Air-Tight Contact Center Security & Always-On Availability 

A comprehensive security and reliability framework

Serenova provides round-the-clock monitoring of all systems, including all networks and the tier 4 data centers housing our software, to ensure platform availability and the security of customer data. Our call center security protocols prevent unauthorized data access and protect against other security threats and data breaches. With Amazon Web Services as our infrastructure backbone, you can rest assured your data and network architecture meet the requirements of the most security-sensitive organizations, while AWS’s resiliency and redundancy features protect you against downtime.

Security Benefits


Safe Data

We use AWS for our infrastructure, ensuring your data is protected by the same customer-privacy safeguards used by international retail giant Amazon.com.

Security for All

No matter your size, you benefit from the same security layers that enterprises do. Whether your contact center is small, large, or scaling rapidly, your data will be secure.

Data Residency

Comply with regional data residency requirements by housing your contact center and related data in data centers across the world, in every region where you do business.

Redundancy

Your contact center is replicated across multiple data centers in every region you operate in, ensuring both latency mitigation and security against failure of a data center.

Security Features

Our platform benefits from rigorous application of numerous contact center software security features and protocols.

  • DDoS Mitigation
  • Penetration Testing
  • Data Encryption
  • 24/7 Monitoring

Full-Stack Protection

From our choice of AWS as infrastructure, to our coding practices, to our internal processes, we ensure call center security at every step. Our comprehensive security framework for all layers of the cloud contact center include:

Physical Security

We operate in AWS’s Tier-4 -class data centers. Each data center employs multiple security parameters including access control at both perimeter and building ingress points, video surveillance, and intrusion detection systems. Staff pass through at least two 2-factor authentication entry points to reach data center floors. Find additional information on the AWS Security page.

Network Security

Serenova employs a number of security measures to ensure a secure platform environment for our customers, including virtual private clouds for core services of the platform, such as data stores, plus monitors for unauthorized access and encryption.

Application Security

Serenova has implemented methodologies such as Secure By Design and Holistic Security Reviews to limit any security vulnerabilities within the application.

Data Security

CxEngage uses AWS Cloud Compute, storage (S3), Management, Security, Identity & Access Management, and other services to ensure platform security in all AWS regions where the platform is deployed. CxEngage allows granular but simple and intuitive access control to tenants and users based on membership. 

Platform Security

Through AWS, Serenova is recognized as a tier-4 -class data center, with each data center using multiple security parameters including access control at both perimeter and building ingress points, video surveillance, and intrusion detection systems. In addition, Serenova leverages a number of security protection measures for monitoring, alerting, and detection of unauthorized access.

Human Security

Background and reference checks are conducted on Serenova personnel who are authorized to access customer data. In addition, all employees must review and certify a full understanding of the Serenova Policy and Procedures.

Availability

We know that organizations rely on their contact center to be available at all times. When customers are reaching out for assistance or information, call center availability is critical.

To help realize this, each CxEngage cloud contact center instance lives in multiple availability regions in tier 4 data centers and uses active/active redundancy. This means not only is your contact center replicated, but redundant backups are active, routinely tested, and ready to failover in an instant. CxEngage is a reliable contact center designed for ease of use and ease of mind.

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Every instance of CxEngage by Serenova exists on a minimum of two redundant availability zones. Fiber networks bridge together availability zones within the same region for low-latency and fault tolerance.

24/7

In the event of a failure in any one of our data centers, our network operations center is immediately notified.  Our operations staff gets to work performing triage with Amazon Web Services staff to ensure continued availability of all contact center instances.