As digital threats loom large and regulatory requirements grow stringent, businesses are increasingly turning to advanced security solutions to safeguard their operations and customer data. Recent insights from Metrigy’s Workplace Collaboration and Contact Center Security and Compliance 2024-25 research study reveal compelling trends and challenges across three critical domains: third-party security platforms, messaging security and compliance, and contact center security.
Third-Party Security Platforms: Fortifying Organizational Resilience
Almost 35% of organizations have integrated third-party collaboration and contact center compliance and/or security platforms into their operational frameworks. Notably, 42.2% of highly successful companies utilize these platforms, underlining their role in achieving robust security and regulatory compliance.
Improving overall security remains the primary driver for adopting third-party platforms, with a notable emphasis on AI-powered monitoring capabilities. IT leaders show a clear preference for consolidated platforms offering comprehensive security features, enabling streamlined management and enhanced effectiveness.
More than 40% currently use a voice-specific security platform. The use cases for voice security platforms include customer identity management, compliance, and prevention against toll fraud.
Chief Information Security Officers (CISOs) emerge as the primary sponsors of these crucial investments.
Messaging Security and Compliance: Balancing Convenience and Control
Sixty-three percent of companies permit the use of consumer chat apps like WhatsApp and Apple Messages among employees, despite inherent security risks, as well as compliance concerns for those operating within regulated organizations. However, nearly 66% of these companies actively monitor such usage, underscoring efforts to balance productivity with data protection.
Chief Information Security Officers (CISOs) predominantly own responsibility for defining moderation policies for messaging platforms, aiming to mitigate potential security breaches and regulatory non-compliance. Recent incidents of security and compliance failures in the U.S. have resulted in substantial financial penalties, highlighting the critical importance of robust messaging security protocols.
Contact Center Security: Addressing Emerging Challenges
Only 39.8% of organizations have formalized contact center security programs, with remote worker and agent security emerging as primary concerns. Approximately 23.1% restrict access to specific contact center features, notably co-browsing and recording functionalities, to minimize security risks.
Businesses predominantly rely on native security features embedded within video and screen-sharing applications to ensure customer privacy during interactions. However, nearly 45% express diverse security needs specific to contact center operations, with integrations into business applications posing the most significant security challenge.
Biometric customer identification enjoys significant adoption, with nearly 35% of organizations leveraging these technologies. Despite evolving AI threats, most businesses plan to sustain and enhance biometric authentication while augmenting security with additional identification factors.
Embracing Holistic Security Strategies
As organizations navigate an increasingly complex cybersecurity landscape, the adoption of third-party security platforms, stringent messaging compliance measures, and robust contact center security frameworks emerge as pivotal strategies. By prioritizing integrated security solutions, leveraging advanced monitoring technologies, and fortifying regulatory adherence, businesses can minimize risk of evolving threats while fostering trust and resilience in their operations.
