On May 27, Adidas confirmed that it suffered a consumer data breach due to a security failure at a third-party customer service provider. The case reignited concerns about the risks of lack of control and traceability in business communication channels, especially in cloud telephony and digital customer service systems. According to experts from VIP Solutions, a leader in CRM-integrated telephony, security in these systems depends directly on the data governance adopted by companies, not just the technology used.

With the advancement of digitalization and increased use of cloud telephony, the need to protect information transmitted through these systems also grows. Sensitive customer data, negotiations, and strategic information are transmitted daily through phone calls and WhatsApp interactions, placing data security and governance at the heart of companies’ technological decisions.

According to VIP Solutions, a company specializing in CRM-integrated telephony solutions, a secure system depends not only on cloud infrastructure but also on how it is managed, monitored, and integrated with the rest of the company’s processes. ‘Today, cloud telephony is a strategic business channel. Therefore, it’s not enough to function—it must function with security and traceability,’ says Kathia Alves, CEO of VIP Solutions.

Among the main risks for companies that fail to implement security and governance criteria in their customer service systems are:

• Customer data leaks;
• Call recordings without access control;
  
• Failures in service traceability;
  
• Inadequate data storage;
  
• Exposure to cyberattacks through vulnerabilities in integrated systems.
  

‘Companies with active and receptive customer service that use different tools without centralized control face serious risks. This not only harms the customer experience but also opens doors to security failures,’ explains Kathia Alves.

VIP Solutions argues that security starts with governance, and for this, companies must 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;
  
• Track service history with traceability;
  
• Store recordings on secure servers;
  
• Allow setting user-based access permissions;
  
• Provide management reports and performance indicators.
  

‘By unifying telephony into a manageable system, companies gain both efficiency and security,’ states the CEO of VIP Solutions.

Another critical point is compliance with the General Data Protection Law (LGPD). Much of the data collected via phone or WhatsApp is considered sensitive and therefore requires clear policies for collection, storage, and deletion. With well-structured cloud systems, companies can maintain control and avoid fines or reputational damage.