How Secure Is Your CX?
Lessons from a Conversation with Geoff Works at UJET.cx

Recently, we sat down with Geoff Works, VP of Global Channel Sales at UJET, to talk through a topic that comes up with nearly every client we serve: data security in the contact center.

With the sheer volume of personal data flowing through CX platforms every day, it’s no surprise that security has become just as critical as customer satisfaction. Geoff didn’t waste time getting to the heart of it:

“Security can't be a checkbox or an afterthought for organizations investing in a CX platform.  Plain & simple, prioritizing security isn't optional; it's a fundamental requirement for protecting their business from risk. ,” Geoff told us.

In this post, we’re unpacking key insights from our chat with Geoff and highlighting some of the powerful ways UJET is helping businesses protect their customer data without slowing down operations.

The Risk Isn’t Theoretical—It’s Constant

Most companies understand that contact centers are handling sensitive information—names, account numbers, sometimes even payment details or health data. But not everyone realizes just how often that data moves between agents, systems, and platforms.

Geoff shared a stark reminder:

“A customer call today isn’t just a conversation—it’s a data transaction. If that handoff isn’t encrypted, monitored, and auditable, you’ve got a soft target for bad actors.”

And he’s right. Between compliance pressures and growing concerns from customers themselves, the bar for secure CX has never been higher.

Why UJET Doesn’t Store Your Data (And That’s a Good Thing)

One of the more unique parts of UJET’s architecture is what they don’t do—and that’s store your customer data.

“We’ve flipped the script on traditional CCaaS platforms,” Geoff said. “To minimize potential security or compliance issues, we don’t house ANY customer data on our servers. Instead, we route it directly into your CRM in real-time.  In addition to inherently increasing security, we’re also providing a single data repository; thereby minimizing additional & separate data silos”

That real-time data exchange keeps your CRM as the system of record and reduces the surface area for potential breaches. It also means no data duplication, less syncing complexity, and better control on your end.

Encryption and Control—Front to Back

When we asked Geoff how UJET handles encryption, his answer was refreshingly straightforward:

“Everything’s encrypted. In transit, at rest, everywhere.”

UJET uses Transport Layer Security (TLS 1.2+) to protect data in motion and AES-256 encryption for data at rest. That’s the gold standard—strong enough for banks, health systems, and global enterprises.

But beyond the tech specs, what stood out was the level of transparency and control they offer users:

• No default PII storage on the platform.
• Clear controls for managing, deleting, or exporting data.
• Full visibility into third-party sub-processors (and the option to reject changes).
  
  

This is security that’s not only strong—but also built around the principle of customer ownership.

Audit-Ready. Always.

Another highlight from our conversation: UJET’s certification list is deep—and not just for show. It includes:

• SOC 1 Type II and SOC 2 Type II
• HIPAA compliance
• PCI DSS for payment handling
• ISO 27001, 27017, 27018
• GDPR and CCPA alignment
• FINRA for financial services
  
  

“We’re not just passing audits—we’re building systems that are audit-ready by design,” Geoff emphasized. “Our customers don’t have time to worry about whether they’re meeting regulatory requirements. That’s our job.”

It’s a compelling promise, especially for organizations navigating complex regulatory landscapes across industries like healthcare, finance, and retail.

Security That Doesn’t Slow You Down

Security is often seen as a tradeoff—protecting data at the cost of speed, simplicity, or user experience. UJET pushes back on that idea hard.

Their platform is designed to be lightweight on the backend and seamless on the frontend, giving agents and customers a smooth interaction without ever compromising privacy.

Geoff summed it up best:

“Security should be invisible to your customers but rock solid behind the scenes. If it’s getting in the way of good CX, you’re doing it wrong.”

Let’s Wrap It - What Should You Look for in a Secure CX Platform

If you’re evaluating CX solutions today, it’s not enough to ask whether they’re secure. You need to know how. Here are a few of the questions we walked away with after speaking to Geoff:

• Where does customer data live—and how long does it stay there?
• Are communications encrypted at every touchpoint?
• Does the platform comply with industry-specific regulations?
• How fast will I be notified in the event of a breach?
• Do I have control over how and where data flows?
  
  

UJET’s answers to those questions are reassuring—and refreshingly detailed. If your current provider is giving vague or canned responses, it might be time to ask harder questions.



Want to Learn More?

We’re grateful to Geoff Works and the team at UJET for pulling back the curtain on what it means to build secure, compliant CX at scale. If you're exploring options or want to see a demo, get in touch—we’d be happy to connect you with UJET or walk through how their approach could fit into your stack.