Companies aren’t adequately prepared for growing security and compliance risks for employee and customer-facing interactions
May 20, 2024 – Research and advisory firm Metrigy has released its Workplace Collaboration and Contact Center Security and Compliance 2024-25 research study, conducted with 338 participating firms in eight countries in 24 vertical industries.
“Despite a 40% increase in the number of companies reporting a security-related incident in the last year, most companies still aren’t adequately taking the steps to protect their applications and data,” says Irwin Lazar, President and Principal Analyst, Metrigy. “Success requires the attention of a chief information security officer (CISO), a formal security plan, appropriate investment in security and compliance monitoring tools, and a proactive approach to protecting against generative AI risks.”
In this global study, Metrigy provides actionable insight for successfully building and evolving workplace collaboration and contact center security and compliance strategies; adapting to emerging technologies, including generative AI and user-generated video; understanding the implications of using data generated by meeting apps; and for funding and managing security programs.
Specific topics include:
- Organizational strategies and budgets
- Threat identification and mitigation
- Use of specialty security and compliance management tools
- Privacy management
- Mobile security/compliance?
- Investment justification in security products and solutions
- AI (including generative AI) compliance and security
- Contact center fraud
Some key findings in this study include:
- 20.5% report having a security incident (up 40.4% from 2023), but just 35.0% have a formal workplace collaboration security strategy
- Just 39.8% have a formal contact center security program
- 23.1% block access to customer engagement apps over security and compliance concerns
- Successful companies have a dedicated CISO or equivalent who owns at least some responsibility for workplace collaboration and contact center security
This study is available for purchase on our website at metrigy.com.
