’s own criteria for e-mail handling as defined in iQ.Suite’s rule-based framework, iQ.Suite Bridge automatically intercepts e-mails so that they can be reviewed manually or by a compliance system. After this review the e-mails are delivered, sent into quarantine, routed to third parties or deleted. This ensures that only e-mails testing positive for compliance reach their recipients, and that outgoing e-mails containing business-sensitive content cannot be sent without authorization. In addition, the complete e-mail process becomes completely re-constructible and verifiable for internal and external audits.
iQ.Suite’s server-based, customizable, rule-based framework allows enterprises to define individualized business processes that meet compliance requirements. The framework is used by all iQ.Suite modules to ensure high levels of automation and consistency.
iQ.Suite Wall uses CORE (COntent Recognition Engine) technology to automatically categorize, route and process e-mail based on pre-defined content characteristics or address information. For example, e-mails determined to contain sensitive content can be automatically routed to the compliance manager for review, or support request e-mails sent to the central helpdesk address can be immediately forwarded to the worker who seems most appropriate for the problem-at-hand. Using this address- and content-based routing mechanism, iQ.Suite ensures that all business-relevant e-mails arrive in the appropriate mailboxes, and that any required additional measures are automatically initiated.
CORE is a statistical process that reviews and automatically classifies e-mail. Based on Support Vector Machines (SVM), a robust text recognition algorithm, CORE is a self-learning process that can recognize complex content based on very specific criteria. It can determine the difference between desired and undesired newsletters, for example.
Rule-based delegation management, a key function provided by iQ.Suite Clerk, ensures that e-mail messages are delegated to authorized individuals when their intended recipients are absent. At the same time, iQ.Suite Clerk filters messages with confidential content to prevent them from being delegated. When the automatic classification and delegation functions of iQ.Suite Wall and iQ.Suite Clerk are used together, it becomes possible to ensure that customer requests and other important e-mails reach the appropriate individuals and can be immediately acted upon, even in cases where work has been delegated.
Legal protection is an important topic in any organization where the e-mail process is becoming larger and more complex. iQ.Suite uses a “header and footer approach” to automatically insert corporate-standard text into outgoing e-mail. Legal notices, limitation of liability clauses, security notations, disclaimers and other corporate information can be inserted. Extended functions make it possible to dynamically control the inserted text based on individuals, groups and internet domains.
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Benefits of the iQ.Suite approach
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- Seamless integration with a compliance system via iQ.Suite Bridge; forwarding of e-mails after manual or automatic compliance verification
- Automated review and classification of e-mails using the organization’s own e-mail categories; automatic forwarding of e-mails to the compliance manager as desired
- Legal protection through standardized notices and disclaimers; insertion of dynamically-computed sender information from the central e-mail address book
- Centralized, configurable re-routing of e-mail by authorized users and administrators; freely definable delegation groups
- Generates higher productivity, has a low total cost of ownership and provides a fast return on investment
- Ensures the security of your software investment with regular major releases
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