How Does Call Center Security Work?

The call center security features provided by CloudTalk are designed to protect businesses and their customers from potential cybersecurity threats. CloudTalk’s security measures include end-to-end call encryption, secure call recording, and compliance with industry regulations such as STIR/SHAKEN and MAN. Let’s take a closer look:

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.
CloudTalk also provides a 24/7 security team, secure login procedures, multi-factor authentication, and regular software updates and patches to ensure maximum protection against potential cyber threats.

Ultimately, we designed our security features to provide businesses with peace of mind, knowing that their sensitive data and communications are safeguarded by a team of dedicated professionals armed with the latest technology.

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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.

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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.

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.

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.

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.

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.

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.

FAQs

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.