Telecommunications firm Vonage on Thursday announced enhancements to its security posture by integrating Salesforce Shield encryption with the Vonage Contact Center (VCC) and Vonage for Service Cloud Voice (SCV)
This integration aims to deliver additional compliance with corporate and industry requirements and added security features for companies using Vonage Contact Center integrated with Salesforce
"As more organizations embrace a work-from-anywhere business model, today's contact center has become more decentralized,” said Sheila McGee-Smith of McGee-Smith Analytics. “Vonage Contact Center with Salesforce Shield enables a cloud-based contact center that empowers people to work remotely, with access to everything they need to meet customers' needs while maintaining the integrity of their data."
Frank Dickson, who covers security and trust at IDC, said end-to-end encryption has become “table stakes” for all communications platforms. Dickson said recent examples include Apple with iCloud and now Vonage.
“By integrating Salesforce Shield with Vonage Contact Center, Vonage is making it easier for customers to create secure outcomes,” said Dickson.
Mike Puterbaugh, chief marketing officer at Pathlock, said given the breadth and depth of potentially sensitive information housed within the various Salesforce offerings, it's a smart move for Salesforce to offer tools that can protect that sensitive data and help demonstrate controls as they relate to data protection regulations.
Puterbaugh added that many ERP and business applications offer native tools for data masking and encryption. The question for customers evaluating whether they need additional layers of access controls: Do those native tools offer the granularity to protect data, while not compromising the efficacy of business processes?
“For example, is the encryption or data masking granular enough to protect specific data within a report or page, while allowing for other pertinent, but not sensitive data to be consumed so that processes can be executed?” posed Puterbaugh. “If the steps taken are too broad, it will slow down the business.”