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Article : Securing Network Access for Call Center Staff

#contactcenterworld, @IS_Decisions

The importance of getting access management right cannot be overstated. You need to make sure that anybody accessing your systems – and the data within - is exactly who they say they are.

This is especially important when dealing with agents and customer service representatives who have access to vast amounts of sensitive data. This trusted access to cardholder data, personal details or medical records helps ensure the best customer experience but it also makes the call center a prime target for a security breach.

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Many organizations fall down in the same areas where access management is concerned. So to help you, here are details on four of the most common mistakes when it comes to managing access across your networks:

  1. Time and disruption for IT

At first, we wouldn’t think this is a big mistake but following some research, we found that one of the biggest barriers to adopting a technology is the amount of time it takes IT to actually manage the software. Of the 250 American companies we surveyed, 18% of them believe that ‘time to manage and oversee’ is the biggest barrier to adoption.

The thing is, if you spend too much time managing the software, it has some serious repercussions on productivity. This impact on productivity means that the total cost of ownership for the tool is often much higher than you would initially think. The best advice would be to try the product first, if you can, to make sure that it’s the right choice for you.

Security solutions with ‘stickiness’ tend to be simple to implement and intuitive to manage.

 

  1. Adoption by your users

If security overwhelms and stifles productivity, users can’t do their job and the solution is already dead on arrival. Organizations are, however, aware of the problem — 47% believe that complex IT security measures in place within their organization negatively impacts employee productivity.

Security should be behind the scenes, protecting the users and the environment until the moment the user is truly conflicting with security protocol.

 

  1. Monitoring every last bit of the network

As said before, you need to make sure that anybody accessing your system is exactly who they say they are. Spending all your (limited) time trying to monitor every last bit of the network, looking for anything that looks out of place is a failing proposition.

It's a pretty costly mode of operation; it requires significant IT time and resources to put proper detection mechanisms in place, will likely raise an initial set of false positives that need to be fine-tuned, and necessitates reports and meetings to ensure the detection is actually working.

You are far better off running and monitoring solutions that offer automated controls in addition to threat identification and real time response.

In short, should something fall outside a set of established restrictions, your solution should automatically take action before the damage is done – not only when IT intervenes.

 

  1. Blaming rather than empowering employees

While users are often the weakest link in any network security, they can also be the solution if you empower them in the right way. Call center agents are (usually) human. They are careless, flawed and often exploited. In fact, attackers love exploiting the naivety of your employees because it’s so easy.

All it takes is one successful phishing email to persuade just one user to hand over their organizations login details. And also keep in mind that almost every external attack eventually looks like an insider threat. The use of compromised internal credentials by an external attacker is the most common threat action in data breaches (Verizon, Data Breach Investigations Report 2018).

Education is key. Once you’ve put an education program in place, you need to then ensure that your access management software can warn users themselves of unusual connection events involving their credentials.

Who better than the user to judge whether the activity is suspicious or not.

 

Sensitive Data is at Risk

Many call center and BPOs in today’s cybersecurity world are facing these four issues. To solve this problem, we suggest to look for access management solutions that include context-aware security.

In a nutshell, when someone attempts to connect, this approach uses and benefits from supplemental information to make a decision on whether this access is genuine or not. After that, the system can automatically grant or deny access using admin-set rules that are based on this supplemental information.

Restricting access in this way monitors the right aspects of security, doesn’t take much time to manage, doesn’t force users to jump through hoops all the time, empowers those employees to make the right security choices and doesn’t force you to choose between security and convenience. It’s a win-win scenario for you and your call center agents.

#contactcenterworld, @IS_Decisions


About IS Decisions:
Company LogoIS Decisions makes it easy to manage and secure your Microsoft Windows and Active Directory Infrastructure.
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Today's Tip of the Day - Do Your Agents Have All The Right Tools?

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

Published: Friday, December 21, 2018

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
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)
PH: +61404697151

7.) 
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)

8.) 
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.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

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.
PH: +61 (0) 3.9008.1700

11.) 
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.
PH: 905-940-8844

12.) 
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?"
PH: +1 613-521-1639
 
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