ice Contact Center Security & Compliance

We build solutions that prioritize data security, so you and your customers can feel confident that your information is protected.

We keep your data secure

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Reduce compliance costs

Our secure, PCI-compliant payment solution reduces the cost and complexity of achieving PCI compliance by significantly minimizing your compliance scope and security requirements.
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Minimize risk of data breaches

Using our secure solution helps reduce the risk of a data breach by protecting sensitive data with robust security controls, helping lower potential costs such as legal fees, regulatory penalties, and reputational damage.
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Earn and maintain your customers’ trust

Keeping your customers’ data secure helps you maintain their trust and loyalty, ensuring high customer lifetime value and long-term business stability.

We comply with the highest industry security standards

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Payment Card Industry Data Security Standard (PCI- DSS)

PPCI DSS is a set of cybersecurity controls and business practices governed by the PCI Security Standards Council and required by major payment card brands. It ensures that cardholder data remains secure as it is transmitted across the payment ecosystem.

International Organization for Standardization (ISO 27001:2022)

ISO 27001:2022 is the world's most widely recognized standard for information security management systems (ISMS). It certifies that an organization operates an ISMS to manage information security risks through a structured, risk-based approach using applicable controls defined in the standard.

System and Organization Controls (SOC 2)

SOC 2 is a third-party audit framework developed by the American Institute of Certified Public Accountants that evaluates how service organizations manage and protect customer data based on selected Trust Services Criteria. Our audit covers the Security and Availability criteria.

Microsoft Teams Certification

Part of the Microsoft Teams contact center certification process involves passing security standards set by Microsoft. The certification offers assurance that data and privacy are adequately secured and protected when using Microsoft Teams applications.

Applicable Privacy Legislation

In addition to our security certifications and controls, we support our customers in meeting applicable privacy legislation, such as the following:

  • Personal Health Information Protection Act (PHIPA)
  • Freedom of Information and Protection of Privacy Act (FIPPA)
  • Health Insurance Portability and Accountability Act (HIPAA)
  • Personal Information Protection and Electronic Documents Act (PIPEDA)
  • General Data Protection Regulation (GDPR)

ice Contact Center is designed with security in mind

In addition to complying with various security standards, every ice Contact Center has built-in features and capabilities that support your organization’s security efforts.

  • Data encryption – All ice data and interactions are encrypted at rest and in transit.
  • Role-Based Access Control Settings – These settings help ensure that agents can only access details for interactions they were involved in and supervisors/team leads can only access details for interactions involving members of their queues/teams.
  • Configurable Password Requirements – You can align your ice password requirements with your organization’s password policies regarding length and complexity.
  • Privacy Recording Button – Agents can use this button to temporarily pause recording when discussing sensitive information to avoid storing it.

We offer additional modules that provide added security

icePay – PCI-Compliant Payment Processing

Easily and securely accept payments over the phone, with or without an agent.

iceVerify – Multi-Factor Authentication

Make sure callers are who they say they are before discussing sensitive information.

PII Redactor – Automated Personally Identifiable Information Redactor

Use AI to automatically redact personal information from recordings and transcripts before it’s stored.

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7 Best Practices for Contact Center Data Security

Learn what you can do to help keep data secure in your contact center.

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The Ultimate Guide to Contact Center Security

Learn why data security is so important – and what you can do about it!

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Protecting Customer Data and Building Trust

Dive deeper into PCI compliance and learn how it’s achieved.

Frequently Asked Questions (FAQs)

How do contact centers keep caller data secure?
Do contact centers store credit card information?
Can sensitive information be excluded from contact center recordings?
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Let us show you our secure contact center

Request a demo to see how ice Contact Center works – and how it keeps your customers’ data secure!

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