Security

Q: What type of data needs to be protected in a call center?

In a call center , various types of data need to be protected to ensure the privacy and security of both customers and the organization. This may include sensitive customer information, such as social security numbers, credit card details, and personal identification data. Additionally, call center agents’ personal data, payment information, and intellectual property must be safeguarded from unauthorized access. To maintain the confidentiality and integrity of this information, call centers must adhere to strict security protocols and regulations, ensuring secure data handling and storage. But this requires good call center management and attention to detail because without that no protocol is able to help

Call centers handle sensitive information, including customers’ personal and financial data, making them an attractive target for cybercriminals. Therefore, protecting the security of call centers is crucial for any business that wants to operate safely and efficiently.

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End-to-end protection.

CloudTalk’s security measures include end-to-end call encryption, secure call recording, and compliance with industry regulations such as STIR/SHAKEN and MAN.

End-to-end Encryption

Ensures that VoIP calls and cloud texting messages are secured from beginning to end, so only the intended recipient can access them.

Secure Call Recording

Allows businesses to record and store calls in a way that is compliant with data privacy regulations.

24/7 Security Team

Secure login procedures, multi-factor authentication, and regular software updates and patches to ensure maximum protection against potential cyber threats.

"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."

Nelly Donnelly Service Delivery Manager

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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."

Yohann Bensadoun Global Supply Growth

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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."

Frederico Lopes Head of Customer Service

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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."

Elay Sasson Call Center Manager

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Product Security and Certifications

CloudTalk is dedicated to privacy, transparency, and high security, as demonstrated by our commitment to complying with the GDPR. All clients, even those outside the EU, are subject to these measures, guaranteeing the security and credibility of our services. Learn more about GDPR and CloudTalk.

CloudTalk is also ISO 27001:2013 certified. CloudTalk undergoes regular third-party independent audits on a regular basis and can provide the certificate upon request. Here’s everything else you need to know about CloudTalk’s security bona fides.

CloudTalk app security

CloudTalk uses a combination of various security tokens. Communication through our web interface is fully encrypted with the latest TLS version supporting Forward Secrecy.

Data is encrypted during transmission between the client and server
Passwords are encrypted using advanced one-way algorithms and are not stored for internal purposes
WebRTC protocol phone calls are automatically encrypted, while SIP protocol calls can be encrypted by TLS
Does not retain customer credit card information, as it is directly provided to the payment processor and encrypted from the moment of transmission.

Why is security important
when using virtual call center software?

Increased
Productivity

Through streamlined processes and reduced downtime caused by security breaches.

Reduced
Risk of Fraud

Encrypted communication and other security measures can prevent fraudulent activity by unauthorized individuals.

Enhanced
Brand Reputation

A company with a reputation for being secure and trustworthy is more likely to attract new customers and retain existing ones.

Compliance with
Industry Regulations

Call center security measures can help a business meet various industry regulations and avoid legal issues.

Data Centers &
Physical security

CloudTalk uses highly secure and reliable data centers provided by Amazon AWS and Google Cloud Platform across 9 locations globally with SOC2 Type II and ISO 27001 certifications. They employ multi-level biometrics and other security measures to ensure physical access is only granted to authorized personnel. Full redundancy guarantees data safety in case of a system failure. Additionally, CloudTalk employees do not have physical access to the data centers or any related equipment.

Encryption

CloudTalk uses 256-bit encryption to encrypt all data sent to or from the platform, and their API and application endpoints are exclusively TLS/SSL, which has earned an “A+” rating on Qualys SSL Labs’ tests. The company only employs strong cipher suites and has enabled features such as HSTS and Perfect Forward Secrecy.

Cloud and infrastructure security

We’ve gone to great lengths to develop a robust security infrastructure at CloudTalk. Here’s what you need to know.

Permissions

CloudTalk enhances internal data security by using different permissions for user roles (admin, agent, etc.) which allows you to prevent potential internal security breaches and data leaks.

SSO

CloudTalk offers your existing identity provider/SSO solution to be connected. The supported solution is Google SSO.

Penetration Testing

CloudTalk regularly conducts independent, 3rd-party penetration testing at least once a year, with no customer data exposed to the security company. The results of the testing help prioritize mitigation and remediation efforts.

Other features you might like

Power Dialer

Reach 3x more customers by removing repetitive tasks and assigning automated call campaigns to agents.

Skill-Based Routing

Assign custom skill to your agents or teams and route customer calls automatically based on their expertise.

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

Callback

Automatically redial missed or unanswered calls and distribute them evenly and efficiently across available agents.

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

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Have questions?

What type of data needs to be protected in a call center?

In a call center, various types of data need to be protected to ensure the privacy and security of both customers and the organization. This may include sensitive customer information, such as social security numbers, credit card details, and personal identification data. Additionally, call center agents’ personal data, payment information, and intellectual property must be safeguarded from unauthorized access. To maintain the confidentiality and integrity of this information, call centers must adhere to strict security protocols and regulations, ensuring secure data handling and storage. But this requires good call center management and attention to detail because without that no protocol is able to help

How secure is VoIP and IVR?

Even though VoIP is generally deemed more secure than traditional phone lines, it still carries some VoIP security issues. One such risk is that, if your VoIP system is not configured correctly, hackers may be able to eavesdrop on your calls. Nevertheless, if you utilize call encryption and safe call center software that adheres to all regulations and security standards, you need not worry.
An IVR system refers to an automated call system that permits customers to engage with a company over the phone by entering their responses to pre-recorded queries. These systems are widely recognized as highly secure, given that they do not necessitate any human intervention and usually record all calls.

How secure is encryption?

Encryption refers to the transformation of readable data into an indecipherable format to ensure that only authorized individuals can access the information for example via call center analytics. Typically, encryption is used along with other security measures, like passwords or biometrics, to enhance data security. If the encryption keys are safeguarded, encryption can be an extremely efficient approach to secure data.

Why should I improve my call center security?

Enhancing the security of your call center not only shields your customers’ data from unauthorized access but also reduces the risk of fraud and other forms of cybercrime. Furthermore, by taking measures to enhance security, you can enhance customer satisfaction, and build trust in your brand.

How can work-from-home agents keep their work secure?

To ensure the safety of work data and information, work-from-home call center agents should adopt certain security measures. These include using a secure internet connection (avoiding public networks), generating and maintaining strong passwords, accessing work accounts only from trustworthy devices, and logging out completely from their accounts once they finish working. By adhering to these basic precautions, remote call center agents can safeguard their work-related data and information.

What does risk management involve in a call center?

Risk management in a call center involves identifying, evaluating, and prioritizing potential threats and vulnerabilities, including VoIP vulnerabilities, that could impact the security, confidentiality, or availability of data and information. It also involves developing and implementing strategies to mitigate, monitor, and manage risks associated with VoIP issues, ensuring the call center’s compliance with relevant regulations and standards.