System Security and Compliance
Data Encryption
Data Encryption protects sensitive customer and interaction data at rest across voice and digital channels. When Bring Your Own Key (BYOK) encryption is enabled for a contact center, the platform encrypts call recordings, chat/voice transcripts, message attachments, and select customer PII (like phone numbers) using keys that are ultimately protected by an external secret manager — never by a key stored in plain form inside the product database or codebase.
Password Policy
Password policies let your organization control how strong local (platform) passwords must be, how often they expire, and whether old passwords may be reused. Policies are scoped (for example by user type and hierarchy context such as contact center) and can be turned on or off per scope.
Two-Factor Authentication (2FA)
Two-Factor Authentication (2FA) adds an extra layer of security to the contact center login process. When enabled, users must provide both their standard credentials (User ID and password) and a one-time password (OTP) to complete login.
Custom Domain and IP Whitelisting
By default, Exotel Contact Center agents can access their workspace from any location using a shared Exotel domain (e. g.