On May 27, Adidas confirmed that it suffered a consumer data leak 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 at 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 support, placing data security and governance at the center of companies’ technological decisions.
According to VIP Solutions, a company specialized in CRM-integrated telephony solutions, a secure system doesn’t depend solely on cloud infrastructure, but 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 for it to work—it must work securely and with traceability,’ says Kathia Alves, CEO of VIP Solutions.
Among the main risks for companies that don’t treat customer service systems with security and governance criteria are:
- Customer data leaks;
- Call recordings without access control;
- Failures in service traceability;
- Inadequate data storage;
- Exposure to cyberattacks due to gaps in integrated systems.
‘Companies with active and passive customer service that use different tools to serve customers without any central 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 begins with governance, and for this, it’s 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;
- Control service history with traceability;
- Store recordings on secure servers;
- Allow defining access permissions per user;
- Provide managerial reports and performance indicators.
‘By unifying telephony into a manageable system, companies gain efficiency and security simultaneously,’ says 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, it’s possible to maintain this control and avoid fines or reputational damage.
