Call Center Management Featured Article
How Call Center Management Can Ensure the Cloud is Secure
The cloud is a popular place for the contact center, but does that mean operations and information are secure? The fear that they are not often creates a barrier for those who would truly benefit from making the switch to this deployment model. Still, even with concerns surrounding security top of mind, the cloud-based contact center market is set to grow from $4.15 billion to $10.9 billion in 2019, giving call center management reason to pause.
This growth suggests there are more than a few who have overcome security concerns to take advantage of the opportunities that exist in the cloud. According to the Cloud Industry Forum, however, more than 60 percent of senior IT and business decision makers surveyed identify security as a leading issue in cloud adoption.
This apprehension could be a lack of education as the cloud actually offers call center management a higher grade of security than a number of internal IT departments, with a much lower price tag (News - Alert). The key is to understand what to look for in a cloud provider and ask the right questions before an agreement is reached. There are five layers to investigate, as cited by Monet Software. Let’s take a look at these five and why they matter.
Physical Security – while a provider may claim to have the best security software in the world, the measures they take to protect the physical servers matter as well. Data should be stored in multiple geographic locations and protected with multiple security perimeters.
Network Security – this is often the most significant threat to the contact center’s data. It’s critical that network architecture is protected from a wide variety of outside threats. To that end, examine the security measures provided and make sure they are as robust as those you put in place for your own internal network.
Systems and Application Security (News - Alert) – the focus in this area should be squarely on how platforms and applications are designed and executed. Security should be a demonstrated priority at each development cycle, with each step optimized for the cloud.
Information Security – security controls are verified through third-party certifications, including ISO 27002 or ISO 27001, both of which are recognized globally for security best practices.
Agent Security – this is where call center management has to make the investment in the right agents and technology to support those agents as they execute on strategy. It’s not enough to put high standards in place for the provider only; you have to be able to execute and support internally as well.
Before making the move to the cloud, ask the right questions to ensure security is at the level you need to feel that it is the right move. If not, you’ll spend too much time worrying about the platform and not enough time enjoying the benefits.
Edited by Stefania Viscusi