On May 27, Adidas confirmed that they had experienced a data breach of consumers after a security flaw at a third-party customer service provider. The incident has raised concerns about the risks of lack of control and traceability in corporate communication channels, especially in cloud telephony and digital customer service systems. According to VIP Solutions experts, a leading provider of telephony integrated with CRM, security in these systems relies directly on the data governance adopted by companies, not just the technology used.
With the advancement of digitalization and the increased use of cloud telephony, the need to protect information exchanged through these systems also grows. Sensitive data of customers, negotiations, and strategic information are transmitted daily through phone calls and WhatsApp interactions, highlighting the importance of security and data governance in the technological decisions of businesses.
According to VIP Solutions, a company specializing in telephony solutions integrated with CRM, a secure system does not solely depend on cloud infrastructure, but on how it is managed, monitored, and integrated with the rest of the company’s processes. “Currently, cloud telephony is a strategic business channel. Therefore, it’s not enough for it to work; it needs to work securely and with traceability,” says Kathia Alves, CEO of VIP Solutions.
Among the main risks for companies that do not handle their customer service systems with security and governance criteria are:
- Client data breaches;
- Call recordings without access control;
- Failures in tracking customer interactions;
- Inadequate data storage;
- Exposure to cyber attacks through integrated systems breaches.
“Companies providing active and reactive customer support using different tools without any central control are at serious risks. This not only hampers the customer experience but also opens doors to security breaches,” explains Kathia Alves.
VIP Solutions advocates that security starts with governance, and for that, it’s necessary to know which channels are active, which data is being collected, and who has access to them. The company offers solutions that:
- Integrate all telephony (landline, mobile, and WhatsApp) into a single management panel;
- Monitor the history of interactions with traceability;
- Store recordings on secure servers;
- Allow defining access permissions by user;
- Provide managerial reports and performance indicators.
“By unifying telephony into a manageable system, the company gains efficiency and security simultaneously,” states the CEO of VIP Solutions.
Another critical aspect is compliance with the General Data Protection Law (LGPD). Many data collected via phone or WhatsApp is considered sensitive and hence requires clear policies on collection, storage, and deletion. With well-structured cloud systems, it’s possible to maintain this control and avoid fines or reputational damage.
