Fully SOC 2 Compliant Virtual Contact Center Solution

What is SOC 2?

SOC 2 is an auditing procedure that ensures service providers are securely managing personal data of customers and store customer data in a way that protects company interests and client privacy. SOC 2 compliance means providing data security and best practices to ensure that confidential information is kept private. SOC 2 certification and following the trust service criteria (TSC) are basic requirements for any contact center software that handles sensitive information.

Bright Pattern is certified as a SOC compliant vendor. Review of Bright Pattern compliance was conducted by regulators in accordance with AT section 101, Attest Engagement (AICPA Professional Standards). Bright Pattern fulfills compliance requirements and has passed the compliance process.

Access Control

Role-based and password protection.

Full Availability

24/7 availability with no downtime.

Data Classification Policy

Define roles and responsibilities.

Secure Data Storage

Encryption of all forms of interaction.

Contact Center Software Designed for SOC 2 Compliance

24/7 Availability

Redundant systems and a comprehensive Business Continuity and IT Disaster Recovery program to ensure no downtime.

Password Protection

Password complexity rules, password encryption and masking, and account lock-out ensure safety of user accounts.

Comprehensive Data Encryption

Encryption of all data elements that are considered sensitive information. Regular internal scans to detect vulnerabilities.

Omnichannel Encryption

Encryption of all interactions, including voice recordings, screen recordings, email content, chat transcripts, etc.

Comprehensive Access Control

Limit access to authorized users based on privilege, and restrict access through unique user IDs, passwords, and access control lists.

Processing Integrity

Error-free and timely data processing to ensure fast and accurate data. Monitored through KPIs and other parameters.

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Additional Bright Pattern Features

How Bright Pattern Maintains SOC 2 Compliance

SOC 2, developed by the American Institute of Certified Public Accountants (AICPA or American Institute of CPAs), defines a criteria for managing customer data that are based on five “trust service principles”: security, availability, processing integrity, confidentiality, and privacy. Whether you’re a service organization, a software vendor, a government organization, or a business, it is crucial to follow these “trust principles” and pass the audit process to ensure information security and mitigation of security risk.

The SOC 2 security trust principle refers to protecting system resources against unauthorized access. Access control establishes security measures that prevent system abuse, theft of data, removal of data, tampering of data, and misuse of software. It examines physical and electronic forms of organization controls in use to ensure limited visibility to sensitive information and to mitigate the risk of security breaches and security risk.

Bright Pattern is committed to providing security to all clients and preventing unauthorized access. This is done through conducting risk assessment, testing the effectiveness of controls, and mitigating security risks. Here are the ways Bright Pattern supports security trust principles for SOC 2 Compliance:

  • Limiting Access to Backup Data to authorized users based on least privilege.
  • Enforcing password complexity requirements, session timeouts, and account lockouts in accordance with Company Password Policy.
  • Automated electronic alerts from monitoring tools depending on system performance and resource utilization
  • Administrative access to in-scope Corporate and Production systems is restricted to authorized personality based on the last privilege concept.
  • Access to corporate resources is restricted via unique user IDs, passwords, internal controls, and access control lists.
  • Documented Access Control Policy that defines user access maintenance, system security controls and procedures.

The SOC 2 availability trust principle refers to a system being available for operation and use as specified by a contract or Service Level Agreement (SLA).

As a SaaS provider, Bright Pattern is committed to providing software with high reliability that will not experience downtime for any period of time. Here are ways Bright Pattern supports availability for SOC 2 Compliance:

  • Redundant systems that ensure 24/7 availability
  • A comprehensive Business Continuity and IT Disaster Recovery program in the event of a disruptive incident.
  • Weekly backups of the system and data performed through an automated system with data being stored off-site in encrypted format.
  • Multi-location, geographic diversity in hosting strategy through our Active-Active infrastructure ensures 24/7 availability anywhere and anytime.

The SOC 2 processing integrity trust principle refers to the system processing being complete, accurate, timely, and authorized. Processing integrity ensures that data processing is error-free and done in a timely fashion within a service organization’s system. It provides peace of mind and assurance that the data is accurate. For businesses that offer financial or e-commerce transactions, audit trails, financial reports, and auditors should include details on controls designed to safeguard transactions.

Bright Pattern, as a provider of software that processes sensitive information and customers’ data, follows processing integrity through the following ways:

  • Processing capacity is monitored through KPIs and other parameters
  • Monitoring of processing capacity and other data is configured into the esystem.
  • Administrators of the system are alerted when the threshold is exceeded.
  • Full PCI DSS compliance, ensuring security in credit card transactions.

The SOC 2 confidentiality trust principle refers to data that is restricted to a specified set of persons or organizations and is protected according to policy agreement. Confidentiality ensures specific sets of client data are restricted to a specified set of persons within the entire organization and sensitive data is kept safe.

Bright Pattern, utilizing cloud services and handling client data, ensure confidentiality through the following ways:

  • Data Classification Policy that defines roles and responsibilities, classification guidelines, information handling requirements, and supporting procedures
  • Information designated as confidential are kept confidential through data masking in development or staging
  • Logical access to stored data is restricted by database administrators
  • Data is stored in encrypted format

The SOC 2 privacy principle refers to personal information that is collected, used, retained, disclosed, and destroyed in conformity with the commitments in the entity’s privacy notice and with criteria set forth in generally accepted privacy principles (GAPP). The privacy principle differs from the confidentiality principle through it’s safeguarding of personal information. Personal information can include name, social security number, address, and financial information.

Bright Pattern’s software provides privacy through the following:

  • Internal vulnerability scans performed on a quarterly basis and Penetration Tests completed annually.
  • Encryption when sending and receiving personal customer data, ensuring privacy.
  • Authentication requirements and configured authorization settings when attempting to access customer data

Bright Pattern, being a top provider of cloud contact center software, is committed to protecting sensitive information through the implementation of encryption, access controls, and 24/7 availability. Our contact center software implements features that make Bright Pattern SOC compliance in accordance with the purpose of SOC standards. Aside from SOC compliance, Bright Pattern is also PCI, GDPR, TCPA, and HIPAA compliant.

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