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Myths about Security Persist in Cloud Contact Center Solutions Marketplace

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Myths about Security Persist in Cloud Contact Center Solutions Marketplace

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December 14, 2015
By Tracey E. Schelmetic
TMCnet Contributor

Despite the promise of cloud contact center solutions today, surprisingly few organizations are actually making use of them in their customer support operations. Each year sees a new study in which a majority of contact centers are still using premise-based solutions. These same contact centers say they recognize the potential for a cloud-based solution, and they plan to get there “sometime soon.” It’s always something that’s just around the corner. So what’s behind the delays? Trying to squeeze a little more ROI out of an aging premise-based system? In ability to choose a vendor? Push-back from agents who don’t want to learn something new? Ignorance from the C-suite on the benefits a new solution will bring? While all of these things may play into the decision, it’s often the perception of security problems that stay companies’ hands. It’s a perception many cloud contact centers have had to jump hurdles to overcome.


It’s hard to blame companies for being nervous about the security of their customer data today. Each week bring the news of yet another customer data breach, some of which lead to catastrophic fallout: large companies like Target (News - Alert) and Home Depot still haven’t recovered from their losses of customer data. The feeling is that customer data is somehow “safer” when kept out of the cloud.

A survey conducted by the Cloud Industry Forum recently found that 70 percent of would-be cloud adopters cite security as the primary barrier to their implementation. The same study found that 61 percent of respondents believe cloud usage would undermine the privacy of their customers. The numbers remain stubbornly high from previous versions of the same survey: last year, the figures were 61 percent and 54 percent respectively. Despite the enterprise cloud software industry’s best efforts, many companies still aren’t “getting it.”

In a recent blog post, Aspect’s (News - Alert) Clare Angood listed some of the most common myths that surround cloud security and stand in the way of decision makers.

“One of the most common cloud security myths – and one that crops up in every industry – is the assumption that cloud solutions are inherently less secure than on-premise data centers,” she wrote. “In reality, most cloud providers massively outrank even the biggest enterprises in terms of the resources at their disposal to keep their facilities as secure and resilient as possible. And where an organization might see security as a cost center, cloud providers see it as key to their value proposition.”

In other words, security is likely a burden to a contact center that runs premise-based solutions, but to cloud contact center vendors, it’s a chance to stand out from the competition. Even cloud contact centers that offer multi-tenant solutions are nothing to be nervous about.

“Another industry-agnostic misconception is the idea that the shared nature of a cloud environment makes it simple for tenants in a single cloud to access each other’s data,” wrote Angood. “This isn’t the case – most of the time, virtual environments are isolated both from one another and the resources of their host machine.”

Today, there are a number of cloud contact center solutions providers as well as different delivery models and deployment options. Since these solutions can vary in functionality, flexibility and agility as well as security, be sure to make a list of your organization’s security requirements (how much control do you need over data? Do you require PCI (News - Alert) compliance?) before you go shopping for a solution. Once you do, however, chances are good that many vendors will not only be able to meet your security requirements, but exceed them. 




Edited by Maurice Nagle

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