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Home → Unified Communications → Top 5 Reasons to Invest in UCaaS Security
Strategies in 2022
TOP 5 REASONS TO INVEST IN UCAAS SECURITY STRATEGIES IN 2022
Rebekah Carter
--------------------------------------------------------------------------------
Why All UCaaS Investments Should Prioritise Security
November 29, 2022
Insights
As the communication landscape continues to evolve at an incredible rate,
Unified Communications as a Service has emerged as one of the most valuable
investments for brands. At present, the market for UCaaS is accelerating towards
an expected value of $69.93 billion by 2028.
With UCaaS, companies have a unique opportunity to combine and align the various
elements of their communication stack into a single, synchronised environment.
This strategy can reduce technology costs, improve productivity levels, and pave
the way for a higher-quality customer experience. However, business leaders will
need to ensure they’re prioritising the right factors in their investment.
Having the right UCaaS solution in place today doesn’t just mean gaining access
to the correct tools and software. Business leaders also need to ensure their
end-to-end ecosystem is as secure as possible. After all, 85% of customers say
they’re more loyal to brands that safeguard and protect their information.
Here’s why UCaaS leaders should be consistently investing in security solutions
for any UCaaS implementation.
UCAAS INTRODUCES MULTIPLE TOOLS FOR COMMUNICATION
One of the biggest benefits of UCaaS is it allows companies to combine multiple
different modes of communication into a single application. With a UCaaS system,
businesses can connect video conferencing, messaging, SMS, and phone with email
and various other conversational tools. However, while this combined platform
can enhance productivity and business visibility, it also comes with multiple
security threats to consider.
Each form of communication comes with its own risks, from call fraud on phone
lines to the risk of “zoombombing” in video conferencing. Some organisations are
even implementing APIs and integrations to expand the functionality of their
UCaaS system. These tools have their own potential risks to consider, such as
problematic code or gaps in security.
Having a comprehensive security strategy in place is the only way to make sure
conversations remain secure across every channel as the business network
continues to evolve. If even one part of the UC system isn’t secure, the rest of
the cloud environment could also be at risk.
THE RISE OF REMOTE AND HYBRID WORK
In the last couple of years, remote and hybrid work practices have grown
increasingly commonplace. While flexible working strategies deliver a host of
benefits, from improved engagement and productivity to better work-life balance,
they also pose a security threat. In the last 12 months alone, 39% of UK
businesses reported some form of cyber-attack. What’s more, criminals are
increasingly taking advantage of the vulnerabilities posed by hybrid and remote
work.
Employees from outside of the office can easily log into insecure networks and
put data at risk. Many have also been exposed to increasing instances of
phishing and social engineering in recent years. As the transition to flexible
work continues, companies allowing their teams to work outside of the office
will need to ensure their employees remain secure.
This will mean investing more heavily in access control technology to ensure
only certain people can access specific files. It may also involve looking at
concepts like multi-factor authentication and employee training for secure
business practices.
IMPROVING CUSTOMER EXPERIENCES
Customer expectations have evolved significantly in the last few years. Today’s
consumers expect their interactions with companies to be personalised,
streamlined, and secure. Indeed, 53% of customers have suggested a business
being the victim of a data breach was a reason for them to abandon their
relationship with the brand. Implementing the correct UCaaS security strategy
ensures businesses can adhere to the expectations of today’s customers.
With an end-to-end security strategy implemented into the UCaaS environment,
companies can demonstrate their commitment to keeping data safe and protected.
Companies complying with specific standards like SOC 2 Type 2 certification are
more likely to attract customers in search of high levels of security and
privacy.
Even sharing information about security policies with clients can increase
opportunities for conversions and improve customer loyalty. Today’s clients will
expect all companies they work with to monitor conversations for signs of
potential breaches consistently, and have strong policies in place for keeping
data secure.
COMPLYING WITH EVOLVING STANDARDS
Consumers aren’t the only groups with evolving standards in the communication
landscape. As concerns about data privacy and protection continue to grow, new
regulatory and federal statutes are being rolled out consistently to address how
businesses manage data. The recent passage of regulations like GDPR and CCPA
indicates we’re on a path towards continued data privacy developments in the
years ahead.
All organisations interacting with clients, partners, and colleagues through
UCaaS systems will need to ensure their strategies comply with the latest
expectations. Certain organisations will also require additional safety measures
in place for managing specific pieces of data. For instance, those dealing with
payments will need to be compliant with PCI DSS, while healthcare brands should
consider the guidelines of HIPAA.
Implementing a security strategy which includes everything from end-to-end
encryption to multi-factor authentication and access controls should ensure
companies can reduce the risk of falling victim to regulatory issues. For some
companies, it may be necessary to work with vendors who can offer specific
security services for their industry.
HANDLING EVOLVING THREATS
Finally, though the evolution of technology in the communication industry in
recent years has delivered countless benefits to companies, it has also allowed
for the development of new threats and concerns. Call fraud and phishing scams
have increased significantly in recent years, particularly among criminals
attempting to take advantage of people during the pandemic.
The development of “deep fakes”, and AI systems for criminal activities is also
on the rise. Companies in the UCaaS landscape planning on taking advantage of
new technologies, like XR, IoT, and the Metaverse, will have a wider range of
potential threats to think about in the years ahead. Each of these new
technologies presents possible challenges with managing and preserving data.
To stay ahead of the evolving threat landscape, every business must ensure it
has the right UCaaS security strategy in place. Implementing the right
protections now should make it easier to adapt and update security standards as
risks continue to evolve.
Customer Experience Compliance Future of Work Security Remote Working Hybrid
Work
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