Securing Customer Data in a Cloud Contact Center

One of the most important elements of providing an excellent customer experience is safeguarding customer data in your contact center. No matter your size or your industry, if you handle personal and financial information, you must protect it from fraudulent or malicious intent

This is especially critical for contact centers because they deal with personal information regularly. By ensuring that you protect customer data, you’re also protecting your business — financially and legally. And harnessing cloud contact center capabilities gives you an upper hand, including the ability to get critical help when complying with regulations that address the privacy and security of consumer data.

Delivering Peace of Mind

Your contact center customers want the peace of mind of knowing that you’re protecting them; a contact center that’s built for the cloud offers this. But the challenges are wide ranging.

Threats can come from a range of places — from within your own organization or externally. A data breach from an internal source could be the result of intentional behavior or when an employee falls victim to phishing scams, ransomware or other forms of fraud. Technology vulnerabilities represent another threat. Using multiple layers of protection, encryption and strong password policies help.

A data breach won’t just harm your customers. Without adequate security, you run the risk of damaging your reputation, losing business, incurring penalties and fines from regulators, and having to pay additional costs to repair or shore up your system after the fact.

Navigating Regulations for Contact Center Security 

Contact centers must meet a range of regulations and compliance standards. Some of these include the following.

  • General Data Protection Regulation (GDPR): Addresses data protection and privacy in the European Union, including data transfer outside the EU.
  • Telephone Consumer Protection Act (TCPA): Restricts telephone solicitations and the use of automated dialing systems.
  • Fair Credit Reporting Act (FCRA): Promotes accuracy and privacy regarding the use of consumer data.
  • Health Insurance Portability and Accountability Act (HIPAA): Stipulates how personally identifiable information should be protected.
  • Fair Debt Collection Practices Act (FDCPA): Regulates conduct when attempting to collect debts.
  • California Consumer Privacy Act (CCPA): Similar GDPR, the CCPA creates new consumer rights related to the access to, deletion of and sharing of personal information that businesses collect.

Increasingly, contact center managers recognize how cloud technology can help navigate security and compliance. With a cloud platform that maintains strong encryption, logical isolation, stringent multi-tenant security standards and key industry certifications, you can more easily comply with the appropriate regulations.

Cloud Secures a Customer Experience Revolution

Cloud-driven capabilities are key to driving better engagement and improving customer experience. And cloud solutions expand on the security capabilities in legacy data centers.

Cloud can help you stay ahead of risk by performing intensive and ongoing vigilance to meet the contact center security standards that ensure that data remains safe at all times.

For example, a signature-based Network Intrusion Detection System will constantly monitor the network for potential attacks. At the network level, adaptive security appliances provide firewall capabilities and a two-way authentication process to limit access. And for logical security, virtualization architecture isolates and secures customer-specific data while role-based permissions control access.

Security, Stability and Reliability

The Genesys CloudTM platform is built in the cloud to ensure it complies with the most rigorous industry security regulations. As a global provider of cloud-based contact center software and services for organizations of all sizes, we’ve built a secure, stable and highly reliable platform.

If you’re interested in finding out how to build a cloud contact center that gives you next-level customer experience, contact us today.