Hey You! Get off my cloud! – Contact Center Security For 2019

Ease of use vs security

Cloud computing has become a way of life for many companies. If you want to offload the responsibility of taking care of a server farm. This usually leads to great cost savings in the form of less capital expense in buying and upgrading servers. Which also means, fewer people needed on-hand to manage those servers, and a decrease in costly downtime when hardware fails at your contact center. However, using “the cloud” can also be stated as “using someone else’s computers”. Consider these factors before looking into your next IVR replacement or migration. Some questions to ask a vendor when using their computers to store your data. One of the key questions is “How secure is the platform?”. If your company is dealing with sensitive data (HIPAA , PCI/DSS , financial information, SSN, etc.), then the security questions become even more important.

Similarly, you have to choose a cloud vendor that is certified to handle and manage your specific data sets.

Managing extra layers of security

If your IVR platform and APIs, require security. This means it might be best to handle everything on premise with Genesys PureEngage instead of going cloud. This allows your engineers, administrators, and security specialists to design a platform. One that keep your customers’ information accessible only to authorized systems and individuals.

So, you’re looking to run PureEngage, but don’t want to roll out a data center presence with physical servers, the solution could be a dedicated cloud infrastructure. Many hosting providers have virtual private server (VPS) options where they create the servers you need, and then you manage them from that point forward. This is a good balance between cost savings and ensuring proper security is in place. When a dedicated VPS solution is chosen, then PureEngage can be leveraged for your IVR solutions.

So, where to get started

If your company uses PureEngage,  we can help. This includes implementing new contact center solutions for your business. Learn more about Forty 7 Ronin’s services at https://www.forty7ronin.com/resources/brochures/. You may also contact us directly Sales@forty7ronin.com.