How to Ensure Standardized Security for Contact Centers
Security and privacy policies are paramount for all businesses. Especially while handling a call center or a contact center, it is imperative to adhere to security standards strictly. Most contact center software users nowadays are aware of the perils of contact center security lapse. Besides, because of the COVID-19 pandemic, a large number of businesses are promoting remote work. However, 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. The SIP (System Initiation Protocol) lets attackers manipulate the VoIP (Voice over Internet Protocol) packets to generate different attack vectors. The omnichannel 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 various PII (Personally Identifiable Information) like payment card data and social security numbers. Making the sensitive information stored in a contact center software vulnerable and the prime target for fraudulent activity.
Assessing Risk Actors in Contact Center Security
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. At times, potential insider threats also make business owners worrisome about the data breach. For instance, the accidental data leak by human error can be a cause of concern. Besides, falling victim to a phishing attack can be troublesome for many contact centers or call center owners.
While the majority of agents are diligent, customer-focused, and trustworthy, it only takes one employee to succumb to malicious ideas. Any malicious practice can lead to the violation of 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 businesses that deal with customers’ confidential details. Let’s explore how HoduSoft solutions offer optimal security measures within the contact center software.
HoduSoft contact center software solutions for improved security
HoduCC omnichannel contact center software comes with various advanced features that assure optimal security and efficiency of call/contact centers. Some of these features include:
Authentic Call Recording
Many call centers record calls for monitoring or training purposes. The audio files often have sensitive information. The files mostly contain credit card or debit card details, which is at higher risk for a data breach. But, if your system is robust enough and has authentic accessibility for the recordings, the risk is minimal.
HoduCC contact center software has secured call recording functionality, which is accessible to authorized personnel only.
Interactive voice systems and other automated measures help to improve call centers’ functionality. An automated system helps call/contact centers keep pace with the volume or drive process efficiencies to decrease costs. However, all these automated communication processes are run by computers. It means a great deal of data saves someplace on networks or in the cloud.
Additionally, call center security tips sometimes may feel inadequate for IVRs. So, while owning new software, make sure security practices like storage, protection, and management of automated call data are available. All these processes are ensured at HoduSoft to provide maximum fortification from attacks.
COVID-19 has changed the scenario of business operations to a great extent. The remote work approach widely accepts phenomena in the current situation. Hence, employees need access to day-to-day or crucial data outside the business premises. This demands specialized security for file sharing. If a contact center software has a file encryption provision, it is beneficial in many ways.
HoduCC multichannel contact center software ensures secure data transfer with end-to-end encryption to reduce the chances of a data breach.
Controlled Access to Information
Not everyone in a contact center needs to have access to all the information. Controlled access is particularly essential for call centers and contact centers. Our contact center solutions offer controlled access to the entire system. From role assigning to call monitoring and recording, everything is controlled by the master admin account.
HoduSoft strictly adheres to security standards while developing call center software solutions. This is the reason why HoduCC multichannel customer support software is one of the best contact center software.
Security should not be overlooked in today’s cyber-sensitive environment. At HoduSoft, we understand the importance of data security; hence we ensure all types of security measures. We securely safeguard our clients’ information while collaborating with them. So, if you are looking for secured contact center software to empower business growth, you have landed at the right place. HoduSoft offers reliable, scalable, secure software solutions that cater to the needs of contact centers software and call centers software.
Available as both a multi-tenant & single-tenant contact center, HoduCC is a customizable contact center software. Connect with our experts today, and obtain robust call center software that promotes business growth.