Announcing Talkdesk Guardian

How does an organization ensure its contact center addresses a growing number of security threats, both internal and external, in addition to meeting a series of data regulations that are growing just as quickly? They must adopt the mindset that it’s the responsibility of the entire company to proactively combat security threats. To do so, companies must equip their security and information technology (IT) teams with the appropriate tools.

Call center fraud, which usually takes advantage of records migration or lack of authentication to extort money from larger financial institutions, has skyrocketed by 350% between 2013 and 2019. In order for the contact center to maintain strong relationships, companies must guarantee the safety and protection of customer data.

According to a survey by Fortinet, 85% of chief information security officers view security issues related to digital transformation as having a significant effect on their companies. In 2018, Gartner predicted that 60% of digital businesses would suffer major service failures by 2020 due to the inability of security teams to manage digital risk.

These statistics show how investments in transformative technologies and strategies, such as a digital expansion, are meaningless if the organization cannot protect the business, its customers or other vital assets.