Workplace Collaboration and Contact Center Security: 2026

Author: Irwin Lazar, President and Principal Analyst

As use of apps and features grow, and as AI becomes an integral part of the mix, companies must ensure security and compliance for employee and customer engagement platforms to protect customer data, protect intellectual property, and ensure brand reputation.

In this global study, we provide actionable insight for successfully creating and implementing security and compliance strategies to enable maximum ROI for emerging technologies such as generative AI text and voice agents, visual engagement, and more.

Topics Include:

• Organizational strategies and budgets
• Threat identification and mitigation approaches
• Use of specialty security and compliance management tools
• Privacy management
• Mobile security and compliance
• Investment justification in security products and solutions
• AI (including generative AI) compliance and security
• Contact center fraud protection
• Use of branded calling solutions

Table of Contents

• About Metrigy
• Study Overview
• Security Incidents
• Security and Compliance Organization
• Workplace Collaboration Security
• Contact Center Security
• AI Security
• Messaging Security
• Third-party Security Platforms
• Compliance
• Mobility and Mobile Device Management
• Video Content Security and Compliance
• Branded Calling