Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

Article : Freedom for Remote Workers

Freedom for Remote Workers Clien

Clientless VPNs are opening the remote working floodgates for more companies, by cutting the costs of deploying and managing secure remote access. David Beesley, director of Network Defence shows how to tell if the technology could work for you

True remote working used to be the preserve of the privileged few – the senior managers and directors of big PLCs that could afford the technology, and manage its inherent complexities. These included slow data connections, the need to deploy and manage special software on remote PCs, and handling encryption and user authentication to maintain security.

However, the last two years have seen a surge in remote working, as a new technique has made it viable for a far greater number of companies without compromising security. Called clientless virtual private networks (VPNs), this new technique offers a number of key benefits both to companies and users.

David Beesley
Founding Director
Network Defence


Users get secure access to corporate resources over the Internet from any Web-enabled PC anywhere – boosting overall productivity. This is achieved with no need to install or manage special software on the remote PC. What's more, it's easier for IT staff to manage and it's friendlier for users, because access is done through a familiar web browser interface.

When these benefits are combined with external factors such as wider staff mobility and the growth of broadband Internet, you have all the ingredients for a quiet revolution in the way your staff use your office systems when they're out of the office.

Making The Links
So how does a clientless VPN work? Put simply, VPN server software is deployed on your corporate network, enabling remote users to set up a clientless VPN link from any web-enabled machine with a browser that supports secure shell (SSH), the well-established encryption and authentication technology.

As mentioned earlier, there's no need to install and manage special software on the remote PC. So, for example, if a user is at a customer site within another company's network, he or she could borrow a web-enabled PC and create a secure, encrypted link back to the home network simply by connecting to the VPN server via the browser and authenticating themselves.

You also decide the access rights that each remote user can have – helping you to manage the usage of company systems and resources.

So far, so good. But how do you scale a VPN to the right size for your company? What upgrades – if any – do you need to make to your network infrastructure? And how do you ensure that this level of 'anytime, anywhere' access doesn't make a company's network more vulnerable to attacks, from nuisance hacking to unauthorised access to sensitive data?

Here's how you can answer these key questions, and reap the benefits of the technology cost-effectively.

How Much VPN Capability Do I Need To Buy?
The key points to consider here are the numbers of remote users and their predicted usage patterns. When you've established this, you can then look more closely at the costs of VPN software and licensing issues (e.g. per-user licensing or concurrent user licensing). By building a usage model, you can be sure that you're only buying what you need now, with the capability to expand in the future as your users' needs evolve.

Do I Need To Upgrade My Comms Infrastructure?
The short answer is no. Moving to a clientless VPN means that you can simply use your existing Internet pipe (whether ISDN, broadband or leased line). There's no need for additional comms equipment or dial-up connections to be deployed at the corporate network end.

Some clientless VPNs support data compression, which can be used to good effect if some remote users have to use a slow Internet connection to set up their VPN link. Compression also keeps call and data charges low when staff have to use pay-as-you-go connections.

What About My Existing Security Policies?
Clientless VPNs typically do not affect your existing security policies. VPN traffic is encrypted using SSH, and other types of strong encryption (with 128-bit keys, or longer) can be deployed according to need. If you have existing token-based authentication, clientless VPNs can support this too. Also, because the VPN server software uses SSH and can include firewall functionality, it's easy to filter data traffic to exclude unauthorised traffic or users trying to enter the network.

What About Ongoing Support?
Once you have set up the identities, permissions and access rights for your remote users, there's very little support needed because there's no widely distributed client software to manage. Also, there's virtually no support overhead from remote users because of the simplified user experience – a simple pop-up login dialogue or a bookmarked web page in a browser.

What About Support For Mobile Connections And Devices?
As the cost of mobile computing falls, it's worth establishing that the clientless VPN solution you choose can support the technology. New solutions, such as those from AppGate, support 2.5G and 3G mobile connections by enabling roaming, which overcomes the common problem of unstable connections and poor network coverage.

If the connection to the VPN server is lost, the software will automatically reconnect the user to the server when the network becomes available again, and the application will remain available to the authenticated user without logging them out due to lack of activity.

In summary, a clientless VPN solution could help set your company on the path to greater productivity and more flexible working. Using these guidelines, you can be confident of putting the technology to work for the benefit of you and your staff.


About David Beesley
David Beesley is a founding director of security consultancy Network Defence, with extensive experience in secure IP networks, secure remote access, penetration testing and managed security services.

About Network Defence
Network Defence delivers and manages high performance, secure network solutions for corporate and public sector clients throughout the UK.  

Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Friday, November 19, 2004

Printer Friendly Version Printer friendly version

2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

8.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31813 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =