Glossary

Encryption

Encryption transforms data so that only someone with the key can read it. If an encrypted call or file is intercepted in transit, an outsider sees only meaningless characters.

Why it mattersAn intercepted call or customer data file is useless to an attacker.

Also called: Data encryption, Cryptographic protection

Examples

What gets encrypted in a contact center

Call audio in the softphone
The agent's connection to the platform
Data exchange with the CRM and AI models
Sign-in to the customer portal and website

Types

In transit and at rest

Encryption in transit protects data on its way between a computer, a server, and outside services. Encryption at rest protects disks if they're stolen. Most teams secure data in transit first, because that's where most threats arise.

Comparison

Without encryption vs. with it

Without encryptionIntercepted traffic is easy to read and listen to.

With encryptionIntercepted data can't be read without the key.

In CONTACT.WORK

How it works in CONTACT.WORK

The CONTACT.WORK platform encrypts data in transit to and from carriers and AI models. Softphone audio is encrypted by default – that's how WebRTC, the technology it runs on, works.