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In an increasingly digital world, businesses face ever-evolving cyber threats. Adopting internationally recognized security frameworks is no longer optional for companies handling large volumes of confidential information.
This is especially true in business process outsourcing (BPO) and information technology (IT) services. That’s why Unity Communications is proud to be ISO-27001-certified.
If you want to learn more about ISO 27001 and why data security matters, this article is for you. We’ll explore the purpose and benefits of the certification and run down how Unity Communications achieved it.
What is ISO/IEC 27001:2022?
ISO/IEC 27001 is an internationally recognized standard for Information Security Management Systems (ISMS). It was established by the International Organization for Standardization (ISO) and the International Electrotechnical Commission (IEC).
This standard provides a systematic approach to managing sensitive company and customer information so that it remains secure from unauthorized access, breaches, and cyber threats.
The primary goal of ISO 27001 is to help businesses identify and manage risks related to data security. This framework ensures organizations follow best practices in:
- Risk assessment and mitigation
- Access control and encryption
- Incident response and recovery
- Security awareness training
- Continuous improvement of security measures
By implementing ISO 27001, companies create a culture of security that safeguards their operations, reputation, and client trust.
Why the ISO 27001 certification for data security matters
Cyber threats are increasing across industries, and hackers are developing new ways to surpass security protocols to steal data.
Data breaches can cost companies millions in fines, legal fees, and lost business. According to IBM’s cost of a data breach report, the average cost of a breach reached $4.88 million in 2024.
ISO 27001 helps businesses that store, process, or transmit sensitive data protect sensitive information. The following industries greatly benefit from this certification:
- Healthcare: protecting patient records and ensuring compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other privacy laws
- Finance and banking: securing financial transactions and preventing fraud through strict security controls
- E-commerce and retail: safeguarding customer payment details and securing handling of personal information
- Government and legal services: protecting classified and sensitive government data and promoting compliance with regulatory requirements
- Technology and software-as-a-service (SaaS): securing intellectual property and protecting the integrity of cloud-based data solutions
- BPO and IT services: safeguarding client data and ensuring robust security for data processing and customer support
Infographic 1: How ISO/EIC 27001:2022 Protects Data from Various Industries
- Two rows of icons that represent each industry
- Healthcare
- Protects: patient records
- Ensures: HIPAA compliance
- Finance and banking
- Protects: financial transactions
- Ensures: fraud prevention
- E-commerce and retail
- Protects: customer payment details
- Ensures: safe handling of sensitive data
- Government and legal
- Protects classified and sensitive government data
- Ensures: compliance with confidentiality laws and agreements
- Tech and SaaS
- Protects: intellectual property
- Ensures: integrity of cloud-based data
- BPO and IT
- Protects: client data
- Ensures: security for data processing and customer support
Why Unity Communications pursued ISO 27001 certification
Unity Communications is a leading outsourcing and IT services provider. Because we handle sensitive client information, robust security measures are necessary. A security breach in BPO operations affects us and our clients’ customers.
That’s why data security matters to us. And that’s why we decided to achieve full certification in ISO 27001.
Here are some more factors that motivated our company to become ISO-27001-certified:
Growing need for security in BPO and IT services
The BPO and IT sectors handle sensitive client data, including personal information, financial records, and proprietary business strategies. This makes companies in these industries more attractive to cybercriminals and hackers.
ISO 27001 provides a framework for data security measures BPO must implement, including managing and protecting information to reduce the risk of data breaches and leaks. It also supports business continuity planning to maintain essential services even during a security incident.
Commitment to data protection and continuous improvement
Data protection under ISO 27001 is a holistic approach that includes risk management, data lifecycle management, access control, incident response, and recovery.
The ISO 27001 standard requires us to proactively understand why data security matters. It encourages us to anticipate threats and take steps to prevent them, not just react to problems after they occur.
This means that we must continually improve our ISMS through the following:
- Regular reviews. Our management must regularly review the ISMS to ensure it’s still effective and meets its objectives.
- Internal audits. We will conduct independent audits within the organization to identify any weaknesses or areas for improvement in the ISMS.
- Corrective actions. After identifying the problems, we take corrective actions to address and prevent them from happening again.
- Feedback. Our ISO team must gather input from employees, clients, and other stakeholders to identify potential improvements.
Client demands for security compliance
Clients expect their BPO partners to adhere to globally recognized security standards. This is especially true for finance, healthcare, and government businesses.
They understand the risks associated with outsourcing and want assurance that we can handle their sensitive information with the utmost care. Thus, they want to work with service vendors who know why data security matters a lot and take it seriously.
Achieving ISO 27001 certification meets these expectations and signals to clients that Unity Communications adheres to global best practices in security management. Clients can be confident that we can manage their data securely, reducing potential breaches and financial and reputational damage.
How Unity Communications became ISO-27001-certified
Use existing infographic on certification process
Becoming ISO-27001-certified was not just a goal for Unity Communications; it was a strategic commitment to excellence in data security. The path to certification required meticulous planning, cross-departmental collaboration, and a dedicated team to ensure compliance at every level.
Here’s how we did it:
Committing to the certification
To achieve the certification, Unity Communications conducted extensive research to understand the process and its requirements. We established a dedicated ISO team to oversee the undertaking and ensure every department followed the necessary protocols.
Senior management provided full support, reinforcing why data security matters across all levels of the organization.
We developed a roadmap outlining key milestones and a structured and efficient approach to achieving certification. This commitment helped create a culture of security awareness and accountability within the company.
Engaging external consultants and auditors
We sought professional guidance from industry experts to navigate the certification journey effectively. We partnered with Sterling International Consulting as our consultant. Their expertise helped us identify potential risks and address security gaps before the official audit.
Regular meetings and progress reviews kept us on track with ISMS documentation and certification requirements. This collaboration allowed us to align with best practices and avoid common pitfalls during the certification process.
Establishing a Security Incident Response Team (SIRT)
Our ISO core team formed a Security Incident Response Team (SIRT) composed of various department heads. They were responsible for identifying, reporting, and addressing security incidents in their departments.
Each member received specialized instructions, regular drills, and simulations in the following areas:
- Responding to cybersecurity threats and data breaches
- Testing response strategies and improving reaction time
- Reviewing and updating security policies based on emerging threats
This proactive approach prepares Unity Communications for potential BPO security threats and risks.
Conducting a gap analysis and documentation review
To ensure our company has a robust and effective ISMS, our ISO team conducted an in-depth review of security policies, procedures, and documentation. Here are the steps we took:
- Performing a detailed gap analysis to identify areas that needed improvement to align with ISO 27001 standards
- Applying necessary revisions to comply with industry best practices
- Enhancing document control measures to improve tracking and retrieval of security-related files
- Establishing a version control system so that all employees work with the latest security policies
This thorough review process strengthened our ability to maintain long-term compliance.
Implementing company-wide training
Employees across all departments were educated on the ISO 27001 standard, best practices, and upcoming security measures. A combination of on-site and online lectures encouraged widespread participation and engagement.
These helped remind our agents and support staff why data security matters.
Employees were required to complete modules with quizzes on our learning management system (LMS). Additionally, ongoing refresher courses and updates kept employees informed about evolving security threats.
Conducting an internal audit
The ISO team and process owners conducted an internal audit to prepare for the external assessment. It was a test run to verify compliance, identify vulnerabilities, and address remaining issues.
Corrective actions were taken to ensure all processes met ISO 27001 standards before the official assessment. The internal audit also helped us refine our documentation and improve policy enforcement.
Undergoing the external audit
Unity Communications underwent a rigorous external audit, which evaluated our overall compliance with ISO/EIC 27001:2022.
The audit involved multiple rounds of:
- Document reviews of policies, procedures, and other ISMS documentation
- On-site inspections of facilities and security controls
- Interviews with key personnel across various departments
- Technical assessments of systems and infrastructure
We successfully demonstrated our commitment to security, risk management, and regulatory compliance. Any minor issues identified were promptly addressed to ensure full compliance.
Achieving the ISO 27001 certification
After successfully passing the external audit, we officially received our ISO 27001 certification from Americo Quality Standards Registech Private Limited, our certification body. This achievement reaffirms our understanding of why data security matters, commitment to top-tier information security management, and continuous improvement.
Moving forward, we will uphold our ISO 27001 certification by continually refining and improving our security measures. We’ll continue to implement security enhancements and maintain compliance with evolving regulations.
How ISO 27001 impacts Unity Communications and our clients
Achieving ISO 27001 certification has a profound impact on both Unity Communications and our clients. Let’s explore how this security standard enhances our operations and strengthens our partnerships.
Stronger security and compliance
ISO 27001 has helped us better understand why data security matters and develop a structured and comprehensive approach to it. Our risk management strategies include:
- Proactive threat detection and prevention
- Encryption and secure data storage
- Strict access control measures
- Regular security audits and penetration testing
- Incident response protocols to mitigate breaches
With these measures in place, we reduce the risk of data breaches while complying with international regulations such as GDPR and HIPAA.
Increased client trust and competitive advantage
By obtaining ISO 27001 certification, we signal to current and potential clients that data security is our top priority. It strengthens client trust and provides a competitive advantage.
- Clients can confidently outsource operations without worrying about data security risks.
- Businesses seeking secure BPO partners will see Unity Communications as a reliable choice.
- Our security-first approach aligns with enterprise and government compliance requirements.
Improved operational efficiency
ISO 27001 is not just about security. It also enhances operational efficiency. Implementing the standard has streamlined our processes by:
- Reducing redundancies and improving workflow security
- Standardizing security procedures across departments
- Increasing employee awareness and accountability for security practices
- Reducing downtime due to security incidents
Integrating ISO 27001 into our operations enhances productivity while reducing risks. This approach helps develop a more efficient work environment for our team and seamless service delivery for our clients.
The bottom line
At Unity Communications, we understand why data security matters for us and our clients, partners, and stakeholders. Our ISO 27001 certification is more than just a badge; it’s a testament to our dedication to protecting your data.
Our journey toward achieving this certification was rigorous. But it reinforced our commitment to protecting sensitive information and upholding the highest security standards.
If you’re looking for a BPO partner that prioritizes security and compliance, let’s connect!
