Information Security

Talkdesk celebrates Data Privacy Day wearing the new ISO 27701 badge

Laura Cerqueira

By Laura Cerqueira

0 min read

Data Privacy Day 2021

Talkdesk is first in CCaaS industry to own the new privacy information management certification extension from ISO

This year we have a shiny new badge to show for the commemoration of Data Privacy Day: Talkdesk has been recognized by the International Organization for Standardization (ISO) with the ISO 27701 certification. Talkdesk is the first company in the contact center as a service (CCaaS) space to implement this new certification for privacy management.

The ISO 27701 is an extension to ISO/IEC 27001 and ISO/IEC 27002 for Privacy Information Management System (PIMS) which is aligned with GDPR and answers to privacy principles such as openness and transparency and lawfulness and limitation of data collecting and processing.

ISO 27001 is one of the most well known and implemented security and privacy frameworks, providing requirements to establish an Information Security Management System (ISMS). The ISO 27001 enables Talkdesk to manage the security of assets, such as customer data, financial information, intellectual property, employee details or information entrusted by third parties.

Why are we implementing the new ISO 27701 standard?

At Talkdesk, we take security and privacy seriously and work every day to keep customer information safe. Information security and privacy is supported and encouraged at every level of the organization and seen as a competitive advantage. Everyone at Talkdesk has a role in protecting information.

Privacy laws and regulations mandate organizations to define and implement technical and organizational controls that ensure personal information is secure. Being certified for implementing structured privacy frameworks is crucial to ensure compliance with a rapidly changing technological and regulatory environment and its laws, constant regulation updates and evolving threats.

ISO 27701 and ISO 27001 are standard framework certifications that require organizations to protect information and—according to the foundational principle of accountability—be able to demonstrate at any time that they are compliant with international standards of security and privacy.

Talkdesk is already ISO27001 certified, showing its commitment to security, so embracing the new ISO27701 privacy framework extension was a natural and very important step for a data privacy driven organization like we are.

How are privacy and security related?

While security is focused on ensuring the confidentiality, integrity and availability of information and information systems, privacy addresses one’s right to control how and to what extent personal information is collected and processed.

This way, security and privacy teams should work together and follow the exact same frameworks. As an extension to ISO 27001, the ISO 27701 certification provides a set of security and privacy controls under the same language, using incident response plans to prevent data breaches and sharing the ultimate goal of meeting legal obligations and customer requirements.

Talkdesk sees security and privacy as symbiotic functions. The major advantages of an interdependent functional approach that combines security and privacy are:

  • Consistency and completeness of a security and privacy program.
  • Continuous improvement of privacy and security processes and controls.
  • A shared baseline of controls, that make it easier to monitor and improve the maturity level and effectiveness of the security and privacy implemented frameworks.
  • Better collaboration, creating synergies between teams that work together in the Information security and privacy programs.
  • Building customer trust and confidence.

Both security and privacy regulations require organizations to be responsible for protecting the information based on a risk-based approach.

Talkdesk is a member of the International Association of Privacy Professionals and joined the Data Privacy Day initiative, led in North America by the National Cyber Security Alliance (NCSA), a nonprofit, public-private partnership dedicated to promoting a safer, more secure and more trusted internet. Learn more about Talkdesk as a trusted partner.

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Laura Cerqueira

Laura Cerqueira

Laura Cerqueira has been working on compliance with information security standards and frameworks. Recently, she is targeting privacy compliance, helping Talkdesk to implement and manage a privacy program. She is jealous of her cat but can’t live without her.