{"id":28749,"date":"2026-05-20T08:00:00","date_gmt":"2026-05-20T06:00:00","guid":{"rendered":"https:\/\/pegamento.nl\/niet-gecategoriseerd\/how-secure-are-cloud-solutions-for-storing-customer-data\/"},"modified":"2026-06-03T22:41:28","modified_gmt":"2026-06-03T20:41:28","slug":"how-secure-are-cloud-solutions-for-storing-customer-data","status":"publish","type":"post","link":"https:\/\/pegamento.nl\/en\/contact-center\/how-secure-are-cloud-solutions-for-storing-customer-data\/","title":{"rendered":"How secure are cloud solutions for storing customer data?"},"content":{"rendered":"<p>The question of whether cloud storage is secure for customer data is more topical than ever in 2026. Organizations that process large amounts of customer information every day, via telephone, chat, e-mail or WhatsApp, face a serious responsibility. Because customer data is sensitive, and a data breach or AVG violation can have major consequences for your reputation as well as your business operations. On the <a href=\"https:\/\/pegamento.nl\/en\/solutions\/\">page about customer contact solutions<\/a> you can read how modern platforms manage customer data responsibly. In this article we explain exactly what secure cloud storage means, what risks you need to be aware of, and how to make an informed choice.    <\/p>\n<h2>What exactly does &#8220;secure cloud storage&#8221; for customer data mean?<\/h2>\n<p>Secure cloud storage for customer data means more than just a password on a server. It involves a combination of technical measures, legal frameworks and organizational agreements that together ensure that customer information is accessible only to those who have a right to it, and that the data remains integrity, available and confidential. <\/p>\n<p>In practice, secure cloud security includes the following elements:<\/p>\n<ul>\n<li><strong>Encryption<\/strong>: data is encrypted both in transit and in storage so that unauthorized persons cannot access it.<\/li>\n<li><strong>Access control<\/strong>: only authorized employees and systems have access to specific customer data.<\/li>\n<li><strong>Logging and monitoring<\/strong>: all access to data is tracked so that anomalous behavior can be quickly detected.<\/li>\n<li><strong>Data location<\/strong>: clarity on where data is physically stored, preferably within the European Union or specifically within the Netherlands.<\/li>\n<li><strong>Continuity<\/strong>: backups, failover mechanisms and recovery plans ensure that data remains available even in the event of technical problems.<\/li>\n<\/ul>\n<p>For contact centers and customer contact environments, data is often extra sensitive: call recordings, complaint history, personal data and payment information all come together in one place. That makes a solid foundation for cloud storage not a luxury, but a necessity. <\/p>\n<h2>What are the risks associated with cloud storage of customer data?<\/h2>\n<p>Cloud storage offers many advantages, but it is fair to name the risks as well. Those who know those risks can better manage them. <\/p>\n<p>The most common risks in cloud security are:<\/p>\n<ul>\n<li><strong>Data breaches due to misconfiguration<\/strong>: misconfigured access rights or storage buckets can inadvertently expose data to the public Internet.<\/li>\n<li><strong>Vendor lock-in<\/strong>: if your data is completely dependent on one cloud vendor, migration to another can become complex and costly.<\/li>\n<li><strong>Insufficient transparency about data location<\/strong>: some cloud providers store data outside the EU, which poses problems for AVG compliance.<\/li>\n<li><strong>Phishing and credential attacks<\/strong>: employees are often the weakest link; stolen login credentials allow access to cloud environments.<\/li>\n<li><strong>Shared infrastructure<\/strong>: in public cloud environments, multiple customers share the same physical infrastructure, which poses risks if isolation is not properly set up.<\/li>\n<\/ul>\n<p>The good news is that all of these risks are manageable with the right combination of technology, processes and vendor choices. Awareness is the first step. <\/p>\n<h2>How does AVG compliance work for cloud-based customer contact solutions?<\/h2>\n<p>The General Data Protection Regulation (AVG) sets clear requirements for how you handle personal data, including when it is stored in the cloud. Specifically, for cloud-based data storage and contact center solutions, this means the following: <\/p>\n<p><strong>Processor agreement<\/strong>: you as an organization are the data controller. The cloud provider is the processor. A processor agreement must be in place between the two parties that establishes how data is processed, secured and, if necessary, deleted.  <\/p>\n<p><strong>Purpose limitation and minimal data processing<\/strong>: you should store only that customer data that is strictly necessary for the purpose for which it was collected. Cloud solutions should support this through configurable retention periods and automatic deletion. <\/p>\n<p><strong>Data subject rights<\/strong>: customers have the right to see, correct or have their data deleted. Your cloud solution must technically enable this. <\/p>\n<p><strong>Data location within the EU<\/strong>: preferably store customer data within the Netherlands or the European Union. Transfer to countries outside the EU is only allowed under strict conditions. Some vendors explicitly offer a 100% Dutch cloud infrastructure, which greatly simplifies AVG compliance.  <\/p>\n<p><strong>Incident management<\/strong>: in the event of a data breach, you are obliged to report this to the Personal Data Authority within 72 hours. Your cloud provider must be able to support you in this with rapid detection and reporting. <\/p>\n<h2>What is the difference between public, private and hybrid cloud for customer data?<\/h2>\n<p>Not every cloud solution is the same. Choosing between public, private and hybrid cloud has direct implications for the security of your customer data. <\/p>\n<p><strong>Public cloud<\/strong>: infrastructure is shared with other organizations. Services from large providers are included. The advantage is scalability and low entry cost, but control over data location and isolation is more limited. For sensitive customer data, this requires extra attention to configuration and contractual agreements.   <\/p>\n<p><strong>Private cloud<\/strong>: the infrastructure is exclusive to your organization, either on-premise or with a specialized vendor. This offers maximum control and isolation, but typically comes with higher costs and more management responsibility. <\/p>\n<p><strong>Hybrid cloud<\/strong>: a combination of both. Less sensitive data and processes run in the public cloud, while the most critical customer data remains in a private environment. This gives you the flexibility of the public cloud with the control of the private cloud.  <\/p>\n<p>For contact centers with large volumes of customer data, a hybrid approach is often a smart balance: you benefit from scalability for peak load, while keeping sensitive data protected in a protected environment.<\/p>\n<h2>What security certifications should a cloud vendor have?<\/h2>\n<p>Certifications are a reliable way to assess whether a cloud vendor takes its security seriously. They show that an independent party has reviewed the processes and measures. <\/p>\n<p>These are the certifications to look out for:<\/p>\n<ul>\n<li><strong>ISO 27001<\/strong>: This is the international standard for information security and the most important certification you can expect from a cloud vendor. It proves that the vendor has a demonstrable management system for information security, including risk analysis, incident management and continuous improvement. <\/li>\n<li><strong>ISO 9001<\/strong>: focuses on quality management and demonstrates that processes are systematically managed and improved.<\/li>\n<li><strong>ISO 26000<\/strong>: corporate social responsibility guideline, relevant if sustainability and ethics play a role in your choice of suppliers.<\/li>\n<li><strong>NEN 7510<\/strong>: specific to the healthcare sector, focusing on information security when processing medical data.<\/li>\n<li><strong>SOC 2 Type II<\/strong>: an American standard that proves systems are secure, available and confidential over an extended period of time.<\/li>\n<\/ul>\n<p>Always ask any potential cloud vendor for current certifications and associated audit reports. A certification from five years ago without reexamination offers little guarantee. <\/p>\n<h2>How do you choose a secure cloud solution for customer contact?<\/h2>\n<p>When choosing a secure cloud solution for your customer contact, there are a number of concrete steps that will help you make an informed decision:<\/p>\n<ul>\n<li>First, map out what customer data you process and how sensitive it is.<\/li>\n<li>Check whether the vendor can offer a processor agreement that complies with the AVG.<\/li>\n<li>Ask explicitly about the data location: is data stored within the Netherlands or the EU?<\/li>\n<li>Verify current security certifications, with ISO 27001 as a minimum requirement.<\/li>\n<li>Assess vendor transparency: can you always trace where data goes and who has access to it?<\/li>\n<li>Look at options for access control, encryption and incident reporting.<\/li>\n<li>Consider whether a hybrid cloud approach is a better fit for your security requirements than a fully public solution.<\/li>\n<\/ul>\n<p>A well-chosen cloud solution for customer data is not only secure, but also workable for your employees and scalable for your organization.<\/p>\n<h2>How Pegamento helps with secure cloud storage of customer data<\/h2>\n<p>We understand that security and ease of use must go hand in hand. As an ISO 27001, ISO 9001 and ISO 26000-certified ICT specialist, we offer cloud-based customer contact solutions that are fully AVG compliant and built on a 100% Dutch cloud infrastructure. No data outside the EU, no opaque structures, but full control and explainability.  <\/p>\n<p>What we offer specifically for secure cloud security of customer data:<\/p>\n<ul>\n<li><strong>Proprietary Dutch cloud infrastructure<\/strong> for maximum data sovereignty and AVG compliance.<\/li>\n<li><strong>Encryption of data<\/strong> in transport and in storage, built into our solutions as standard.<\/li>\n<li><strong>Transparent processor agreements<\/strong> that define exactly how your customer data is managed.<\/li>\n<li><strong>Certified security<\/strong> with ISO 27001 as the foundation, complemented by ISO 9001 and ISO 26000.<\/li>\n<li><strong>One point of contact<\/strong> for your entire customer contact environment: from telephony and omnichannel to knowledge management and AI, all under one roof without complex vendor structures.<\/li>\n<li><strong>Custom solutions with standard building blocks<\/strong>, so you don&#8217;t pay for unnecessary complexity but get what your organization needs.<\/li>\n<\/ul>\n<p>Whether you are looking for a <a href=\"https:\/\/pegamento.nl\/en\/phone-system\/\">secure and scalable telephony system<\/a> or want to set up a fully integrated customer contact environment, we will help you step by step. <a href=\"https:\/\/pegamento.nl\/en\/contact-2\/\">Contact us<\/a> for a no-obligation discussion on how your organization can manage customer data securely and efficiently in the cloud.<\/p>\n<div class=\"wp-block-seoaic-faq-block\">\n    <h2 class=\"seoaic-faq-section-title\">Frequently Asked Questions<\/h2>\n            <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe lang mag je klantdata bewaren in de cloud volgens de AVG?            <\/h3>\n            <p class=\"seoaic-answer\">\n                De AVG schrijft geen vaste bewaartermijn voor, maar hanteert het principe van &#8216;minimale gegevensverwerking&#8217;: je mag data niet langer bewaren dan noodzakelijk voor het doel waarvoor ze zijn verzameld. In de praktijk betekent dit dat je per type klantdata een eigen retentiebeleid moet opstellen, bijvoorbeeld 12 maanden voor gespreksopnames of 7 jaar voor factuurgegevens vanwege de fiscale bewaarplicht. Kies een cloudoplossing die automatische verwijdering en configureerbare retentieperiodes ondersteunt, zodat je dit beleid technisch kunt afdwingen zonder handmatige tussenkomst.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Wat moet ik doen als mijn cloudleverancier een datalek meldt?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Als je cloudleverancier een datalek signaleert, ben jij als verwerkingsverantwoordelijke verplicht dit binnen 72 uur te melden bij de Autoriteit Persoonsgegevens, mits het lek een risico vormt voor de rechten en vrijheden van betrokkenen. Zorg er daarom voor dat je vooraf duidelijke afspraken hebt gemaakt met je leverancier over incidentmelding: hoe snel informeren zij jou, welke informatie leveren zij aan, en wie is het aanspreekpunt? Leg dit vast in de verwerkersovereenkomst, zodat je bij een incident direct kunt handelen in plaats van kostbare tijd te verliezen aan interne afstemming.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Is een cloudoplossing van een grote internationale aanbieder zoals Microsoft Azure of AWS ook AVG-compliant?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Grote internationale cloudaanbieders bieden inderdaad AVG-conforme configuraties aan, maar dat betekent niet dat je automatisch compliant bent zodra je hun diensten gebruikt. Jij blijft als verwerkingsverantwoordelijke eindverantwoordelijk voor de juiste instellingen, datalocatiekeuzes en contractuele afspraken. Een specifiek risico bij internationale aanbieders is dat data alsnog buiten de EU kan worden verwerkt als je de regio-instellingen niet expliciet configureert, of dat Amerikaanse wetgeving zoals de CLOUD Act toegang tot jouw data kan opeisen. Een leverancier met een 100% Nederlandse cloudinfrastructuur elimineert deze juridische grijze zones volledig.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe bescherm ik mijn medewerkers tegen phishing-aanvallen gericht op onze cloudklantcontactomgeving?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Medewerkers zijn inderdaad vaak het meest kwetsbare punt in de beveiliging van cloudomgevingen. De meest effectieve maatregelen zijn het verplicht instellen van multifactorauthenticatie (MFA) voor alle cloudtoegang, het regelmatig trainen van medewerkers in het herkennen van phishingpogingen en het toepassen van het principe van &#8216;least privilege&#8217;: medewerkers krijgen alleen toegang tot de data die zij voor hun functie nodig hebben. Combineer dit met actieve monitoring en loginmeldingen bij verdachte inlogpogingen, zodat een gecompromitteerd account snel wordt gedetecteerd en geblokkeerd.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Wat zijn de eerste concrete stappen als mijn organisatie wil overstappen naar een veilige cloudoplossing voor klantcontact?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Begin met een data-inventarisatie: breng in kaart welke klantdata je momenteel verwerkt, waar die nu wordt opgeslagen en wie er toegang toe heeft. Stel vervolgens je beveiligingseisen op aan de hand van de gevoeligheid van die data en de AVG-verplichtingen die erop van toepassing zijn. Ga daarna pas leveranciers vergelijken, waarbij ISO 27001-certificering en een sluitende verwerkersovereenkomst als minimumvereiste gelden. Een gefaseerde migratie, waarbij je begint met minder gevoelige processen, vermindert risico&#8217;s en geeft je team de tijd om vertrouwd te raken met de nieuwe omgeving.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Kan ik als kleine of middelgrote organisatie ook profiteren van veilige cloudopslag, of is dat alleen weggelegd voor grote bedrijven?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Veilige cloudopslag is juist voor kleinere organisaties vaak toegankelijker dan een eigen beveiligde on-premise infrastructuur opzetten en beheren. Een goede cloudleverancier brengt enterprise-niveau beveiliging, certificeringen en AVG-compliance als standaard mee, zonder dat jij een groot intern IT-team nodig hebt. Let bij het vergelijken van aanbieders op transparante prijsmodellen zonder verborgen kosten, schaalbaarheid zodat je kunt meegroeien, en de beschikbaarheid van een vast aanspreekpunt dat jou ontzorgt bij vragen over beveiliging en compliance.            <\/p>\n        <\/div>\n                <div class=\"seoaic-faq-item\">\n            <h3 class=\"seoaic-question\">\n                Hoe controleer ik of mijn huidige cloudleverancier daadwerkelijk voldoet aan wat er in de verwerkersovereenkomst staat?            <\/h3>\n            <p class=\"seoaic-answer\">\n                Een verwerkersovereenkomst is pas waardevol als je ook kunt verifi\u00ebren dat de afspraken worden nagekomen. Vraag je leverancier om actuele auditrapportages bij hun certificeringen, zoals het ISO 27001-auditrapport, en controleer de geldigheidsdata. Goede leveranciers bieden daarnaast transparantiefuncties zoals toegangslogs, verwerkingsregisters en dashboards waarmee je zelf kunt inzien wie toegang heeft gehad tot jouw data. Plan bovendien jaarlijks een evaluatiegesprek met je leverancier om wijzigingen in hun infrastructuur, subverwerkers of beveiligingsbeleid tijdig te signaleren.            <\/p>\n        <\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>Cloud storage for customer data brings both risks and opportunities. Find out what truly secure cloud security means. <\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[500],"tags":[],"class_list":["post-28749","post","type-post","status-publish","format-standard","hentry","category-contact-center"],"_links":{"self":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/28749","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/comments?post=28749"}],"version-history":[{"count":2,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/28749\/revisions"}],"predecessor-version":[{"id":28777,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/posts\/28749\/revisions\/28777"}],"wp:attachment":[{"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/media?parent=28749"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/categories?post=28749"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pegamento.nl\/en\/wp-json\/wp\/v2\/tags?post=28749"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}