CX Security 101

If your agency is exploring cloud-based contact center solutions, understanding FedRAMP standards—and specifically FedRAMP High standards—is essential. It’s not just a certification — it’s a signal that a solution meets the highest level of cloud security required by the U.S. government.

What is FedRAMP High?
FedRAMP (Federal Risk and Authorization Management Program) provides a standardized approach to security assessment, authorization, and continuous monitoring for cloud products and services used by federal agencies. The High Impact level is reserved for systems where a data breach could result in severe or catastrophic effects — including loss of life, financial ruin, or national security threats.

Why it matters for your contact center:

• Federal agencies often handle sensitive data like health records, financial information, and law enforcement communications.
• SLED agencies may manage emergency services, public health systems, or education platforms — all of which require robust data protection.
• Citizen trust depends on your ability to keep their information safe and your services available.

FedRAMP High vs. Moderate:

• Moderate: ~325 security controls; suitable for general government data
• High: ~425 controls; required for mission-critical systems

How Content Guru helps:
Content Guru’s storm^® CX platform is the only full-stack CCaaS platform with FedRAMP High authorization. That means every module — from voice and chat to CRM and AI — is built to meet the strictest federal security standards. No gaps. No third-party patchwork. Just end-to-end, native-built protection.

Bonus: storm^® is also aligned with GovRAMP (formerly StateRAMP), making it a strong fit for SLED agencies seeking standardized cloud security.

Want to learn how FedRAMP High can future-proof your contact center?

Contact our Government Solutions team.

Not all FedRAMP authorizations are created equal. While FedRAMP Moderate is suitable for systems where data loss would cause serious adverse effects, FedRAMP High is required when the impact could be severe or catastrophic — such as in law enforcement, emergency services, or healthcare.

Key differences:

• FedRAMP Moderate: ~325 security controls
• FedRAMP High: ~425 controls, including stricter access control, incident response, and encryption requirements

Why it matters:
Many agencies still rely on Moderate-level solutions, but the threat landscape has evolved. Cyberattacks are more sophisticated, and citizen data is more valuable than ever. Agencies must plan for where security needs are going — not where they’ve been.

How Content Guru helps:
Content Guru’s storm^® CX platform is FedRAMP High authorized across the full stack — meaning every module, feature, and function meets the highest federal standards.

Let’s talk about upgrading your security posture.

When it comes to citizen services, availability isn’t just a technical metric — it’s a matter of public trust, safety, and operational continuity.

Why it matters:

• Federal Use Case: A benefits agency processing claims for veterans or retirees must be reachable at all times. Downtime can delay critical payments, disrupt appeals, and erode trust in government systems.
• SLED Use Case: A 311 or emergency response center in a major city must be able to handle surges in calls during natural disasters or public health emergencies. Even a few minutes of downtime can mean missed reports, delayed dispatches, or compromised safety.

What is >99.999% uptime?
It means your contact center is down for less than 5 minutes per year. This level of reliability is essential for mission-critical operations — and only achievable with a platform built for resilience.

How Content Guru helps:
Content Guru’s storm^® CX platform is hosted in CONUS-based, active-active data centers, meaning each site can operate independently. Our full-stack architecture ensures seamless failover, no single points of failure, and consistent performance across all channels.

Want to learn how to build a resilient contact center strategy?

Contact our Government Solutions team.​

Controlled Unclassified Information (CUI) and Personally Identifiable Information (PII) are common in government contact centers — but they require uncommon care.

Examples of CUI and PII in CX:

• Social Security numbers
• Medical records
• Financial data
• Case notes and transcripts

Why it matters:
A breach of CUI or PII can lead to identity theft, legal liability, and loss of public trust. Agencies must ensure this data is encrypted, access-controlled, and monitored — across all communication channels.

How Content Guru helps:
Content Guru’s storm^® CX platform is designed to protect sensitive data with FedRAMP High-level controls, including encryption, access logging, and secure storage.

Let’s talk about safeguarding your agency’s most sensitive data.

Accessibility isn’t just a checkbox — it’s a commitment to equity, inclusion, and service for all.

Why it matters:

• Section 508 requires federal agencies to make electronic and information technology accessible to people with disabilities.
• ADA mandates equal access to public services, including digital communications.
• WCAG provides technical guidelines for web accessibility, used by many SLED agencies.

Real-world impact:

• A citizen who is deaf may need to communicate via video with a sign language interpreter.
• A visually impaired employee may rely on screen readers to navigate their agent interface.
• A person with mobility challenges may prefer asynchronous channels like SMS or email.

How agencies can meet these standards:

1. Choose platforms with built-in accessibility, not bolt-ons
2. Train staff on inclusive communication
3. Test regularly for WCAG 2.1 and Section 508 compliance
4. Design workflows that accommodate all users

How Content Guru helps:
Content Guru’s storm^® CX platform is fully compliant with Section 508, ADA, and WCAG, and supports video-based sign language via storm LINK. Our browser-based interface enables agencies to hire agents with disabilities and serve citizens inclusively — without compromising performance.

Let’s talk about building a contact center that works for everyone.

Contact our Government Solutions team.

AI can transform citizen experience — but only if it’s secure, compliant, and transparent.

What to look for in secure AI:

• FedRAMP-authorized infrastructure
• Encryption of AI-generated data
• Auditability and explainability
• No vendor lock-in

Why it matters:
Government agencies must protect sensitive data like PII and CUI, even when processed by AI. They also need the flexibility to adapt as AI tools evolve — without being locked into a single vendor’s ecosystem.

How Content Guru helps:
Our brain® AI orchestration layer allows agencies to integrate the AI tools they trust today — and switch or layer new ones tomorrow. All within a FedRAMP High authorized environment.

Explore secure, flexible AI with our Government Solutions team.

Encryption is the backbone of data security — but not all encryption is created equal.

FIPS-validated modules are tested against standards set by NIST and are required for federal systems.
NSA-approved cryptographic modules go even further, offering protection for classified or highly sensitive data.

Why it matters:
Whether you’re protecting citizen health records, financial data, or internal communications, encryption must meet federal and state standards — and be implemented consistently across all systems.

How Content Guru helps:
Content Guru’s storm^® CX platform uses FIPS-validated and NSA-approved cryptographic modules to protect data at rest and in transit — across every channel.

Let’s talk about encryption best practices for your agency.

Getting an Authority to Operate (ATO) can be a long, complex process — especially when your contact center is built from multiple third-party tools.

Why it matters:
Each component in a multi-vendor system may require separate documentation, testing, and risk assessments. This slows down deployment and increases the risk of compliance gaps.

How Content Guru helps:
Content Guru’s storm^® CX platform is a fully FedRAMP High authorized, full-stack CCaaS platform. That means:

• Every module is within the accreditation boundary
• No need to reauthorize third-party tools
• Faster, simpler ATO process

Ask us how we can streamline your path to ATO.