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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 5:00 AM


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 



View more from Evolve IP

Recent Blog Posts:
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021 5:00 AM
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021 5:00 AM
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021 5:00 AM
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021 5:00 AM
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020 5:00 AM
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020 5:00 AM
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020 5:00 AM
Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
Top 15 Questions to Ask Yourself Before Choosing a Work Anywhere Unified Communications and Collaboration SolutionMay 19, 2020 5:00 AM
Remote Work Considerations – Illicit Applications and Shadow ITApril 20, 2020 5:00 AM

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