ISO 27001 is a worldwide standard for information security management that establishes guidelines for companies of all sizes to meet in terms of implementing, maintaining, and adapting a information security management system.
Meeting the compliance requirements means that a business or company has the systems in place for proper risk management and data protection for all data that passes through the company, and that the company follows the best practices for data security to a high standard.
When a company develops a proper information security management system ISMS, the company can register for ISO certification through an accredited certification body, which will carry out an audit to test the ISMS to ensure that the requirements are met.
This certification body is accredited by an international organization for standardization for ISO 27001. Once the certification is given out, your company is officially ISO certified.
Contact centers, especially ones in many customer-facing industries, handle data on a consistent basis. A lot of this also includes sensitive information, such as customer data, payment information, personal information, and more. This means that security controls and security policies are a necessity for your business to safeguard your customers and business integrity.
Because of this, Having ISO 27001:2013 certification is a great way for your business to ensure that it has the right security policies and security programs in place to remove vulnerabilities in your information security management systems. This means a minimization of security risks to customer’s personal information and other sensitive data.
Your contact center software needs to fulfill various cybersecurity necessities in order to achieve ISO 27001 certification. The service provider needs to:
There are many different kinds of compliance software and security standards that companies should have in their call center software depending on their industry standards, their call center’s functionality, or their geographic location. Here is a graphic of the other compliance standards your contact center may need:
Compliance Type | Purpose | When to Use This Dialer |
| ISO 27001 | International Standard for Information Security Programs in a Business | Establishment of security objectives with plans to achieve them. Should be measurable, achievable, relevant, and align with business objectives. |
| PCI DSS | Security Standard for Payment Information Protection | Comprehensive data encryption, regular evaluation of risk and risk assessments, constant rescanning, and advanced access management. |
| SOC 2 | Standard Regulation for Customer Data Management | 24/7 Availability, Password Protection, Data Encryption, Processing Integrity |
| TCPA | Protection of Customers from Unsolicited Outbound Calls | Integrations with DNC lists, Separate Dialing Servers, Outbound Dialing Metrics, and Expiration Records. |
| HIPAA | Protection of Sensitive Patient Information for Healthcare Industries | Separation of Functions, Password Protection, Data Encryption, Audit Record, Secured Data Storage |
| GDPR | European Security Protocols for Customer Information Management | Manual Content Deletion, Record Management, Document Processing, Security Management Data |
PCI DSS stands for Payment Card Industry Data Security Standard. PCI DSS is a necessity for companies that accept, process, and transfer credit card information. A secure environment is critical to ensure that card payments are kept secure from unauthorized access.
Bright Pattern is fully PCI compliant and has the necessary security features to ensure that payment information is stored and transmitted securely, including comprehensive evaluations, comprehensive encryption, proactive risk assessment, and secured data centers.
HIPAA stands for the Health Insurance Portability and Accountability Act. This regulation is for the purpose of maintaining the privacy of patients and their protected health information, or PHI.
Bright Pattern is HIPAA compliant and has many features to ensure that protected health information is protected from unauthorized access. Bright Pattern utilizes access control, advanced encryption, comprehensive audit records, and more.
Bright Pattern is compliant for all major security standards, including SOC 2, TCPA, HIPAA, GDPR, PCI, ISO 27001, and more. Bright Pattern is based on the cloud in secure data servers, meaning the software, its features, and critical security information is protected. Encryption is heavily used, as well as access controls, password protections, constant audits, and more.
Bright Pattern ensures that both company’s and their customers are secure from security risks and vulnerabilities.
Bright Pattern’s omnichannel contact center software is a cloud contact center that delivers powerful CX software to your business to help agents deliver personalized interactions to customers on all communication channels, including digital and traditional channels.
Being a phone system that is cloud hosted means Bright Pattern’s virtual call center software can easily deliver powerful CX solutions for a cost effective price. Call center agents can get access to a fully-capable call center platform that ensures high customer satisfaction with every interaction at a reasonable price.
Bright Pattern’s software supports channels such as:
Bright Pattern supports easy integrations with many pieces of third-party technology through plug-and-play APIs. This includes comprehensive CRM systems. This also includes artificial intelligence, which can help with tasks such as speech and text analytics, agent assist, and quality management solutions.
Bright Pattern also has the tools needed to run an efficient inbound calls center and outbound call center. This includes efficient interactive voice response IVR systems to automate self-service and effective predictive dialer capabilities. These tools can improve call center metrics, reduce the redundancy of tasks, and improve the cusotmer experience.
Bright Pattern has a natively-built omnichannel quality management system, called Omni QM. Omni QM allows agents to review 100% of all interaction on every channel. Bright Pattern also keeps activity records and call recordings within its quality management systems, ensuring that supervisors get a birds-eye view of what is happening in the call center in real-time.
Finally, Bright Pattern’s software follows many security and compliance guidelines to ensure call center security. Bright Pattern is certified for SOC 2, GDPR, HIPAA, TCPA, ISO 27001, and PCI.
