Data backup is the process of regularly and systematically copying and storing critical customer and operational data to protect it from loss, corruption, or damage. Data backups are an essential component of data management and disaster recovery planning for contact centers.
When it comes to data backups in the contact center there are a lot of things at play. Contact centers handle various types of data, including customer records, call recordings, chat transcripts, email correspondence, and performance metrics. All of these data types should be included in the backup process. Data backup should occur at regular intervals to ensure that recent data is protected. The frequency of backups may vary based on the criticality of the data, with some organizations performing backups daily or even in real-time. Backup methods can include full backups, incremental backups, and differential backups. Each method has its advantages and is used based on specific requirements.
More Data Backup Resources for Call & Contact Centers
Cloud-based CRM solutions, such as the LiveVox Unified CRM, store customer data securely in a cloud environment. With dedicated security teams and numerous certifications such as PCI DSS and SOC 2, LiveVox’s level of cloud security is far above what a call center would have with on-site servers.
Expansion and growth also poses a risk to security if servers need to be relocated. Fragile hard drives with mountains of data can risk accidents that cause hardware malfunctions. Customer data can be vulnerable when a company needs to move. If someone steals or accidentally takes a hard drive, they may have access to sensitive customer information.
Hard drives can also be easily misplaced amongst other drives and equipment. Scalability is much less risky on a cloud-based platform since everything is done virtually. Data recovery, particularly at LiveVox, provides reliable data backup. A cloud-based CRM provides customers peace of mind knowing that their personal data is safe.
While you may not be able to install a firewall at your desk, you can still make sure that the security of your cloud-based phone system is up to snuff. If a provider tells you that they’ve got everything covered, they’re either lying or incompetent—and neither are good options. Cloud security is an ongoing process between the customer and provider; both parties must take responsibility for their own part in making sure that their data and systems remain secure.
A cloud provider needs to provide a secure environment with strong encryption protocols and firewalls in place that prevent malicious activity from reaching its servers. Customers then need to be aware of their own responsibilities during the transition phase when old equipment has been replaced but new hardware hasn’t yet arrived onsite (if applicable), including ensuring proper data backups are being made by IT staff during this time period so nothing gets lost due to equipment failures or user error (e.g., accidentally deleting files).
Cloud-based solutions are a powerful tool for contact centers of all sizes. It’s a flexible solution that can be used by organizations at various stages of growth, and it offers a range of features and functionalities to support different workflows.
In addition to lowering costs and increasing agility, security is a critical aspect of the public cloud that is especially important for industries tasked with protecting customer data and offering round-the-clock service and reliability. Cloud service providers implement robust security measures to protect data and ensure the confidentiality, integrity, and availability of resources. This includes data encryption, multi-factor authentication, regular security audits, and compliance certifications, such as GDPR, HIPAA, and PCI-DSS, to meet stringent industry and regulatory requirements.
Cloud service providers also offer advanced monitoring, logging, and alerting capabilities, allowing businesses to proactively detect and respond to security threats in real-time. Additionally, the public cloud provides built-in disaster recovery and data backup features, ensuring data durability and availability in the event of a hardware failure or natural disaster. This eliminates the need for businesses to invest in separate disaster recovery solutions, saving costs and simplifying their overall security strategy.