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How To Protect Call Center Data From Hackers - Finnegan Pierson - ContactCenterWorld.com Blog

How To Protect Call Center Data From Hackers

Technology is an incredible thing, consisting of a variety of branches of devices that can improve your business in just as many ways. However, the increased reliance on tech in the modern commercial landscape opens businesses up to a variety of logistical problems, as well. Most notably, businesses often house the private information of their clientele, and that presents a juicy target for hackers. In a call center, for example, a variety of information would be available for each customer and many potential customers, so protecting against the illicit acquisition of that data by hackers is essential. Here’s what you need to know.

E-commerce

One of the biggest data security hurdles in modern business is e-commerce. The benefits for both consumers and businesses that e-commerce provides are unquestionable, and it’s practically a mandatory part of any business model in most industries for that reason. However, it is the primary reason that many industries have access to such a wealth of information that could be valuable to bad actors. Names, addresses, and credit card numbers belonging to your clientele will be a daily reality for your servers, and protecting that information is half the battle for your company, because that kind of information is a major reason that businesses are targeted by hackers to begin with.

Encryption and Decryption

This starts with protecting your website, because a company’s website is the foundation of much of e-commerce. Doing so is relatively simple, even if it’s a bit counterintuitive. Simply put, your website will need SSL certification. What is SSL? It’s a type of encryption and decryption, a fundamental cybersecurity feature that is surprisingly absent from the internet’s underlying framework, HTTP. Without encryption, the data trafficking through your website, both to and from your network, can be intercepted by hackers, leading to infiltrations of the network and theft of your data, as well as that of your customers. Unsecure websites, which can be spotted by “http” URLs, are prone to becoming hotbeds of malware and data leaks, while their secure “https” counterparts are generally safe for consumer use. Gaining this additional layer of security for your company’s website is as simple as paying a small fee for encryption certification.

API Security

On the other hand, e-commerce apps are accounting for an increasing percentage of sales in recent years, and they require their own precautions. These apps are quick and cost effective to produce, but that comes at a cost. APIs allow businesses to develop an app in a shorter time frame for a lower price than hiring a professional software development firm to build something from scratch, but this means that your app will inherit any weaknesses present in the API. This can lead to zero day exploits that can cause major damage to your company and, more important, any customers that have interacted with your services. API security is a necessary investment when it comes to e-commerce for this reason. Simply put, APIs are publicly available products, just as accessible to hackers as they are to businesses, and bad actors can use them to find secret weaknesses in the code that can be deployed to infiltrate businesses.

Network Security

It’s also important to protect your business from its foundation, so network security is incredibly important. This begins with a suite of software that can provide automated cybersecurity measures such as intrusion detection and prevention, as well as DDoS prevention. However, network traffic monitoring is just as crucial, and it’s the result of both specialized software and the keen eye of a trained cybersecurity or IT specialist. By observing the actions attributed to a certain IP address, suspicious activity can be attached to a static ID. This means that a problematic user can be stopped before a proper cyberattack even begins. On the other hand, more advanced threats such as DDoS attacks (distributed denial of service) require equally advanced software solutions, because these attacks involve interactions with your network that are more rapid than would be possible for human beings to counteract in any meaningful way.

Publish Date: August 3, 2021 6:54 PM

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