Over the past two years, many contact centers have undergone modifications and changes in favor of teleworking . Going to the office to work is becoming less common in this type of business. The cloud and cloud services are essential to develop a decentralized work environment . Today we talk about some keys to protect a cloud-based contact center .
Databases, platforms, third-party software… Everything depends on the cloud when a contact center is decentralized ! Not everything is an advantage, since security is reduced when the physical part disappears.
If you use the cloud, you must protect yourself
The contact center is a division of the company with extensive access to customer data, internal data , billing, orders, and much more. Relying on the cloud to decentralize workstations is synonymous with letting down one’s guard.
The level of security in
A cloud call center must be close to excellence. Any breach or oversight can reveal the data of thousands of clients, internal data and all kinds of confidential information .
NIDS is a key system for protecting these services . It is a protocol that constantly monitors access to all online networks to detect network intrusions. It is vital for detecting any attack, no matter how small .
Two-step authentication processes are also vital. They require an extra device specific database by industry such as a smartphone to gain access. This significantly limits access by unauthorized users .
Private clouds also offer greater security by not sharing data with other companies. They are more expensive and complicated services to configure, but they offer a much higher level of security than public clouds . If you have a contact center in the cloud and want to protect yourself, it is essential that you carry out an audit to know where you stand.
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