Your business is based on information security, but how well does your phone system follow suit?
If it doesn’t incorporate encryption, two factor authentication, A2P 10DLC compliance, suspicious login alerts, and other must-have security attributes, prospects may be skeptical of your credibility. In this blog, we’ll explore how those elements—along with usability features like seamless CRM integration and workflow automations—can make all the difference.
As privacy concerns dominate the business communications landscape, infosec-first companies must prioritize secure customer outreach. Practicing compliant calling and texting isn’t just a regulatory requirement for these organizations— it’s a key part of their success strategy. If you operate within this sphere, you need a phone system that aligns with your security-forward ethos.
Along with satisfying legal requirements to conduct your business, a fully compliant phone system gives your customers confidence in their data security—making them more likely to continue engaging with you. Building trust through secure conversations improves interaction quality and helps customers perceive you as a responsible partner.
Table of Contents
Your phone system security checklist
Infosec-first companies operate in environments where sensitive information flows freely. Whether you handle client financial data, healthcare records, or other types of confidential communications, every interaction carries some risk. Many cloud contact centers fall short, exposing organizations to potential breaches and regulatory pitfalls. To mitigate risk and ensure your customer conversations are as protected as possible, you need to choose a platform that provides the following:
- Encryption, which converts customer interactions and personal information into a secure format that unauthorized users cannot access. Even if data is intercepted during transmission or stored in the cloud, it remains unreadable without the correct decryption key.
- Two-factor authentication (2FA), which adds an extra layer of security by requiring two forms of user verification. To access their accounts, users must provide a password at the time of login while also verifying their identity on a physical device (such as a smartphone.)
- Suspicious login notifications, which alert users that an unusual login attempt has occurred in their account. This may involve a different location or device than is typical. Receiving such alerts via email gives users the opportunity to quickly report fraud and prevent bad actors from accessing their accounts, along with confidential customer information.
- Branded caller ID registration, which increases consumer pickup rates and trust in cold calls by establishing your professional identity. Registering your caller ID with carriers ensures your company name will appear on prospects’ phones alongside your phone number, instead of a “potential spam” or “scam likely” label. Aloware simplifies the registration process so you can expedite carrier approvals and avoid conversation-stopping spam flags.
- A2P 10DLC compliance, which helps businesses send high-volume text (SMS) campaigns using standard 10-digit phone numbers. As a more customer-friendly option than using short codes for mass texting, A2P 10DLC makes it possible to increase customer engagement with local presence while adhering to legal SMS broadcast requirements. (Learn how Aloware simplifies carrier approval for A2P 10DLC and helps infosec-first companies quickly launch SMS campaigns.)
- Telephone Consumer Protection Act (TCPA) compliance, which requires businesses to respect telemarketing consumer rights. Among other requirements, you must honor Do Not Call lists, provide clear company identification, and permit prospects to opt out of further communications. The right phone system partner will make it simple and effortless for your business to stay TCPA compliant as you engage leads.
- Health Insurance Portability and Accountability Act (HIPAA) compliance, which protects the privacy and security of individuals’ health information. HIPAA-compliant cloud contact centers must prove strict access controls, regular risk assessments, incident response protocols, and other preventative measures that satisfy U.S. government regulations.
- General Data Protection Regulation (GDPR) compliance, which governs the collection, storage, and processing of personal data for individuals within the European Union (EU). If your company conducts business with EU-based clients, you’ll need to provide proof that you follow their mandates for contacting consumers. This includes the likes of consent management, data security, and breach notification, among other tenets.
(To discover more about how Aloware supports all items on the above checklist, schedule a demo with our team.)
Your phone system usability checklist
Efficiency often suffers when businesses prioritize security, and many organizations find themselves juggling multiple tools to manage communications. With the right phone system, however, you won’t have to switch between applications or stress about tech stack compatibility. Now that we’re familiar with must-have security features, here are some additional features to consider from your phone system’s usability perspective.
Seamless CRM integrations
Your phone system should enable high-quality customer conversations by effortlessly integrating with your CRM. This connection allows reps to access phone data in your CRM without switching tabs, log interactions automatically, and view prospect details in real time on sales and support calls. As a result, infosec-first businesses can deliver more personalized customer experiences while optimizing workflows.
Automated sales workflows
By automating manual tasks like call routing, voicemail drop, and SMS follow ups, your phone system should help reps focus on building relationships and closing deals. It should ensure timely outreach based on predefined workflow triggers and help you automatically increase your speed to lead. Aloware’s power dialer makes it possible to load time-sensitive leads first into your reps’ calling queues, ensuring they receive priority attention.
Real-time analytics and rep monitoring
Understanding your team’s communication patterns is crucial for improvement—that’s why your platform should provide real-time AI analytics to monitor outbound performance. This data-driven approach enables you to identify growth opportunities while maintaining compliance with security protocols, empowering you to make informed business decisions.
Summing it up
For infosec-first companies, the stakes are high. Protecting sensitive consumer information and satisfying legal requirements demands a reliable communication solution. Aloware provides the security, compliance, and efficiency you need to thrive in a heavily-regulated environment.
Protect customer conversation data Effortlessly stay compliant and build consumer trust with Aloware. Schedule a demo or start a free 14-day trial.
