On May 27th, Adidas confirmed that it experienced a data leak of consumers' information following a security breach in a third-party customer service provider. The case reignited the warning about the risks of lack of control and traceability in business communication channels, especially in cloud telephony systems and digital customer service. For specialists at VIP Solutions, a leader in integrated CRM telephony, security in these systems depends directly on the data governance adopted by companies, not just on the technology used.
With the advancement of digitalization and the increasing use of cloud telephony, the need to protect the information transmitted by these systems also grows. Sensitive client data, negotiations, and strategic information are transmitted daily through phone calls and WhatsApp interactions, placing data security and governance at the core of companies' technological decisions.
According to VIP Solutions, a company specialized in integrated CRM telephony solutions, a secure system depends not only on cloud infrastructure but also on how it is managed, monitored, and integrated with the company's other processes. "Today, cloud telephony is a strategic business channel. Therefore, it is not enough to just work; it must work securely and with traceability," says Kathia Alves, CEO of VIP Solutions.
Among the main risks for companies that do not treat customer service systems with security and governance criteria are:
- Customer data breach;
- Uncontrolled call recordings;
- Failures in service traceability;
- Inadequate data storage;
- Exposure to cyberattacks due to integrated system vulnerabilities.
Active and inbound service companies that use different tools to serve clients, without any central control, face serious risks. This, in addition to harming the customer experience, opens doors to security breaches, explains Kathia Alves.
VIP Solutions argues that security begins with governance, and for that, it is necessary to know which channels are active, what data is collected, and who has access to it. The company offers solutions that:
- Integrate all telephony (landline, mobile, and WhatsApp) into a single management dashboard;
- They control the service history with traceability;
- They store recordings on secure servers.
- Allow defining access permissions by user;
- They offer management reports and performance indicators.
"By unifying telephony into a manageable system, the company gains efficiency and security at the same time," says the CEO of VIP Solutions.
Another critical point is compliance with the General Data Protection Law (LGPD). Many data collected via phone or WhatsApp are considered sensitive and therefore require clear policies for collection, storage, and deletion. With well-structured cloud systems, it is possible to maintain this control and avoid fines or damage to reputation.
