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Article : Remote Working for Contact Centres - How to Make Sure Security Isn't Compromised

#contactcenterworld, @eckoh

Why contact centres need to retrace their steps urgently

With customer service at stake, contact centres had little time for attention to detail when rushing into remote working. Gaps in processes and policies are being exposed, whether organisations actually realise this or not.

A recent survey has found that 71% of UK contact centres were not fully ready for remote working during the COVID-19 lockdown.[2] Two thirds had to invest in additional hardware, such as laptops, media servers, networking devices and other hardware. Then there were licenses and a bundle of other issues to think about.

But that's not all. In the stampede, it's been easy to overlook major security implications.

This guide will help you retrace your steps and fix critical vulnerabilities. It's time to get out of crisis mode — and into the safe zone.

Contact centres: Remote working means your attack surface has widened

Normally, IT security strategy focuses on narrowing the ways your organisation could be exposed to attack. There's a tight perimeter around your IT — and it's where you ramp up protection.

But now, your 'attack surface' has widened massively. There's the potential for criminals to steal sensitive data by targeting your remote staff.

Criminals now have more targets and potentially more opportunities, simply because the home environment may not be as secure as the contact centre premises.

 

So how do we start to remedy the risks?

It's essential to focus on the people, processes and technology involved, so we can mitigate dangers.

Let's take a look at each of these...

Your people: How to avoid having any 'soft targets'

Your employees' security awareness and vigilance is critical to your protection and compliance — and should now play a greater role in company culture.

Four top areas where you need to focus

  1. Devices used by your employees

With remote working, the issue of which devices your staff will use comes right to the top of the agenda. However, this poses a multitude of questions that need answering.

Use of personal devices brings a lack of visibility of the operating systems used, the software that is installed, the level of patching that is done and the threat of installed malicious software.

  1. How staff connect to you

A further concern is how your end-users are connecting to your systems and crossing account data from unsecured locations. You need to know:

Are they are connecting from public networks?

Are they using home or shared networks?

What other devices are connected to these source networks?

  1. Email phishing attacks

You’ll already have heard of these and may have identified increases in phishing attacks — some specific to COVID-19.

Phishing emails can be highly effective because they’re targeted and aim to take advantage of a current crisis. They play on human emotions in a pernicious way and instil a sense of urgency. They also demand action so that end users click on a link or open an attachment.

  1. Non-approved cloud services

Are staff using personalised or non-approved cloud services to store company data? Perhaps they’re doing this in the spirit of productivity, but does it expose you to PCI DSS, GDPR or other compliance risks? You need to know:

Which non-approved communication channels are being used by your agents?

Is integrity and confidentiality being compromised?

Have any of the solutions being used been shown up to have fatal weaknesses?

How to mobilise your employees as part of your security response

Communicate with them frequently around cyber security, awareness and risks — and make this part of your ongoing strategy. Make sure staff are aware of the security challenges of home-working, such as the increased likelihood of data leakage and the threats posed by phishing attacks.

Encourage reporting so people tell you about suspicious emails. Many employees may receive the same email — and so someone's early warning could help IT teams to detect and defend against these attacks.

Create a safe environment to report suspected breaches. Recognise that — while we all aim to avoid clicking on a link — lapses will happen and phishing attacks are becoming more sophisticated and convincing. So, ensure people feel safe to report suspected breaches in a blame-free way. That's because clicking on a link and not reporting it could be the worst outcome of all.

 

Your processes: Where to set your priorities

With remote working, many standard IT procedures need an urgent recalibration.

Asset management

As we shift to more remote working, employees may have been permitted to take assets home and out of the work environment. It’s vital to understand that assets often include data, such as customer information or intellectual property, that you need to protect. Asset management will give you control of your equipment, which has a monetary and security value. Having procedures in place should ensure assets are tracked and returned when needed.

 

Reinforcing your acceptable use policy

Your use policy should have clear rules about what's allowed when employees use company equipment. State that company equipment should be used only for work purposes (even when in the home environment). Make your users aware of what cloud providers and services they can use — as this will mitigate some risks of data and leakage into those cloud providers you don't know about.

If you don't issue company equipment, encourage your employees to follow good cyber hygiene and safe working practices with their own devices. Advise them to patch regularly and make them aware of the emerging threats that may impact their security.

 

Remote access procedures

You need multi-factor authentication — it's a 'must'. Also, end users who are connecting on personal devices must provide you with information about their operating systems and whether they have antivirus software. This will give you some level of visibility of connected devices as well as potentially enabling you to prohibit the connection of out-of-date or unsupported devices.

 

Starter and leaver procedures

An economic downturn will result in some organisations reducing staffing levels. So, validating the ‘leaver’ process becomes crucial to security. You must ensure that departing users don’t have any residual access rights (across your own systems as well as any cloud solutions or other services they have been using). At the same time, refresh your procedures for new starters and movers, so they're up to date with the new security realities of remote working.

 

Business continuity testing

This is important in challenging times. By working smartly and being open to change when any shortcomings are highlighted, you can help keep security central to the decision-making process. This will enable you to adapt rapidly in a secure and compliant way.

 

Your technology: Maintaining PCI DSS compliance in a different world

In so many cases, IT leaders have done a phenomenal job, leading their organisations through a storm by provisioning tech and services to maintain essential business services.

Perhaps you've had to re-shape the way your company works to incorporate on-premise and remote operations — and it's saved the day in many ways? Maybe this has underlined the importance of a flexible IT strategy and the need for innovation?

If so, then an obvious move for organisations to consider is the de-scoping of their contact centres (and remote workers) from PCI DSS by teaming with a third-party partner for payments processing. This can significantly reduce the compliance challenges from everyday security threats and major challenges that arise unexpectedly.

The security rationale and business case for keeping sensitive information out of your entire (office and remote) environment through de-scoping has never been stronger.

Aside from this, here are seven actions for organisations to strengthen compliance:

Reach out to your technology vendor, highlighting your changing needs.

Do due diligence when evaluating any IT solutions to make sure that you receive an attestation of compliance — for example, if it’s a PCI DSS compliant solution.

Review the responsibility matrix to make sure that it is going to meet your needs.

Adopt a multifactor authentication approach because there’s a lot of technologies out there that might seamlessly integrate into a wide variety of both VPN endpoints and end user devices.

Consider email filtering. It offers good protection against phishing attacks

Flag external source emails. This can help users to identify malicious emails that pretend to be from colleagues. It can help them understand the risks and identify future suspicious emails and content.

Scan connected devices to identify malicious traffic that’s originating from some of your connected entities. Carrying out log reviews that will help you discover if any suspicious behaviour is occurring such as numerous failed login attempts or attempts to access unauthorised areas.

Using security to give your organisation the edge

A crisis poses challenges but it also provides the opportunity to re-shape and then re-examine your employee policies, business processes and technologies. It’s important that we recognise any shortcomings — so security is kept front-of-mind and becomes embedded in an organisation’s culture. It will make any plans you have more robust and fit for purpose in the future.

#contactcenterworld, @eckoh


About Eckoh:
Company LogoEckoh is a global provider of Secure Payment and Customer Engagement solutions via our Eckoh Experience Portal. We’ve an international client base and offices in the UK and US. We're providers in transforming contact centre operations by delivering customer experiences across every channel, boosting agent productivity, reducing operations costs and maximising payment security. We’ve over 20 years’ experience in contact centre technology solutions. Eckoh has been a PCI DSS Level One Service Provider since 2010.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, July 22, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

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DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

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eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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