< Return to blog VoIP – Cybersecurity, risks and best practices in 2025 VoIP security and encryption How do you know if your VoIP is secure? Some VoIP Best Practices for IT Managers In conclusion Voice over IP (VoIP) has been at the center of all interactions since its emergence in the world of contact centers. VoIP transmits data from one point to another using packet switching. In short, the human voice is divided into smaller fragments to travel faster through the cloud to the end caller. Once there, the fragments are reassembled and successfully transmit voice data. VoIP offers countless benefits to businesses in terms of fast communication, better customer service resolution rates, and increased productivity. The big question on everyone’s mind in 2021 is related to cybersecurity attacks, which are impacting contact centers worldwide due to the intensive use of VoIP telephony. Cyberattacks in France quadrupled last year, forcing authorities to strengthen the end-to-end cyber defense chain. Around 70% of business decision-makers are now more than concerned about the high cybersecurity risk their companies face. Who are these attacks targeting? How much damage are they causing? What measures can be taken to stay “safe” from these attacks? Let’s dive into the world of cybersecurity and see how it can impact your contact center. Today’s businesses are focused on quickly adopting the latest trends, and many business owners have neglected the simple aspect of VoIP security when it comes to data breaches to the point of no return. Large companies like Target, which saw their reputation plummet by approximately 54% a year after their infamous 2013 data breach, are struggling to recover. So, while some large retailers and well-known brands can recover from a data breach, your company likely won’t be so lucky. 1. VoIP Security and Encryption VoIP phones are more secure than regular landline phones for the simple reason that they have analytics and monitoring capabilities, unlike regular landline phones, which are more expensive to maintain and implement. Encrypted conversations contain unreadable keypads broken down into voice samples that are transmitted from one point to another, preventing them from being deciphered by hackers. Even if intercepted, encryption ensures that hackers will not be able to decipher messages within conversations. For secure transfer, SRPT (Secure Real Time Transport Protocol) is used. It contains AES (Advanced Encryption Standard) for data samples while ensuring message authentication and provides additional security against possible replay. In addition to SRPT, VoIP solutions must be encrypted with Transport Layer Security to protect data such as phone numbers, caller names, and other details. It also prevents tampering with messages and listening to calls. Both TLS and AES are required if you want end-to-end encryption. Servers, internet service providers, hackers, and telecommunications service providers won’t be able to access your communications as long as they’re end-to-end encrypted. ➡️ Here are some comments on security risks and measures to be implemented in order to stop the damage caused by cyber attacks. a) Sample detection and black hole attacks Sample sniffing is one of the most common attacks faced by small and medium-sized contact centers. It allows hackers to access unencrypted information contained in voice data packets as they travel from one point to another. Packet loss occurs when voice data doesn’t reach its destination. Sample sniffers seek to steal information through a packet dropping attack (also known as a black hole attack). Samples are intentionally inserted into your data streams and bypass your router, resulting in a slow connection or data loss. connection. Using a VoIP VPN helps make your internet lines more secure. End-to-end encryption is also another way to secure your VoIP lines. Setting them up may take some time, but they provide protection against suspicious connections, unrecognized devices, and more through constant network monitoring. b) DDoS attacks DDoS (Distributed Denial of Service) attacks, on the other hand, occur when servers are intentionally overwhelmed, preventing businesses from using their own VoIP. The use of botnets (remotely manipulated and controlled robots created by hackers) is the main cause of DDoS attacks. The modus operandi is very simple: Flood all communication channels (websites, servers, and networks) with so much data and requests that they can’t handle them, causing a kind of overload that renders VoIP inoperable. Common signs are: Unexpected and prolonged bandwidth spikes 503 HTTP Error Responses Slow service Unusual traffic from similar devices, IP addresses, and sources. To mitigate DDoS attacks, VLANs (Virtual Local Area Networks) specifically designed for VoIP traffic are considered the best option to use here, as they make it easier to identify unwarranted and unusual data flows. For users traversing a Wide Area Network (WAN), monitored encryption is the best way to protect your business from DDoS attacks. c) Vishing Vishing is similar to phishing. The only difference here is that hackers will use voice communication methods to trick the end user into revealing sensitive information such as passwords, credit card information, security codes, and more. Hackers use a method called “Caller ID spoofing,” which involves making your caller IDs appear legitimate. This could be a call from your local bank stating that your account has been compromised and they need your password to secure it. Thorough verification methods should be implemented to verify caller identity and phone requests, even if they appear to be coming from an IT department. Another tactic that can be used here is proper agent training. Agents should be instructed not to disclose confidential information unless it has been approved by a supervisor. The signs of Vishing are: Short and unusual numbers appearing on the caller ID display. Surprising calls from well-known or famous companies Persistent request to provide confidential information for verification purposes. A false sense of urgency created by the caller. How to prevent Vishing: Do not provide confidential information over the phone to anyone you suspect. Sign up for a Do Not Call Registry Do not respond to voicemail messages on the answering machine or by phone. d) Phreaking attacks Hackers can