With today’s contact centers serving as digital nerve centers for customer engagement, the security of every call, message, and transaction is paramount. Whether you’re processing payments, managing personal data, or simply identifying the caller on the other end of the line, compliance and security are not just operational concerns – they’re strategic imperatives.
Why Cloud Contact Center Security Matters
According to IBM’s 2023 Cost of a Data Breach Report, the average data breach costs organizations $4.45 million USD – an all-time high. In contact centers, breaches typically stem from weak authentication, insecure payment processing, or mishandled emergency response protocols. Regulatory requirements like PCI DSS, GDPR, and FCC E911 legislation now demand stricter data handling, caller validation, and real-time transparency.
With more agents working remotely and the rise in fraud attempts through social engineering and spoofing, contact centers need end-to-end, integrated solutions that go beyond just ticking compliance boxes. Contact centers are feeling the pressure to deliver proactive protection. Below is a chart highlighting the alarming rate of growth fraud costs affecting businesses worldwide.
Star Telecom offers a suite of powerful tools and partnerships that protect customer interactions at every step.
PCI DSS Compliance Across Every Channel
Credit card fraud remains a significant threat in contact centers. According to the Federal Trade Commission (FTC), there were over 390,000 reports of credit card fraud in the U.S. alone in 2023.
The PCI Payment Compliance solution is designed to eliminate sensitive data from your environment entirely. This dramatically reduces your PCI DSS scope. Whether payments are taken over phone, chat, SMS, email, or web, the card data never enters your network, ensuring true omnichannel security.
The Key Features/Benefits Are:
- Agent Assist: Customers enter card details using their keypad or voice without revealing data to agents.
- Digital: Secure payments across chat, SMS, email, and web – ideal for omnichannel support.
- IVR Payments: 24/7 self-service payment capabilities with secure DTMF and voice input.
These tools are proven to reduce average handle time by up to 66%, streamline PCI audits, and boost customer trust through transparency and security.
Learn more about PCI Compliance with Star Telecom
E911 Compliance: Keeping People Safe While Meeting the Law
Complying with U.S. regulations like Kari’s Law and the RAY BAUM’S Act isn’t optional—it’s federal law. Every business operating in the U.S. must provide dispatchable location information with every 911 call and alert designated staff when those calls are made.
Our RedSky e911 solution ensures compliance with:
- Real-time location updates through the MyE911 app
- Dispatch notifications via text, desktop alert, and email
- Silent monitoring and intervention by security staff
- FCC-mandated location routing to Public Safety Answering Points (PSAPs)
According to the National Emergency Number Association (NENA), 240 million 911 calls are made each year in the U.S., and delays due to location ambiguity can lead to fatal outcomes. Our solution ensures that emergency services can find callers quickly, whether they’re working remotely or at the office.
Explore our RedSky e911 Service
CNAM Lookup: Verifying Callers in Real-Time
Caller ID spoofing is on the rise. According to the FCC, Americans received nearly 4 billion robocalls per month in 2023, many of them using spoofed or masked caller IDs to trick agents or extract sensitive data.
Our CNAM Lookup Service adds a layer of caller verification that identifies the name behind the phone number for every inbound call. This enables:
- Faster identification and reduced call handling times
- Personalized greetings and stronger rapport-building
- Immediate fraud red flags when the displayed name doesn’t match expectations
With CNAM, your agents aren’t just answering calls—they’re entering conversations with insight and control.
Identity Verification with TransUnion TruValidate
In the world of digital impersonation and identity theft, real-time authentication can make or break your security strategy. Star Telecom’s integration of TransUnion TruValidate with Genesys Cloud CX enables contact centers to validate caller identity using:
- Device behavior and risk signals
- Passive authentication using biometrics
- Fraud prevention analytics from millions of data points
This solution operates without friction, enabling fraud prevention at scale without compromising the customer experience. Given that over 50% of account takeovers start via the contact center (according to Aite-Novarica), solutions like TruValidate are essential to any modern CX operation.
Discover TruValidate for Genesys Cloud
The Star Telecom Advantage
Security doesn’t stop at software. Our support structure ensures your contact center remains protected 24/7:
- 24x7x365 Support with a 10-minute SLA
- Genesys Gold Partner with 20+ Certified Cloud CX Experts
- Custom implementations and continuous roadmap planning
- Managed Services and Care Plans that evolve with your compliance needs
With over 35 million calls processed monthly and experience across 17+ industries, we don’t just deliver secure solutions—we future-proof them.
FAQ: Compliance and Security in the Contact Center
Q: What is PCI DSS, and why does it matter?
A: PCI DSS is a global security standard for handling cardholder data. It’s essential to prevent fraud, reduce liability, and protect customer trust. Our PCI Pal integration ensures compliance across voice and digital channels.
Q: How does RedSky e911 enhance compliance?
A: It automates the transmission of detailed location data with 911 calls and notifies your designated staff instantly, satisfying both Kari’s Law and the RAY BAUM’S Act.
Q: What does CNAM Lookup do?
A: It shows the caller’s name in real-time for every incoming call. This increases agent efficiency, personalization, and fraud detection.
Q: Is TransUnion TruValidate difficult to implement?
A: Not at all. It’s fully integrated with Genesys Cloud CX and requires no change in workflow, making identity validation seamless and invisible to the end-user.
Q: Are these solutions available individually or as a bundle?
A: Both. We can deploy each individually or design a tailored compliance package that aligns with your business needs.
Final Thoughts
In today’s omnichannel world, security is customer service. By implementing Star Telecom’s layered compliance and security solutions, you don’t just reduce risk—you earn trust. Whether it’s fraud detection, emergency call routing, or secure payments, we’ve built our solutions to safeguard every interaction.
Contact us today to schedule a security audit or learn how we can help make your contact center safer and more compliant.
References
IBM 2023 Cost of a Data Breach: https://www.ibm.com/reports/data-breach
Federal Trade Commission: https://www.ftc.gov
FCC Robocall Stats: https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts
National Emergency Number Association (NENA): https://www.nena.org
Aite-Novarica Identity Theft Insights: https://aite-novarica.com