When you dial into a call center, do you often find yourself wondering if you should give out your personal details: social security number, date of birth or address? If you are like me, you worry about these types of things all the time and with so many cases of identity theft being reported today, you should.
Data security is of paramount importance to anyone entrusted with customer data. Not only do they have the obligation to take care of sensitive data, but certain types of data are protected by regulation.
Now you can be sure that if the call center you are calling into is powered by 3CLogic that their solution is reliable, protected and secure. The 3CLogic application recently passed the Security review which was developed by Salesforce to assess the security posture of the application.
With the 3CLogic application running your call center services for inbound calling, there is no need to store any of your sensitive data within 3CLogic. Whenever a customer calls in, the 3CLogic client will show the customer’s information on a Salesforce screen opened within the 3CLogic client. For outbound dialing, we use tokenization (phone number and Salesforce ID) so you can keep the rest of your data in Salesforce securely. This means there is no personal information stored outside of Salesforce (or any CRM system) if you are using 3CLogic as your call center solution.
With data just in Salesforce you can leverage the security features of Salesforce which provide both strength and flexibility. However, protecting your data is a joint responsibility between you and salesforce.com. The security features in Salesforce enable you to empower your users to do their jobs efficiently, while also limiting exposure of data to the users that need to act upon it. Implement security controls that you think are appropriate for the sensitivity of your data. Your data is protected from unauthorized access from outside your company, and you should also safeguard it from inappropriate usage by your users.
Please do email me at firstname.lastname@example.org if you have any questions or comments.