Cloud Call Center Featured Article

June 29, 2012

Security in the Cloud Call Center

Executive Editor, Cloud Computing

When dialing in to a call center, callers are often wary of providing such personal details as their social security number, date of birth or address. With so many cases of identity theft being reported in the news, data security is top of mind – not only among consumers today, but in any cloud call center.

“Data security is of paramount importance to anyone entrusted with customer data. Not only do they have the obligation to take care of sensitive data, but certain types of data are protected by regulation,” according to 3CLogic’s Ramana Reddy.

Reddy explained in arecent blog post that call centers powered by 3CLogic are reliable, protected and secure. In fact, the 3CLogic application recently passed a security review developed by Salesforce to assess the security posture of the application.

“With the 3CLogic application running your call center services for inbound calling, there is no need to store any of your sensitive data within 3CLogic,” Reddy explained. “Whenever a customer calls in, the 3CLogic client will show the customer’s information on a Salesforce screen opened within the 3CLogic client.”

For outbound dialing, the company uses “tokenization” (phone number and Salesforce ID) so cloud call centers can keep the rest of their data in Salesforce securely. (More on tokenization below).

“This means there is no personal information stored outside of Salesforce (or any CRM system) if you are using 3CLogic as your call center solution,” Reddy added.

Security in the cloud is a pervasive topic, and certainly a concern for call centers, which need to ensure that data is protected from unauthorized access – but this is a joint responsibility between the cloud call center and Salesforce. While many companies are moving to cloud-based call centers, security is still very much a top-level concern.

According to aNetwork World article, users shouldn’t rely on their cloud service provider’s security features to protect their most critical data. Another study from Gartner indicates that 75 percent of customer service organizations will move to cloud by 2013.

Call center decision makers should look for a system that not only uses end-to-end encryption, but also uses tokenization, according to 3CLogic’s Raj Sharma.

“This way none of the sensitive data ever leaves the enterprise network,” he said. “Tokens that only have names and phone numbers are stored in the cloud. Even these are encrypted end to end further securing sensitive data.”

Want to learn more about cloud communications? Then be sure to attend the Cloud Communications Expo, collocated with ITEXPO West 2012 taking place Oct 2-5, in Austin, TX. The Cloud Communications Expo will address the growing need of businesses to integrate and leverage cloud based communications applications, process enhancement techniques, and network based communications interfaces and architectures. For more information on registering for the Cloud Communications Expo click here.

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Edited by Allison Boccamazzo

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