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Remote Work Considerations – Illicit Applications and Shadow IT - Evolve IP - ContactCenterWorld.com Blog

Remote Work Considerations – Illicit Applications and Shadow IT

Having provided virtual desktop and infrastructure solutions for over 11 years Evolve IP has seen a massive shift take place in the way IT is providing 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, the second showed how SaaS has caused IT to play Defense in the Wild West, and last we looked at BYOD and Remote Work. 

Today, is the granddaddy of IT subterfuge … Illicit applications and Shadow IT 

Just a few years ago, when it came to application implementationIT held all the power.  If Marketing wanted a new CRM, IT would need to technically bless the app, deploy it and then finally provide credentials to each user.  Obviously, this is a very inefficient process and one of several reasons for the explosion of SaaS-based applications.   

Application provisioning has dramatically changed with the explosion of SaaS. Today, that same Marketing team can deploy an entire tech stack in an afternoon with a credit card. Because there is little if any dependence on IT, organizations are finding more and more instances of “shadow IT”.  In essence, functional areas are going out and utilizing applications without oversight from IT which leaves the organization extremely vulnerable.   

Organizations have begun writing policies to try and curb this adoption but increased pressure from the business is causing employees to resort to what they think is best to achieve their specific needs losing sight of the overall impact to the business. Training and education workshops help, but IT leaders are left scratching their heads on the best way to deter this behavior. 

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.

Enter Workspaces

Evolve IP has been working diligently to address the security defenses needed for businesses dealing with SaaS and Legacy line-of-business applications.  

Evolve IP Workspaces include: 

  • Active Directory Integration – Control access to legacy and SaaS applications through AD 
  • Multi-factor Authentication – Increase security posture by requiring a second form of authentication 
  • BYOD Friendly – Allow employees to use any device while maintaining security controls 
  • Custom Toolbelt – Users get just the tools they need, the way they want them, increasing efficiency 
  • SSO and Self-Service Password Resets – Users adopt, and adhere to technologies that make their lives easier 
  • Full DaaS capabilities for power users 

Enjoyed this post? Download all four sections of the Remote Work Considerations - Securing the New Corporate Network brief here. For more information about Workspaces please visit www.evolveip.net/workspaces or give us a call at 855-481-3798 for a demo. 

Source: https://www.evolveip.net/blog/remote-work-considerations-illicit-applications-and-shadow-it

Publish Date: April 20, 2020


2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
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)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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