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The global average data breach cost increased by 10% in 2024, reaching $4.88 million.
Unity Communications understands this risk and has taken significant steps to safeguard client data by achieving ISO 27001:2022 certification. This standard guides the decision-making process in various areas of our operations. That includes our workflows, AI tools, and office design.
If you want to learn how Unity Communications ensures data security in our services, this article is for you. It explores the company’scompany’s integration process, information security (infosec) measures, and ongoing efforts to enhance cybersecurity.
The importance of the ISO 27001 certification in the BPO industry
Data security is no longer a luxury but a necessity, especially considering the $4.88 million global average cost of a data breach.
In fact, there were over 29,000 recorded security vulnerabilities in 2023. But these are just reported cases. Imagine the number of undisclosed instances due to a lack of awareness and access to governing agencies.
As more companies turn to business process outsourcing (BPO), the need for stringent security measures has never been greater. To better understand their significance in the industry, it’s best to answer the following question: What is BPO?
To put it simply, outsourcing means delegating office roles and tasks to third-party, typically remote, teams. The risk of security breaches in BPO initiatives is high as sensitive information is shared across multiple networks in different geographic locations and regulatory environments.
The physical distance, combined with the involvement of numerous personnel, weakens security. Thus, robust infosec management systems are critical for mitigating these vulnerabilities and ensuring client trust.
BPO organizations must comply with stringent infosec standards such as the ISO 27001:2022 or ISO 27001. The gold standard for information security management systems (ISMS), ISO 27001 provides guidelines for the data security measures that BPO providers must implement. These include the following:
- Proactive risk management, encompassing systematic identification, assessment, and treatment of potential threats
- Continuous improvement of security measures through regular reviews, updates, and the Plan-Do-Check-Act cycle
- Secure information transfer protocols, including encryption and access controls, to protect data across networks and locations
- Stringent third-party security requirements, establishing clear obligations and monitoring for all BPO partners
- Robust access control and authorization procedures, guaranteeing only authorized personnel access to sensitive information
- Consideration of geographic and regulatory differences, adapting security practices to diverse legal environments
- Demonstration of due diligence through ISO 27001 certification to build client trust and promote compliance
How Unity integrated the ISO 27001 standard into its service delivery
As a leading BPO provider, Unity Communications recognizes the demand for robust infosec frameworks. Thus, we solidified our commitment to data security by achieving the ISO 27001 certification.
This milestone is a badge of honor and a testament to our unwavering dedication to protecting client data at every stage of service delivery.
Here’s how the ISO 27001 framework is deeply integrated into Unity Communications’ daily operations to ensure data security:
1. Leadership and cultural shifts
The successful integration of ISO 27001 hinges on more than just implementing technical controls. It requires a fundamental organizational culture shift driven by unwavering leadership and a commitment to employee engagement.
At Unity Communications, this transformation began with a clear vision and a proactive approach to building a security-conscious environment involving the following key initiatives:
- Management commitment. Strong leadership prioritized information security and drove the implementation process, setting the tone for a company-wide commitment to the standard.
- Employee engagement. Mandatory training and courses were implemented to inform and involve every employee. The ISO team established precise coordination and channeling processes to notify employees of changes.
- Culture of security awareness. Efforts were made to ensure employees fully understood the changes and their implications through various communication channels. For example, our information technology (IT) team sends weekly internal memos about different cyberattacks.
2. Specific implementation measures
Achieving ISO 27001 certification is only the beginning. From the perspective of our Data Protection Officer (DPO), safeguarding client data requires a multi-layered defense. This encompasses organizational, physical, and technical measures.
Here’s a quick breakdown of how these elements helped Unity Communications ensure data security:
- Organizational measures. Our ISO team established a security incident response team (SIRT) with defined roles for every department and a security incident management policy for a swift and effective response to potential security incidents.
- Physical measures. The ISO team also has protocols for our physical infrastructure to protect tangible data, such as access control to secure workspaces. They also configured and designed Unity’s office space to prevent breaches while implementing a clean-desk policy.
- Technical measures. With the help of Unity’s IT staff, the ISO team deployed endpoint security to protect devices from malware and other threats. They also implemented cloud backup solutions to ensure data availability and resilience during data loss.
3. Other security measures in action
As a BPO company with a primarily remote workforce, we exist and work on the “cloud.” Thus, in addition to the technical measures mentioned above, we use the ISO 27001 framework to improve digital data protection measures.
That’s because how Unity Communications ensures data security for digital and electronic assets is crucial in day-to-day operations. Here are some of the strategies we’ve enhanced while using ISO 27001 as a guide:
- Data encryption and secure access controls. We encrypted all sensitive data in transit and at rest so unauthorized parties cannot intercept or misuse information. Role-based access control (RBAC) further restricts access, allowing only authorized personnel to handle specific datasets.
- Strict vendor and third-party security requirements. We hold our partners to the same high security standards. Every third-party provider undergoes a thorough security evaluation before gaining access to our systems or data.
- Regular security audits and penetration testing. Unity Communications routinely performs internal and external security audits and penetration testing. This lets us identify and rectify vulnerabilities before malicious actors can exploit them.
4. Operational and procedural changes
Beyond cultural changes, implementing ISO 27001 brought about significant operational improvements. By embedding security into daily workflows, we experienced tangible benefits.
These improvements enhanced data protection and streamlined operations. Here’s how Unity Communications ensured its data security measures were effective:
- Data breach reduction. Comprehensive training and adherence to ISO 27001:2022 significantly decreased data breaches, demonstrating the effectiveness of the security measures.
- Reduced operational disruptions. The structured security management approach prevented potential security incidents, maintaining smoother operations and minimizing downtime.
- Streamlined internal processes. We aligned internal processes with ISO 27001:2022 requirements to enhance efficiency and security and optimize workflows.
How Unity protects client data with ISO27001
As an ISO-certified provider, Unity Communications guarantees that security is not an afterthought but an integral part of our operational framework. This certification assures our clients we manage their data with the highest security and care.
Here are some scenarios illustrating how our security measures can effectively mitigate risks:
Preventing AI’s use of client data
The use of AI in the BPO industry has grown steadily. With the way this technology helps streamline processes, more outsourcing agencies use it, whether for customer service or content writing.
However, IBM reports that only 24% of generative AI is secure.
Following ISO 27001 frameworks, Unity Communications only uses one AI tool that meets this international standard. That’s because most AI platforms say they can “use your data however they want,” which is hidden in their terms of use. Where do they use your data, and what is it for?
Our AI tool doesn’t do that, and we refuse to leverage other platforms unless they are ISO 27001-compliant. That’s how Unity Communications ensures data security, preventing the use and disclosure of client data.
Avoiding data breaches through vulnerability patching
Let’s say that a critical vulnerability was discovered in a popular web application used by one of Unity’s clients. If exploited, this could allow attackers to gain access to sensitive client data.
Mandated by ISO 27001, our regular security audits and penetration testing can identify this type of vulnerability. Our established incident response procedures and patch management protocols compel us to alert SIRT to the problem as soon as it becomes public.
They will then immediately apply the necessary patches to the web application to prevent potential vulnerability exploitation. We will notify the client of the situation and take action to protect their data.
Why Unity chose the ISO27001 standard
Unlike generic security policies, ISO 27001 is specific to information security and serves as an umbrella that covers privacy policies for anything that involves data. It requires us to implement a systematic approach to managing sensitive business and customer information. That’s how it helps Unity Communications ensure data security.
It’s one of the most recognized security frameworks, but how does it compare to other industry standards? Understanding these distinctions helps clients appreciate the value of working with an ISO-certified provider:
ISO 27001 vs. SOC 2
Service organizations often use SOC 2 to demonstrate security controls to clients. It’s primarily concerned with:
- Security
- Availability
- Processing integrity
- Confidentiality
- Privacy of customer data stored in the cloud
ISO 27001 provides a broader, more holistic framework for managing infosec risks across the entire organization, not just in cloud systems.
While we adhere to ISO 27001’s27001’s privacy principles of transparency, legitimate purpose, and proportionality, we also use SOC 2 as a guide. It’s how Unity Communications ensures data security in both organizational-wide risks and specific cloud security concerns.
ISO 27001 vs. GDPR and HIPAA
The General Data Protection Regulation (GDPR) and Health Insurance Portability and Accountability Act of 1996 (HIPAA) are known security standards. They mandate specific data protection measures in Europe and the healthcare industry, respectively.
Meanwhile, ISO 27001 provides a framework for implementing the controls needed to meet the requirements of the GDPR and HIPAA. It offers a structured approach to managing information security that supports regulatory compliance.
Thus, we use ISO 27001 as a foundation for our compliance efforts. Implementing an ISMS that aligns with ISO 27001 is how Unity Communications ensures compliance with data security laws. It allows us to effectively meet the requirements of GDPR, HIPAA, and other relevant regulations.
How Unity plans to maintain data privacy excellence
Data security is not static. The cybersecurity landscape is constantly evolving, and Unity Communications commits to staying ahead of emerging threats. Our DPO states that after achieving the certification, our new challenge as a company is maintaining and upholding the ISO 27001 standards.
Nevertheless, Unity’s DPO believes we have a lot of potential to strengthen the implementation of ISO 27001. Our roadmap for continuous security enhancement includes the following:
- Investment in cutting-edge security technologies. We are exploring threat detection systems that can identify and mitigate risks in real time.
- Expansion of security training programs. As cyber threats become more sophisticated, our security awareness training will evolve to equip all employees to handle new challenges.
- Enhanced compliance with emerging regulations. As global data protection laws change, we proactively update our policies and security measures to comply with new requirements.
ISO 27001 is not a one-time achievement but a framework that will guide our security efforts well into the future. How Unity Communications remains committed to maintaining and improving its security posture is the key to ensuring data security in its operations.
The bottom line
At Unity Communications, data security is a core principle embedded in our DNA. Achieving ISO 27001 certification reinforces our commitment to safeguarding client information with the highest protection standards.
Through robust security measures, industry-leading compliance, and a forward-thinking approach, we are confident our clients can trust us with their most sensitive data.
In an era where cyber threats are more prevalent than ever, working with an ISO-certified BPO provider is a wise choice. Let’s connect to learn more about Unity Communications.
