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Data Security in Wolkvox Cloud Contact Center

At Wolkvox, safeguarding the security and trust of your cloud-based Contact Center is our utmost priority. Rest assured that your customers' and company's data is protected through top-tier third-party certifications and rigorous regulatory compliance, guaranteeing privacy and data security across various industries and locations.

 

Cloud Security, Always in Control

Wolkvox Cloud Contact Center is your ally for unlimited security, 24 hours a day, 7 days a week. Forget the worries and enjoy peace of mind with complete protection for your customer data.

  • Data Security

    Your data is safeguarded at all times, both at rest and in transit, with state-of-the-art encryption and security best practices. We keep internal threats and data breaches at bay through additional measures and comprehensive controls

  • Continuous Monitoring

    Our Network Intrusion Detection System (NIDS) continuously monitors for potential threats, proactively protecting your information against unwanted intrusions.

  • Adaptive Security

    We employ adaptive firewalls that learn and adjust in real-time, while two-step authentication ensures a double layer of protection for your sensitive information.

    Shared Responsability Matrix

    Wolkvox Cloud Contact Center is your ally for unlimited security, 24 hours a day, 7 days a week. Forget the worries and enjoy peace of mind with complete protection for your customer data.
    • Objective

      To ensure appropriate conditions regarding information security in the context of the services provided by Wolkvox, outlining the responsibilities and scope of both the service provider (Wolkvox) and each of our clients.

      Client Responsibilities in Relation to Information Security

      • Customer Data: Obfuscate test data, databases for campaigns, user data, etc.
      • Platforms and Applications: Manage access and identity.
      • Configuration and Operation of Information Systems, Networks, and Firewall: Availability and performance.
      • Customer Data, Encryption, and Authentication: Ensure compatibility in the client station with Wolkvox and antivirus solutions.
      • Network Traffic Protection: Encryption, integrity control, and authentication.

      Wolkvox Responsibilities in Relation to Information Security

      • Wolkvox Software: Secure software product.
      • Third-Party Integrated Solutions: Platforms, applications, access management in operational processes.
      • Google Cloud Platform (GCP): Information security standards and certifications.
      • Servers and Storage: Access control, encryption, and availability.
      • Databases: Authentication, encryption, and integrity.
      • GCP Networks: Firewall access control and availability.
      • Physical and Logical Security: Access control, authentication, integrity, and firewall.
      • Global Hardware/Infrastructure: Data centers, regions, zones, and countries.
    • Scope
      To define Wolkvox's responsibilities in service delivery and the client's responsibilities in using our products, ensuring the confidentiality, integrity, and availability of information.
    • Document Responsibility
      The process is overseen by the Risk Leader in Information Security and Continuity.
    • General Description of the Matrix
      The following model defines the responsibilities in maintaining the confidentiality, integrity, and availability of the information assets that integrate and support the business development contracted by the client. This will allow both parties (Wolkvox and the client) to clearly identify the scope and responsibilities in the comprehensive management of shared information for the operation, enabling the identification and treatment of risks, and the establishment and monitoring of necessary controls to ensure the security of operations.
    • Client Responsibilities in Operating Wolkvox Solutions
      1. Clients must assume and maintain control over the base data for managing interactions in the Wolkvox solution. Since the client has autonomy in uploading, maintaining, and managing databases within the solutions, they must establish appropriate access controls using the administrative role definitions provided by the tool. They should also clearly define final disposition actions when a database will no longer be used for operational purposes. We reiterate the client’s commitment to applying and ensuring preventive and protective measures on test data by obfuscating it so that it is not possible to identify individuals and that such data is not real.

        As Wolkvox solutions are accessed from software installed on the computers of agents/supervisors, the client is responsible for assigning usernames and passwords to each user on the platform, allowing access and interaction traces to be established in the tools. Additionally, the option to integrate with an active directory via Single Sign-On (SSO) can be enabled to facilitate the management of active users.

        It is the client’s responsibility to secure access to the cloud, considering the necessary bandwidth (according to minimum requirements) and establishing encrypted sessions for secure voice and data transmission when risk assessments in their operations deem it necessary. Likewise, controls must be established for access from the corporate network using the defined perimeter security devices.

        The integrity, availability, and confidentiality of information in the users' workstations on the platform are the client's responsibility, ensuring encryption measures and control over possible information leakage through IT means or operational control evasion actions.

        Identify and manage potential performance issues with Wolkvox components installed on client stations due to incompatibilities or inadequate configurations of antivirus solutions.

      2. Inform Wolkvox in writing about the classification and treatment measures (including final disposition) required for the information assets provided, uploaded, and/or used in the Wolkvox solution or sent to company staff, allowing Wolkvox to implement the necessary treatment and disposition measures.
    • Wolkvox Responsibilities in Operating the Offered Solutions
      1. Wolkvox is responsible for offering products under secure development practices to minimize or eliminate the possibility of vulnerabilities being intentionally inserted during the product's development.
      2. Periodically perform security audits and control measures to proactively detect vulnerabilities in the products (both proprietary and third-party offered by Wolkvox) and quickly implement remediation measures to reduce or eliminate the identified risks.
      3. Respond to client requests regarding the execution of control activities and risk treatment actions when such risks may affect them.
      4. Perform vulnerability analyses and security audits on Wolkvox information assets under the client’s influence, so that the effectiveness of the current ISMS (Information Security Management System) can be demonstrated.
      5. Adequately manage incidents that may compromise information security through procedures that prevent, detect, analyze, contain, eradicate, recover, and communicate the occurrence of such incidents to relevant parties.
      6. Raise awareness among company personnel on policies, guidelines, procedures, best practices, duties, and responsibilities regarding information security.
      7. Identify and comply with the current regulations in the countries where Wolkvox operates with its clients or within its infrastructure, particularly those related to information security and data privacy.

    Commitment to Regulatory Compliance

    At Wolkvox, the security of your data is our top priority. We adhere to the highest industry compliance standards, from infrastructure to information management. Our data centers are certified and equipped with state-of-the-art physical and cloud security measures. Additionally, we implement multi-factor authentication, advanced data encryption, and continuous monitoring to protect your information. We also comply with key security protocols such as ISO/IEC 27001, GDPR, and PCI DSS as a service provider. With Wolkvox, you can be confident that your data is protected at all times, allowing you to focus on what really matters: growing your business.

    • Continuous Monitoring

      The security of your information is our top priority. To ensure this, we have implemented a Network Intrusion Detection System (NIDS) that continuously monitors our network for potential threats. This system works tirelessly, analyzing every data packet in real-time and detecting any suspicious activity. By doing so, we prevent unwanted intrusions and proactively protect your information.

    • Separation and Information Security

      Our virtualization architecture, designed with the highest logical security standards, isolates and protects each client's specific information. Additionally, we have implemented a granular permissions system that controls access to information, restricting use only to users with specific roles. With Wolkvox, you can be confident that your data is shielded from unauthorized access, thanks to our proactive approach and compliance with the strictest security standards. We provide you with maximum security and peace of mind, giving you full control over who can access your data.

    • Adaptive Security Devices

      • Adaptive Firewall: A smart shield that learns and adapts in real-time, blocking threats as they occur.
      • Two-Step Authentication: A double layer of security that protects your confidential information with multi-factor authentication.

      With this dual protection, you can rest assured that your information is safeguarded by the most advanced technologies on the market.

      Security + Adaptability + Compliance

      Wolkvox not only meets but surpasses modern security standards. With top-tier external certifications and strict regulatory compliance, we guarantee the privacy and protection of your data, regardless of your industry or location.

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      Agents connected every month
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      Million of Speech analytics secods every month

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      Millions of Videocalls every month

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      Millions of Voice minutes every month