Security

Your security is one of our chief concerns. At inContact® we have implemented multiple levels of security to ensure your data is safe.

Few customer service organizations can afford carrier-grade facilities: physical security, fire control, backup power, systems and network redundancy, as well as a 24/7 network monitoring operating center. Because inContact applications are embedded in our national IP network, our application servers reside at carrier-grade facilities and are monitored and maintained by our network engineers.

We offer both network operating security and database security so that your customer information is kept secure. Along with redundant firewall protection, external IP network monitoring and enforcement of SOX compliance and PCI data security, we are doing our part to make sure you don’t have to worry.

What are the multiple levels of security?

Application Level Protection: inContact protects customer data by ensuring only authorized personnel can access the information. Role-based hierarchy is used to determine which users have access to which data. Data encryption is offered over SSL-based security standards and the inContact Technical Assistance Center (TAC) continually monitors applications for security violation attempts.

Facility Level Protection: inContact utilizes carrier-grade collocation facilities that include: biometric scanners, trap doors, electronic access badges and video surveillance to allow access to authorized personnel only.

Network Level Protection: To prevent malicious activity, the latest firewall protection is used in conjunction with intrusion detection systems and other proprietary security products. Third-party vulnerability assessments are performed on a regular basis.

How do I know my data is secure?

Our network operating centers function with 24/7 on-site and biometric securities. Through our IP backbone, our networking infrastructure connects our sites via bandwidth pipes that can be routed through a private connection. We also have state-of-the-art intrusion detection systems in place to keep our system safe from hackers.

What kind of monitoring do your network engineers do?

We monitor everything from our internal IP network and performance to our internal hardware. Our applications allow us to verify even the smallest business unit details. We also employ an external service that monitors availability of our critical network components from multiple points around the country. This helps us ensure that we are monitoring both the health of our systems and the usage data.

How is multi-tenancy part of the inContact SaaS infrastructure?

inContact customer data is kept in a multi-tenant environment. While we have multiple customers on the same hosted platform, data is completely protected because each customer functions in their own unique business unit.