Contact centre security & risk management
CX security & risk management
Your customers rely on you to secure their data, and your business integrity depends upon it. Bad actors are always looking for creative ways to get at the personal data of your customers. Our security philosophy is about protecting your customers and your business. It means working with partners such as Foundever that are as committed to data security as you are.
Security at Foundever is not about the acronyms of PCI, HIPAA, SOX, etc. It’s about our deeply held belief in providing real security that goes beyond compliance to provide the needed trust in every customer experience (CX).
End-to-end security built with your business in mind
Foundever puts security at the centre of everything we do. As a digital-first organisation, we apply risk management principles for enterprise-wide protection that extends to our clients and their customers. Applying our security philosophy, we engineer security solutions into the core of what we do to protect our clients and their customers. We rely on stringent security operations to respond quickly whenever and wherever we’re needed.
Security and data privacy are critical for your business and customers. You need fraud prevention measures that ensure the privacy of your customer data and compliance for statutory and regulatory requirements.
Foundever maintains industry standard security assurance certifications including:
- ISO 27001:2013 and ISO 27002:2013
- PCI Certification/Compliance/PCI-DSS v3.x
- SOC Type 1 and 2 Certifications
“As the customer service industry continues its rapid evolution – from digital innovation to digital disruption – personalisation, privacy and security are of critical importance for brands around the world. Foundever is well-aligned with current industry trends and continues to invest in innovative and fully compliant, end-to-end security practices throughout its global operations.”
CX security & risk management
The Foundever Security team is continually improving its skills to stay up to date on the latest technology. The below certifications are just a few of the many certifications held by our team of highly competent security professionals.
170,000 trained people actively securing your data
When it comes to data security, your protocols, systems and tools are only as strong as the weakest link. Our approach to risk and security management begins with our 170,000 associates around the globe. Each and every one of our people are responsible for prioritising your data security.
- Recurring mandatory security training for every associate; approximately 75,000 hours of training completed in 2022
- Random and recurring fake phishing emails testing associate awareness and adherence to protocols
- Annual reviews by third-party assessors
Business Information Security Office
Our unique Business Information Security program is available to all customers and designed to build partnerships with our clients’ security teams through best-practice sharing including security, privacy and fraud management. As we work across a number of business verticals, we’re able to identify common threats and best practices to both your care and security organisations.
Secure cloud–based contact centre solutions
Foundever adheres to the ISO 27001 security international standard globally and is third party certified in a number of locations. ISO 27001 is a globally recognised framework for managing a business’s security responsibilities.
Our routine security measures include:
- High availability firewalls synchronised to prevent points of failure
- Anti-virus and malware protection
- Endpoint detection and response
- Comprehensive vulnerability management/patching program
- Cyber threat intelligence program
- Encrypted file systems
- Multi-factor authentication (MFA)
- Transport encryption security protocols
- Physical access controls
- Change control processes
- Password security protocols, including implementation of “strong” passwords
- Dedicated security engineering and operations teams working 24/7 globally
Benefit from the future of security & risk management today
We make a point of reviewing the threat landscape regularly to adjust for new realities. Our security engineering teams are in a constant search for technologies that thwart security and fraud incidents to protect you and your customers.
As one example, Foundever uses speech and text analytics to identify contacts at a high risk of being fraudulent, while geolocation solutions are used to identify customers making contact from unexpected locations, prompting agents to ask additional security questions or routing calls to teams trained to effectively manage high-risk contacts. Speech and text analytics are also used to ensure agents are not asking for unnecessary personal information.