How to improve Cloud Contact Center Security?
Cloud Contact Center Security

13, February 2018

The market for Cloud-based applications and services are expanding. With it grows the adoption of Cloud Contact Centers. Major companies are forsaking the old legacy system that they have in-house and willing to migrate to the Cloud. Their preference for Cloud includes Contact-Center-as-a-Service (CCaaS) and hosted Contact Center services. This also brings the concern of improving Cloud Contact Center Security.

According to a recent research from MarketsandMarkets, the Cloud Contact Center industry is expected to triple by 2021. This comes as no surprise as more and more companies are realizing the benefits of having a Cloud-based Contact Center and making IT investments in order to have increased efficiency and scalability.

If someone asks me what cloud computing is… I tell them that, simply put, cloud computing is a better way to run your business Marc Benioff (Founder, Salesforce)

By using the Customer Engagement Hub as a model when adopting a Cloud Contact Center can improve business value. This can be done by integrating the Cloud-based CRM applications with back office process. This can also solve the disconnected silos companies struggle to connect when moving to Cloud. Without this integration, agents will see an incomplete view of customer journeys. Hence, customer experience will suffer.

The many benefits that comes with Cloud Contact Center is what is driving this digital disruption in the customer experience industry.

Here are some of the benefits of Cloud Contact Center:

Cloud Contact Center Security

Quick Deployment: The Cloud Contact Center is ready to go. No requirements for new hardware, just a few clicks and the deployment time only takes a matter of hours.

Easy Scalability: The Cloud Contact Center can scale up or down with a request to the Cloud Service Provider. The resources can be quickly updated to accommodate the seasonal spikes.

Business Continuity: The Cloud is immune to any disasters that on-premise contact centers can suffer from. All the customer data is safe, and agents can work remotely. This is also why business are opting for Cloud as it provides better effective DR (Disaster Recovery) and BC (Business Continuity) measures.

Reduced costs: Cloud Contact Centers costs less than in-house contact centers, especially because they are primarily hosted on third party platforms.

However, even with all the benefits, the major concern about adopting cloud-based solutions is security. Apart from having highly confidential business data, the cloud also hold tons of sensitive customer information data. For banks and healthcare organizations, security of data is top priority.

Some best practices to ensure Cloud Contact Center Security are:

  • Ensure agents adhere to security guidelines while engaging with customers, thereby protecting the customer details at all times
  • Automate security configurations for third-party tools for protection and compliance
  • Choose Cloud Contact Centers that are designed for maximum security and updated
  • Follow a solid security strategy that involves multiple-authentication process, heavy encryption along with Data Loss Prevention (DLP) software
  • Communication between cloud-hosted apps and thin clients should be encrypted
  • Create individual credentials for each user and restrict access only to the concerned groups with Multi-Factor Authentication (MFA)
  • Limited control for access and auditing process along with the responsibility to control it should belong to the Cloud Contact Center
  • Automated periodic change of keys can help to mitigate risks with login process
  • A multi-tiered architecture and network segmentation along with virtual firewall to allow or block communication packages
  • With integrated Security Incident and Event Management (SIEM) tools rigorous tests should be carried out to remove vulnerabilities to ensure Cloud Contact Center Security

Cloud Contact Center is a much safer option than on-premise Contact Centers when governed with regulatory compliance and high security protocols. By partnering with the right service provider businesses can improve customer satisfaction and modernize the customer experience offering.


Read our earlier blog ‘5 Common Myths about Cloud Contact Centers’

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