How to Ensure Standardized Security for Contact CentersSecurity and privacy policies are paramount for all businesses. Especially while handling a call center or a contact center, it is imperative to adhere to the security standards strictly. Most contact center software users nowadays are aware of the perils of contact center security lapse. Besides, because of the pandemic of COVID-19, businesses are promoting remote work. But threat actors are finding loopholes even when call center security best practices are employed, leaving everyone vulnerable. Several kinds of DoS (Denial of Service) are in use and the SIP (System Initiation Protocol) lets attackers manipulate the VoIP (Voice over Internet Protocol) packets to generate different attack vectors. The contact center software is often regarded as a high-risk area for data security compromises. Hence, contact center security measures have become more crucial. Threat actors usually process and store a host of PII – Personally Identifiable Information such as payment card data and social security numbers. Making the sensitive information stored in a contact center software vulnerable and the prime targets for fraudulent activity.
Assessing Risk Actors in Contact Center SecurityHowever, sometimes external actors are not the only ones eyeing the contact center’s PII information. The call center security best practices may pale if the process in the organization can also put sensitive data at risk. Sometimes, potential insider threats also make business owners worrisome about the data breach. Besides, the accidental data leak by human error or by falling victim to a phishing attack in contact center software can also cause concern for many contact centers or call center owners. While the majority of agents are diligent, customer-focused, and trustworthy, it only takes one employee succumbing to malicious ideas to violate compliance laws and possibly cause a massive data breach. The call center security checklist sometimes overlooks potential damage from insiders. Thus, a secured software solution is a must-have for the business that deals with customers’ confidential details. Let’s explore how HoduSoft solutions offer optimal security measures within the contact center software.
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