Optimising security for cloud-based UCaaS solutions

Introduction

As software shifts increasingly to cloud-hosted platforms, security becomes a critical consideration that businesses need to address with confidence. UCaaS platforms offer comprehensive communications channels such as voice, video, messaging, and file sharing - all seamlessly through the cloud. However, this can pose security concerns that need to be mitigated.  In this blog we explore these potential risks and actionable steps businesses can take to optimise threat defence within all communication channels.

Understanding the threat landscape

UCaaS solutions understandably deal with the transmission and storage of data, which ultimately makes it a potential target for data theft and breaches. Some common threats to be aware of are:

Malware infiltration - Malware can be disguised in file attachments or links shared in messages. Once they are downloaded they can steal data, disrupt communication, and launch attacks within networks.

Unauthorised access - Weak passwords, poor privacy settings or compromised accounts mean that unauthorised users can be granted access to files and information. It is actually rare for these to be traditional bad actors, and more often than not are unauthorised employees or former employees where access has not been revoked. 

Eavesdropping / interception - Interception of communication streams can occur if data encryption models are not in place, which can expose confidential conversations. Similarly, if recordings are not protected from unauthorised access, they are exposed, which is potentially damaging for those operating in regulated environments.

Building a secure environment:

There are several measures that can be taken to mitigate these threats within a cloud-based UCaaS solution. Businesses are able to leverage cloud security features and therefore deliver a more secure environment in comparison to traditional on-premise solutions, though any communication solution of course comes with threats.

Centralised security management - Cloud providers manage vast quantities of data and are therefore best placed in terms of security. Google Cloud Services have the best threat defence globally, with dedicated security measures and teams. They implement robust security protocols, firewalls, and intrusion detection systems which safeguard against cyber threats. This eliminates the burden of businesses managing and maintaining onsite security infrastructure, and allows them to focus on their core competencies.

Multi-factor authentication - This adds an extra layer of security beyond passwords. It requires users to provide something such as a verification code sent via text message or authentication app to access their accounts. 

Granular user access controls and settings - Implementing granular access controls to restrict user permissions based on roles, responsibilities, and management level. This ensures that only the relevant authorised users have access to specific features and data. 

Data encryption - Encryption scrambles data both at rest (stored on servers) and in transit (being transmitted over the internet). This makes it virtually impossible for unauthorised users to access even if they intercept data streams.

Call recording - Many industries need access to call recording features for compliance to regulations such as HIPAA (healthcare industry) and GDPR (general data protection). In our recent blog we discussed the benefits of call recording, and while this is true call recording storage needs to be secure and only accessible by authorised users.

Audits and regular updates - the best UCaaS solutions push regular software updates. In terms of cloud solutions, these should be automatic with little to no downtime, which means end users do not have to worry about ensuring the latest updates are installed manually. 

Recording for compliance 

Many industries utilise call recording for compliance, such as finance, healthcare and legal sectors. However, the way in which this data is stored must align with regulations, and requires substantial threat defence measures to ensure data is secure and cannot be accessed by unauthorised users.

The very best UCaaS solutions are delivered using public cloud infrastructure. For example, CallSwitch One is deployed over Google Cloud Services. This means call recordings, and data are stored in Google’s secure, high availability infrastructure, offering geo-redundancy, where data is replicated across multiple zones for added security and uptime.

In terms of security, 265-bit AES (Advanced Encryption Standard) should be applied to data both at rest and in transit (in storage and while being transferred across a network), and is a powerful measure to protect sensitive data throughout its journey.

And finally storage is also a key consideration, and in the case of regulated industries, immutable storage is the standard. This is a method of data storage designed to ensure the information held cannot be modified or deleted after it has been written. It is essentially a WORM (write-once-read-many) system offering the most robust security.

Sector examples

Different sectors have different requirements when it comes to security, so it is important for businesses to find a UCaaS solution which aligns with their particular market, and not only provides them with the correct tools for compliance, but also integrates with leading compliance tools they may already rely on.

In the heavily regulated financial services space, organisations involved in the ‘advice chain’ that leads (or could lead) to an intended trade need to ensure they record and retain calls for a seven year duration or face potentially significant financial penalties from the associated regulator. 

It’s a similar story in the legal sector, where the content of conversations needs to be potentially called upon in the future, known as ‘legal hold’ (or litigation hold). This is when legal counsel asks a company to retain information that could be relevant to ongoing litigation, such as voice recordings. 

Integrations with tools for compliance such as CallCabinet address these needs by meeting the highest regulatory standards, and align with different industry requirements including MiFID II, Dodd-Frank and PCI-DSS. These tools go beyond simple call recording, and instead offer features like transcription and information redaction, for example omitting sensitive information from stored recordings or transferring calls while customers input data such as credit card information, for extra layers of security.

Within healthcare sectors, caller sentiment and storage are key for understanding patient satisfaction and to keep track of records. Through CallCabinet, AI-powered voice analytics can be used for sentiment analysis, monitor agent script adherence and resolve any disputes or legal issues.

The value of a trusted provider

It is important to choose a trusted UCaaS provider for your business communications. While some features may vary, reputable providers prioritise security by offering the following:

Robust security infrastructure - This can include firewalls, intrusion detection systems, data encryption, multi-level authentication and cloud security features to safeguard networks and data from unauthorised access and attack.

Regular updates  - Solutions that enjoy regular updates, patches and fixes via a robust development team, with any updates being ‘automatically’ pushed out without any end user intervention required.

Tools to assist with compliance - Leading UCaaS providers offer tools and integrations to help businesses comply with specific industry regulations. This can include call recording and the omitting of sensitive data in storage.

Final thoughts

By partnering with a trusted software provider, businesses can significantly simplify security management, which saves time, and take advantage of robust security tools for peace of mind. By Understanding the threats it is easier for businesses to implement suitable measures of security, and by choosing a trusted and reputable provider, information and communication streams are less susceptible to threat.

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