Employing an omnichannel strategy is a prerequisite in the modern contact center space.
With a customer’s choice of communications channel changing from day to day, contact centers must be able to offer a seamless, connected experience across voice, email, chat, and text.
Omnichannel contact centers can provide smoother, more personalized customer experiences, greater agent efficiency through unified interfaces, and improved data and analytics that give brands a complete view of customer behavior and preferences.
There’s nothing but upside, right?
Unfortunately, that is rarely the case in the customer service and experience sector.
With more channels comes more data, and while that can help contact centers deliver a more personalized experience, it also potentially creates more vulnerability points from a security perspective.
This was discussed during a recent interview with ComputerTalk’s Vice President of Operations and Control as well as the Chief Security Officer, Jennifer Sutcliffe.
As a CCaaS solutions provider with over 35 years of experience, ComputerTalk has learned to adapt and grow with the ever-changing contact center landscape.
Arguably, the biggest change in recent times has been the rise of AI.
Indeed, Sutcliffe detailed how generative AI (GenAI) in particular has played a major role in increasing the overall data footprint within contact centers.
While an increase in the amount of data being processed by a contact center does provide challenges, ComputerTalk prides itself on ensuring that all customer data is handled safely and securely, as Sutcliffe explains:
“All communication – whether voice or chat – still runs through the same infrastructure.
“We continue to apply the same security protocols, including threat protection, penetration testing, and more.”
So, let’s take a closer look at how CCaaS tech companies like ComputerTalk keep customer data safe.
AI, Compliance, and Secure Data Usage
First and foremost, contact centers must meet a number of customer data regulations such as HIPAA and GDPR. Additionally, it adheres to SOC, PCI, and ISO certifications – all of which ComputerTalk complies with.
Outside of these industry-wide certifications, ComputerTalk conducts third-party threat risk assessments, intrusion detection, penetration testing, and vulnerability scanning.
In addition, the company ensures that all ComputerTalk staff are trained in data security protocols, with the vendor having implemented strong internal processes with regular audits, including peer audits.
Away from the obvious desire to protect the company from cyber-attacks and hackers, having these procedures in place is also beneficial from a CX perspective.