Zero Trust Architecture for Next-Generation Contact Centers: A Comprehensive Framework for Security, Compliance, and Operational Excellence

Author(s)	Siva Venkatesh Arcot
Country	United States
Abstract	As contact centers evolve into omnichannel customer experience hubs processing millions of interactions daily, they have become high-value targets for sophisticated cyber threats. This paper presents a comprehensive Zero Trust Architecture (ZTA) framework specifically designed for modern contact centers, addressing the unique challenges of hybrid workforces, cloud-native infrastructures, and stringent regulatory compliance requirements. Through analysis of real-world implementations across 50+ organizations, we demonstrate how Zero Trust principles can reduce security incidents by 75%, improve compliance scores by 40%, and enable seamless remote operations while maintaining enterprise-grade security postures.
Keywords	Zero Trust Architecture, contact centers, cybersecurity, compliance, micro segmentation, behavioral analytics, quantum-resistant security, AI-driven threat detection
Field	Engineering
Published In	Volume 5, Issue 5, September-October 2023
Published On	2023-09-09

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International Journal For Multidisciplinary Research