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Remote Work Considerations – SaaS Defense in the Wild West - Evolve IP - ContactCenterWorld.com Blog

Remote Work Considerations – SaaS Defense in the Wild West

Having provided virtual desktop and infrastructure solutions for over 11 years Evolve IP has seen a massive shift take place in the way IT provides applications to end users.  11 years ago, customers were utilizing 90% client-server based software. Meaning companies would acquire a server, whether physical or virtual, install the application and then install the client on each user’s desktop.   

Now, fast forward to today and I would argue that the number is down to around 25%. So, where are all those applications moving? It should be no surprise when I write Software as a Service (SaaS).  Companies like Salesforce.com, ADP, Concur, Outreach are all delivered via a browser with no software to install. 

For the purposes of this post, I’ll be using the term “before” to describe how applications were delivered to end users in the “old days” and “after” to describe how applications are delivered now.  Our first post looked at the changing role of Active Directory and today we’re going to see how SaaS has caused IT to play Defense in the Wild West. 

Up until the explosion of SaaS, the industry best practice was what IT referred to as “defense in depth”.  At its most basic level, this meant a firewall at the edge of the network, then some sort of monitoring at the network level for traffic that may not appear legitimate, and then finally all sorts of different security tools at the server or desktop level. Basically, build big castle walls and keep the bad guys out. 

 Today, the new corporate network doesn’t stop at HQ’s walls.  It also doesn’t stop at the VPN connections.  It’s everywhere.  Users need to access resources from different SaaS providers around the globe and those connections are all public.   

 For corporate assets, IT still maintains anti-virus (AV) and other protections on those devices which certainly helps.  Some companies have turned to Cloud Access Security Brokers (CASB) in an effort put a man in the middle act as a relay to protect the enterprise while enabling a more flexible environment for their employees. Unfortunately, to date, these solutions have proved very costly and complicated to implement. 

Remote Work Considerations – Securing the New Corporate Network

Evolve IP has developed a comprehensive solution that addresses the needs of the IT and the business. Workspaces enable mobility and security and give employees the tools they need to do their jobs in ways that make them more productive than ever.

Source: https://www.evolveip.net/blog/remote-work-considerations-saas-defense-in-the-wild-west

Publish Date: April 6, 2020


2023 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 



View more from Evolve IP

Recent Blog Posts:
Hosted Unified Communications in a New Era of CareFebruary 10, 2022
Top Three Unified Communications Market TrendsNovember 23, 2021
Virtual Desktop Infrastructure (VDI) Workspace ExplainedOctober 26, 2021
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020

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