shield icon

Proven and secure cloud technology

Security is a key element of NewVoiceMedia’s approach to Trust. For many organizations it is the final hurdle that needs to be cleared before business systems are moved to the cloud. At NewVoiceMedia security of customer data is of critical importance to the operation of its contact center platform. We are committed to maintaining the highest standards of security in relation to the services we provide to our Customers. Our “Security, Privacy and Architecture”  document – which you can find here - provides details of the Standards for Security (administrative, technical and physical controls) and Privacy and Infrastructure that we have implemented and which we maintain across all our regions, including details of the internationally recognized security and privacy related certifications and audits that we have achieved, and which we are committed to maintaining. 

NewVoiceMedia is the only cloud contact center provider that is ISO27001 certified and has Level 1 PCI DSS compliance.


security standards council

What is PCI DSS?

PCI DSS stands for Payment Card Industry Data Security Standard. It is a mandatory requirement for all merchants accepting card payments over the telephone to ensure customer details are not compromised.

When can breaches occur?

  • Agent fraud processing card payments over the phone
  • Recordings of the call being accessed divulging card information
  • Homeworkers operating in less secure environments

What does it mean for contact centeRs?

Compliance with PCI DSS standards can be a significant investment for contact centers, but is increasingly becoming a critical factor in preventing credit card fraud. By operating out of a PCI compliant environment, you gain all the benefits of compliance without the requirement to obtain certification yourself.

Why NewVoiceMedia for PCI

NewVoiceMedia are the only cloud contact center provider in the world to be accredited with Level 1 compliance, providing the same levels of security as major banks and financial institutions. It is fast and cost-effective to deploy and removes agents from the payment process.

ISO 27001

ISO 27001 logo

What is ISO 27001?

ISO 27001 is an information security management system (ISMS) standard that brings information security under management control. Companies certified to ISO 27001 must pass a detailed compliance audit with reviews every 6 months.

Why is it important?

ISO 27001 is a formal specification that mandates specific requirements. Therefore it can be fully audited and certified. It is independent verification that a company is compliant with globally agreed standards.

What does it mean for contact centers?

As well as providing functionality, resilience and multi-tenant advantages to its customers, this certification provides the assurance many companies need when considering moving contact center technology to the cloud.

Who else has it?

Companies such as Amazon and Google have achieved ISO 27001 accreditation. NewVoiceMedia is proud that it can offer its customers the same level of assurance around the security of its information security systems.


hipaa logo

What is HIPAA?

HIPAA (Health Insurance Portability and Accountability Act of 1996) is United States legislation that provides data privacy and security provisions for safeguarding medical information.

What is a HIPAA Business Associate?

A business associate is any organization or person working in association with or providing services to a covered entity who handles or discloses Personal Health Information (PHI) or Personal Health Records (PHR).

What does it mean for contact centers?

For Healthcare organizations with contact center operations ensuring HIPAA compliance is critical. Failing to comply with HIPAA policies or breaching patient data during the course of any patient interactions can be an expensive mistake.

Why NewVoiceMedia?

NewVoiceMedia take security very seriously, as well as being a HIPAA Business Associate we are ISO 27001, PCI DSS and SOC 2 compliant and have many security and privacy safeguards in place. These include:

  • Regular third party security audits and penetration tests
  • Encryption of personal data, including call recordings, both at rest and in transit
  • Full security monitoring including intrusion detection systems with regular log reviews
  • Tamper proof audit trails of all events at the application and operating system level


soc logo

What is SOC 2 compliance?

Service Organization Control 2 Type II (SOC 2 Type II) certification is an annual process of reporting how well a service organization abides by certain standards in the control of its customers’ information. This is a qualified opinion from an external party on our standards and that we are adhering to them. SOC 2 is designed specifically for IT service providers, and Type II designates that the report measured policies and procedures over a period of 12 months.

Why is it important?

If a provider is certified as SOC 2 Type II compliant it shows that they place real importance in the security of customer data, and have put procedures into place managing the control of that data to ensure it is protected. It is independently certified and the provider must undergo a rigorous audit before it is awarded.

What does it mean for contact centeRs?

An enormous amount of data passes through a contact center, belonging to both the organization and its customers. SOC 2 Type II certification provides an important independent guarantee that the information will be handled securely.

Why NewVoiceMedia?

NewVoiceMedia takes security seriously. At every stage we want to make sure our customers have complete, justified trust in us to handle their data and every interaction with care. With that responsibility and trust in place we can work together to develop a truly successful partnership.

Our Responsible Disclosure Program

If you are an independent security researcher and you would like to bring a vulnerability to our attention please submit a report to our program which is managed by bugcrowd the #1 Crowdsourced Security Program in the world.

Talk to us 1 (855) 534 - 2888