Information Security

Protect, respond and recover: 3 pillars for remote security in the contact center

By Edgar Pimenta

0 min read

Pillars Remote Security Contact Center

Remote contact centers present unprecedented challenges. A major shift to working from home has sparked new concerns for security officers who worry about the possibility of a data breach damaging the entire organization. Most (78%) IT leaders say employees have put data at risk in the last year. Another survey has shown that 62% of Wi-Fi related security incidents happen when employees use networks in public spaces. Another 27% of workers admit to opening emails and attachments from unfamiliar senders.

With agents now working from home, it’s even more important to be aware of data breaches and security threats and what you can do to mitigate them. Some recommended strategies can be put into place, such as outlining possible business threats, providing horizontal training and using systems that rely on multi-factor authentication.

Establishing trustworthy partnerships is foundational for information security and resiliency. Making sure your software providers are aligned with the industry’s security standards and provide proof of their commitment towards security will go a long way in protecting customer and organizational data.

We’re proud to celebrate Talkdesk’s certification achievement on Information Security (ISO 27001) and Business Continuity (ISO 22301). For the second year in a row attaining both certifications, Talkdesk was distinguished as a secure CCaaS provider, being the first and only player to receive the ISO 22301 certification in the industry.

4 Key Criteria To Evaluate Your Software Vendors Security Posture

Security Checklist

This security checklist aims to help leaders in IT evaluate their current state of security and consider where to make strategic improvements to continue meeting the high security standards required for a contact center’s workforce and throughout a security-focused organization.

What do these certifications mean?

Protect, respond and recover are the keys to contact center security and resiliency. At Talkdesk, this means that after a careful business impact analysis and a risk assessment where we assess possible threats to your customer support systems, strategies and solutions are identified based on the ability to:

  1. meet client expectations
  2. follow regulations
  3. protect Talkdesk critical activities and assets
  4. reduce the likelihood of a security incident  or disruption and
  5. shorten the period and limit the impact of the disruption to the Talkdesk product

All of our solutions and strategies are subject to continuous improvement and adapted to meet new requirements and to address new risks.

The ISO 27001 certification specifies the requirements for an Information Security Management System (ISMS) to ensure confidentiality, integrity and availability of information and its systems based on a risk management approach. ISO 22301, on the other hand, provides an operational framework for companies to establish, implement, maintain and continually improve a Business Continuity Management System (BCMS) to protect its critical operations against disruptive incidents or recover after such incidents.

Talkdesk has further extended the scope of these certifications to its customer support service, ensuring that all enterprises using its cloud contact center have the necessary reliability, security and assistance in the CCaaS industry.

The achievement of these certifications is obtained through external audits that represent the independent attestation that Talkdesk has effectively implemented and maintained security standards. This rigorous process is mainly supported by:

  1. a continuous improvement and verification methodology
  2. the implementation and monitoring of security controls that were defined based on a previous risk and business impact analysis
  3. the preparation and training of response teams but also planning and testing robust response and recovery procedures.

Talkdesk’s structured approach to security and innovative spirit is what sets it apart to provide a reliable, flexible and scalable product, as well as round-the-clock expert support. Talkdesk cloud solutions are backed by the industry’s most comprehensive set of security standards and certifications such as ISO27001, SOC2, SOC3 and PCI-DSS level 1, HIPAA and GDPR compliance. Backed by the industry’s first 100% SLA, Talkdesk provides the confidence for enterprises to never miss a beat in customer support.


Edgar Pimenta

Edgar is Information Security Director at Talkdesk and a Security and Privacy enthusiast with a strong mindset for processes. When he is not working, you can probably find him sailing and hanging out with family and friends.