Security is a big concern for our customers. This is especially so when moving from a premise-based-contact-center to a cloud hosted contact center. Cloud security software helps organizations mitigate risks associated with using cloud-based applications and services.

Cloud Infrastructure Security

Security starts with the cloud infrastructure. This is where IVR Technology Group deploys Hosted Contact Centers. This infrastructure must manage a comprehensive controlled environment. Necessary security policies, processes, and controlled activities exist within this environment. This assures reliable delivery within our Contact Centers. At any rate,  it is imperative that the cloud infrastructure is compliant with various certifications and third party requirements.

Certifications and Requirements:

  • SAS70TypeII
  • PCI DSS Level 1
  • ISO 27001

Application Security

Role-based Security

The careful application of security granted at every level of company involvement. Depending on the user, roles and authorities should be assigned, allowing access to features and data necessary for that person to complete a task. Access should be restricted at read, write, update, and delete levels. This level of control within your corporation keeps sensitive data safe and work areas applicable to your employee duties and responsibilities.

Telecom Security

Telecom Security refers to license owners being able to restrict CSR’s from making unauthorized calls or texts to unauthorized calling areas. This security feature serves to avoid any internal calling charges for your Hosted Contact Center.

Password-based Authentication

Password Authentication Protocol (PAP) is a password-based authentication protocol. This Point to Point Protocol (PPP) validates users. Thus it is a necessary level of security. Therefore, this ensures that only authorized personnel to access the secure data.

Security for Servers in the Clouds

Security for Servers in the Clouds means offering the industry standard of 256bit Secure Sockets Layer (SSL) for internet-based access to the subscribed services. IVR Tech also secures data on secure servers accessible only by authorized personnel. Hence, built-in multi-location redundancy and reliability to cover any risk for failure are imperative. In any case, all communication between the servers in the cloud and users’ machines should be secured using SSL/TLS connections.

Third-Party CRM Access Security

First of all, a live connection is established. The CRM receives a web-service call while the customer’s information is captured. Moreover, the information is displayed during the call. Inbound calls contact a web-service call which will, therefore, be made to the CRM and the associated customer information is grabbed and shown to the CSR. When companies make outbound calls, phone numbers and CRM IDs can indeed be pre-stored in the Cloud.

PCI DSS Compliance

The standard defined and developed through requirements for security purposes. In addition, this would include any network component connected to the cardholder data environment. Thus this is a system component, within the context of PCI DSS.

System components include:

  • any network component
  • server,
  • also application included in or connected to, the cardholder data environment.

Network components include:

  • firewalls
  • switches
  • routers
  • wireless access points
  • network appliances
  • and also other security appliances.

Server types include: 

  • web,
  • application
  • database
  • authentication
  • mail
  • proxy
  • NetworkTime Protocol (NTP)
  • also Domain Name Server (DNS).

Above all, IVR Technology Group’s cloud-based Hosted Center provides a secure online platform. This is so our customers can best conduct their business and service customers. Ultimately, our features are easy to use. Thus, they and do not risk the privacy and secrecy of the data entrusted with the provider. Furthermore, transactions conducted over the platform are secure. Furthermore, they adhere to the industry’s highest standards of cryptography.