For organizations that will establish or convert to cloud-based contact centers, a focus on security and privacy issues is a key component in the planning stages to ensure that there are no major security gaps and compliance requirements are in place. And for cloud-based contact centers availability and accessibility from the cloud is particularly crucial because employees need to be able to carry out their responsibilities with ease and without interruption so that business objectives can be met. Security threats can severely disrupt work and create major challenges for management. If credit cards are being processed through the contact center, there are quite possibly civil and criminal liabilities with any lapses in security.
To avoid these types of issues that can crop up with cloud-based contact centers, here are the top security concerns that IT should address:
- Ensure that only authorized personnel have access to confidential information
- Ensure the privacy of information like contact information, social security numbers, credit card information, call data, transcripts, etc.
- Integration with third-party systems without compromising security and privacy
Contact center security categories:
- Password-Based Authentication
- Role-based security
- Telecom security
Password-based authentication is important because it requires permission to access subscribed features. All passwords stored in the database should be encrypted and cryptographic algorithms should be in place to verify users. For repeated access attempts, alerts can be set up and the user should be presented with further authentication.
Role-based security is a key aspect in protecting cloud-based contact centers. It can be set up to allow contact centers to give each user in their organization access to features and data based on their role within the organization. Cloud-based contact center security should allow for roles to be assigned to users in such a way that access is defined and constrained to prevent any unauthorized access.
Different roles and authorities can be designated to users so that each person can access the features and data needed to complete their work. Allowances can be determined at read, write, update and delete levels for all data. Restriction levels in terms of skills, teams and projects can also be set. An agent, depending on their role, may be able to see customer details, but unable to update, edit or delete them. Supervisors may be able to view the performance of a team member or his or her entire team, but unable to see the performance of a team in a different department.
License owners should have the authority to prohibit CSRs from making calls or texts that have not been authorized to unauthorized calling areas. Telecom security measures should also prohibit outbound users while at the same time allow them to make user initiated calls or texts to assigned calling areas to avoid international calling charges. If necessary, it should also prevent inbound license owners from receiving calls from certain calling areas.