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01.26.17 | blog

To Enhance Your Contact Center Security, Go to the Cloud

Your business has a lot of personal customer information at your fingertips. It’s inevitable in our connected, digital world. In the wrong hands, this information could be used to make both your and your customer's life very difficult. According to a study conducted by Ponemon, the average cost of a data breach in 2016 grew to $4 million. And within the next 24 months, the chances of a data security breach of at least 10 thousand records are a shocking 26%. This is not restricted to the small business or the unaware. Industry leaders like Home Depot, JP Morgan Chase, and Sony have been affected, with impacts on their customers, their reputations, and their bottom lines.


A common myth among contact center executives is that cloud-based customer contact services are not as secure as on-premise systems and could present a particular vulnerability to organizations that maintain sensitive data such as credit card information or personal health information. Without agents "in-house," the thinking is can you protect yourself?

This myth couldn't be farther from the truth. Security experts note that most breaches occur because of tampering with an in-house physical system as evidenced in the Bankrate report on recent breaches cited earl. Moreover, did you know a CCNG Study found executives at organizations leveraging on premise, in-house contact center solutions actually have greater concerns over security than those at organizations using cloud-based solutions?  This is because on-premise solutions often lack the security protocols and best practices employed by cloud-based solutions as noted in a recent article on the Top Benefits of Moving Your Contact Center to the Cloud.  

These facts haven't fallen on deaf ears. In a survey of executives with on-premise solutions, seventy percent plan to move toward cloud-based solutions in short order. This is confirmed by recent MarketsandMarkets data showing an expected threefold increase in cloud-based contact center solution investment by 2021.  Clearly, organizations are confident about migrating infrastructure to the cloud without compromising security.


If you're among the many organizations looking to migrate your customer contact operation to the cloud, you may be wondering what to look for in terms of security protocols.  Overall, you should be seeking a solution that addresses security concerns across physical, network, and application layers with significant investment to continuously update and address new vulnerabilities to keep your organization a step ahead of bad actors.

At Arise, we have a proven track record for achieving the highest levels of security providing clients with a multi-layered approach using strict controls, redundancy, and compliance with the highest standards to create a virtual Fort Knox that can be easily integrated with any platform.  Arise maintains the SSAE16 Type II certification, HIPAA compliance, and has been Level 1 PCI-DSS certification for 12 years. For more information on Arise security, visit our security page.


Taylor Jones serves as the Senior Manager of Marketing & Business Development at Arise where he is responsible for managing digital marketing strategy and business development efforts. He has a keen interest in what companies need to create strong customer experiences and successful customer contact operations. Jones holds an MBA in Leadership from Queens University of Charlotte and a B.S. in Applied Mathematics & Spanish from the University of South Carolina Honors College.

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