With security being among the top two concerns about moving mission-critical enterprise contact centers to the cloud, it is imperative that decision makers understand that just being able to have an intelligent discussion with cloud providers is not enough.

Identifying the right contact center provider that can be a trusted partner also requires adjusting security-related questions in the RFI. With that in mind, at the end of this paper is a list of recommended questions for an RFI.
This white paper provides contact center decision makers and influencers with the information they need to have an intelligent discussion with a cloud contact center provider’s security experts.

Recommended Security Questions for a Cloud Contact Center RFI

Key Takeaways

  • Questions to ask on topics across multiple layers of security:
    • Physical
    • Network
    • Platform
    • Application
    • Data
    • People
  • Questions about security industry involvement, including certifications
  • A list of questions to include in an RFI
  • Ideal answers to each question

Contact Center Security in the Cloud: Questions to Ask & Answers to Expect

Sneak Peek

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Industry Security Certifications and Memberships

Any cloud contact center provider committed to providing the best security for its customers should be actively participating in industry security programs and initiatives. Ideally the security staff and its leaders are doing more than just paying membership dues, but they should be actively engaged and making sure their voices are heard throughout the security industry. This includes authoring a number of industry security and risk white papers, chairing committees, speaking at conferences, and authoring articles for publication in security press.

INQUIRE ABOUT: When talking to a cloud provider, ask to see articles penned by members of the security team. Accreditations that you should ask about include:

  • CISA – Certified Information Systems, ISACA
  • CCSP Cisco Certified Security Profession, Cisco
  • CISSP Certified Information and Systems Security Professional, ISC2
  • CFE – Certified Fraud Examiner, Association of Certified Fraud Examiners
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