Cloud based contact centers are servers that assist businesses in coordinating the customer experience through multiple routes. As businesses expand, the number of their support channels increases also. To respond to all customer requests rapidly and to optimize work productivity, a cloud contact center solution is here to help. Call center software relied solely on the telephone to resolve customer issues for many decades. Lately, social media has emerged as an important purchase decision for customer service. Call centers required a faster solution to respond to customer concerns as social customer care progressed into a public support platform. Not everyone, however, wants to dial in or wait on hold. As a result, a cloud-based contact center was created. Contact center agents address customer concerns and respond via phone, email, text, social media, and video using powerful tools. The main advantage of having a cloud-based contact center are minimizing costs and expenses while increasing return on investment (ROI), optimizing the customer experience, improving agent efficacy and efficiency, and empowering the employee.
Cloud Contact Center solutions guarantee important benefits to large organization because it helps them in meeting the challenges faced in communicating with their customers or clients. A Cloud Contact Center solution typically includes the following features: first, it combines multiple communication channels into a single system, allowing agents to communicate with customers via phone call, email, or instant messaging while keeping a standard history of all communications done. These records are highly detailed and include all the information regarding call waiting time, call duration, and others so that the responsible supervisor can optimize the contact center. Second, it requires sophisticated call routing, assisted by an auto-attendant and, in some cases, an interactive voice response (IVR), to make sure that customers communicate with a knowledgeable agent in the appropriate department as promptly as possible. In addition to the automated services it uses, such as auto-attendant and music-on-hold to minimize the number of employees needed to provide contact center service and to handle incoming calls until an agent becomes accessible.
Spectrum internet is a reputable internet service provider. Spectrum is ranked fifth in the list of the Best Internet Service Providers of 2022. Due to its ability in balancing cost and quality, Spectrum Internet is used in many organizations as a source of Internet and is needed in their cloud contact center. However, providing customers with a cloud-based platform that is secure and reliable can significantly enhance the experience.
Many methods are done to ensure safe work and protect customer data. First, data encryption to secure specific customer records, such as medical, credit card, or personal information. Second, updating technology (antiviruses, software, etc.) to ensure that systems and components are protected. In fact, organizations must stay ahead of hackers who are constantly testing systems for flaws that allow them to access data. Also, it is important to note that an organization’s risk of cyber-attack increases as more data is stored and more people have access to it, for this reason, reducing the number of people who have access to private data, and using system permission to control who can access what are a must to minimize the availability and the access to its sensitive content. In addition to the necessity of removing the employee’s access to accounts as soon as he leaves the organization.
On the other hand, organizations must train their employees so that they understand how easily hackers can steal customer data. In fact, employee training should focus on specific behaviors such as shredding personal information-containing documents and avoiding written notes lying around, and limiting the information sent to customers electronically. Also, the organization must adopt the” share the burden technique” where customer data security is the responsibility of everyone, including employees outside the call centers. They are all responsible for reporting suspicious behavior and denying entry to unauthorized hardware or software.
Data execution prevention
As we have seen till now, cloud contact centers use a variety of devices (computers, laptops, phones…) and a variety of software connected through the internet to meet the client’s needs.
Data Execution Prevention (DEP) is a security feature that can aid in the prevention of computer damage caused by viruses and other security threats. In order to attack devices, malicious programs can attempt to execute code from system memory locations reserved for authorized programs. These attacks can cause damage to the user’s programs and files. DEP can assist in the protection of the device by monitoring the programs to ensure that they use system memory safely. If DEP detects a program that is incorrectly using memory, it will close the program and notify the user directly.
Meeting the customer’s expectations and answering his concerns rapidly are needed to have an efficient contact center. However, keeping his information private is also important to gain his trust. The most important question to ask now is: For how long the organizations will remain able to offer effective and safe services at the same time?