The influx of digital innovations within the customer service and experience space in recent times has led to a significant increase in the amount of data being captured by CCaaS vendors.
The growing role of AI within the sector has added fuel to this data fire, particularly since the arrival of conversational and generative AI (GenAI).
While the tech has undoubted benefits, it also opens contact centers up to new risks. To paraphrase legendary rapper Notorious B.I.G: more data, more problems.
Enterprise tech firms like HubSpot, Twilio, and Zendesk are just some of the names to have fallen victim to apparent security breaches in the past 12 months.
Moreover, not only is AI making contact centers more desirable targets for hackers, but it is also helping to equip said hackers with more sophisticated toolkits.
Earlier this year, OpenAI decided against releasing its GenAI-powered voice cloning tool for fear that it might be used by bad actors to bypass voice-based authentication systems.
These concerns were also echoed in a report by audio traffic monitoring expert Pindrop, which claimed that hackers were using AI-powered audio deepfakes to target contact centers.
In short, contact center security has never been more critical, which is why companies like SequenceShift have never been more valuable.
At a time when hackers and bad actors have Tony Stark-esque weapons at their disposal, contact centers’ defenses must be just as robust.
SequenceShift is a phone payment solution provider for Amazon Connect that specializes in security and Payment Card Industry (PCI) compliance.
The company’s Amazon-Connect-Ready platform ensures customer data is protected throughout the entirety of the payment journey.
In discussing how the company provides users with a secure, PCI-compliant service, Dmitri Muntean, Managing Director at SequenceShift, commented:
“We act as an intermediary. Using an integration to Amazon Connect, we securely capture data from the customer, pass it directly to their payment processor, and handle the compliance burden.”
“This limits the customer’s compliance scope to a few controls – like maintaining security policies and unique passwords – out of hundreds outlined in the PCI standards.”
Indeed, PCI compliance is actually designed to secure customer data against breaches.
But what are the other benefits of deploying a secure payment solution provider like SequenceShift?
For more information about precisely how SequenceShift’s payment handling software works and to find out more about PCI-compliance, check out this article today: Meet SequenceShift, the Unsung Hero Helping Amazon Connect Users Protect Their Customer Data.
A Trusting Customer is a Happy Customer
Outside of the obvious negatives associated with being subject to a data breach, such as reputational damage and accruing fines, hacks also erode customer trust.
