Compliant Cloud Call Center Software

Table of Contents

Choose a Compliant Cloud Call Center Software and Avoid Operations Disruptions!

Facing numerous downtime incidents leads to losing customer trust and decreased customer loyalty. Now, you should choose a compliant cloud contact center software that keeps customers’ data secure and has no more communication complaints.

What You Should Consider on Reviewing Software Security and Compliance Certifications

Innovation and digital transformation are key values in Saudi Vision 2030. This drives the kingdom to examine details and establish new definitions for security and compliance. Before choosing cloud contact center software, you must check if the provider has these licenses and certifications.

CST represents the principal authority in Saudi Arabia that organizes data usage based on lawful handling, processing, and utilization for intended purposes.

CST (Communication, Space, and Technology Commission) Compliance

Before choosing the cloud contact center solution, double-check the following:

Whether the CST granted the Telecom service provider complies with call center service regulations and the telecommunication and IT service licenses to provide such service.
When dealing with a cloud service provider, you should check if the hosting provider carries the Class C License, which enables it to process public, confidential, secret, and top-secret data related to individuals, the private sector, the non-profit sector, and the government sector.

GDPR and PDPL Local Data Regulation-Compliance

GDPR (General Data Protection Regulation) controls European citizens’ data outside the EEA. Here, you should note that both the cloud call center solution provider, or as we call data controller, cloud storage provider, which is the data processor, should be covered by GDPR.

In Saudi Arabia, PDPL becomes essential, as it manages personal data usage that is only transferred outside Saudi Arabia, based on approval from the Saudi Authority for Data and Artificial Intelligence (SDAIA).

ISO/IEC 27001:2022

Data security risks need a strong management system so the provider has a clear vision of the actions to be considered, implemented, and monitored.

So, the cloud contact center software provider should have earned ISO/IEC 27001, which proves its compliance with the international standards related to information security and its management.

PCI DSS

The Payment Card Industry Data Security Standard (PCI DSS) is essential to guarantee a safe payment whenever you renew your subscription. This makes processing and storing credit, debit, and other payment card transactions adhere to local regulations protected from fraud.

Top Picks For Local Regulations Compliant Contact Center Software

In the light of the most important KSA compliance with local regulations, we've gathered the most four popular cloud contact center software in the mid/large size Saudi market and how they comply with security.

ZIWO

CST
GDPR
PDPL
ISO/IEC 27001
PCI DSS
SSL & SSH Encryption of Data
Oracle local hosting (The Oracle Cloud Riyadh Region is part of the fastest-growing network of global data centers, with 49 cloud regions currently available globally)

Maqsam

CST
The portal connection is encrypted with SSL
Voice call data between the browser (or mobile app) and the backend is encrypted with SRTP
Voice call data between the backend and some telco companies are encrypted with IPSec

Bevatel

CST
ISO/IEC 27001
TLS 1.2 & AES-256 for customer data encryption while data is in transit and at rest, respectively

3CX

GDPR
PDPL
ISO/IEC 27001
SSL/TLS for secure web-based access to the 3CX management console
SSH for secure communication
TLS to encrypt SIP messages
SRTP to encrypt the actual voice data

What Makes ZIWO the Best Choice for Compliance?

Dealing with a robust cloud infrastructure gives your business numerous opportunities. That’s why ZIWO uses Oracle local servers in storage, which carry a C-class license from CST, based in the Riyadh Cloud Region. This ensures that your data stays in the country and is locally processed, which protects your business from any data leakage or misuse.

It is more secure than traditional servers, protected by several layers of security.
Lower costs compared to other options.
Excellent backup and disaster recovery on Oracle Cloud infrastructure.
Large coverage area.
Easy to scale up the storage space.

Subscribe to ZIWO, the #1 Saudi Compliant Contact Center Software!

FAQs

Why is Compliance Important?

Not adhering to compliance might lead to the following:

Penalties, hefty fines (that vary between 3M to 5M SAR) , and legal actions.
Adverse publicity and reputational damage.
Increased customer dissatisfaction and complaints.
Poor employee morale and decreased employee engagement.

What Is GDPR Compliance Software?

It is software that meets GDPR standards, which are represented by seven data protection principles businesses and public organizations must follow to comply.

1 – Lawfulness, fairness and transparency

2 – Purpose limitation

3 – Data minimisation

4 – Accuracy

5 – Storage limitation

6 – Integrity and confidentiality (security)

7 – Accountability

What Are Saudi Vision 2030’s Digital Transformation Goals?

Saudi Vision deals with many aspects. It formulates development interests that upgrade the Saudi community in terms of human, economy, and governance. The common factor that you can easily detect is the digital transformation. The Saudi leadership believes that fostering innovation and supporting entrepreneurship drive the economic landscape, and that can not occur without adopting advanced technology.

What Are CST Licenses?

As a regulatory authority in Saudi Arabia, the Communications, Space, and Technology Commission (CST) issues many licenses that organize operations and data usage, considering Telecommunications, IT, and SaaS businesses. The licenses are:

1- Telecommunication and IT Service Licenses

2- Equipment Certification

3- Cloud Computing Service Provider Registration

Class C License: Best license for companies that need to process all types of data (Public, confidential, secret, and top-secret data) from different sectors: private, non-profit, government, and individuals.
Class B License: Same as Class C License, but excludes secret and top-secret data.
Class A License: Companies carrying that license can process public data related to the previously mentioned sectors.

What Are NCA (National Cybersecurity Authority) Guidelines?

Your business has a cybersecurity program that complies with related Saudi laws and regulations. This happens through internal processes like working with stakeholders in the organization (i.e., legal function and governance and compliance function) to identify, document, and periodically update a list of national cybersecurity laws and regulations and related requirements that are relevant to the organization's operations and issued by the NCA (which might include, but not limited to, royal orders and decrees, orders issued by the Council of Ministers, and official circulars and regulatory orders.)

Using technology that meets compliance is also key. Finally, the organization's compliance with national cybersecurity laws is monitored periodically through reports submitted to the NCA.

Also, implementing an approved cybersecurity awareness and training program is crucial to making it part of the organization's culture.

What Are Essential Cybersecurity Controls (ECC)?

1- Cybersecurity Governance

2- Cybersecurity Defense

3- Cybersecurity Resilience

4- Third-party and Cloud Computing Cybersecurity

5- Industrial Control Systems Cybersecurity

Why Local Hosting Is Essential?

Better cybersecurity
Faster loading times
Higher uptime
Enhanced backups for company data

What is the Difference Between SSH and SSL?

SSH (Secure Socket Shell) and SSL (Secure Sockets Layer) are related to keeping users safe while using a network from a device. The main difference between SSH and SSL is that the first is a network protocol that provides a secure way to access a computer over an unsecured network. The second standard technology states that data encryption is exchanged between servers and users.

What Is the Difference Between Governance and Compliance?

While governance refers to proactive practices that ensure efficient resource management and control, compliance refers to reactive practices that deal with external regulations and internal policies. Both terms are system supporters that keep them on the right track without affecting business goals or the state’s vision.

What Are the Penalties for Non-compliance With the PDPL?

Up to $1.3 million (which can be doubled for repeat offenses), possible imprisonment for certain disclosures of sensitive personal data, warnings, confiscation of funds obtained as a result of the violation