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Case Studies : Call Center Network Security - Verifying User Identity at Teleperformance

Premium Content (Sponsored)

#contactcenterworld, @IS_Decisions

THE CHALLENGE

Limit users to one session to meet compliance and internal security policies


At Teleperformance, employees work in an open space. Users don’t have their own machine, they arrive and connect to the first available machine.

To protect against fraud and be compliant, the company needed to verify that the person who authenticates is who they say they are. They therefore needed to limit concurrent sessions to only one session per user. This limit helps reduce the risk of employees having unnecessary exposure to personal identifiable information or confidential information.

Uncontrolled concurrent logins to a network remains a serious security flaw and significantly increases network vulnerability. It only takes a careless employee to share a password or leave a workstation unattended for a security breach to occur.

Previously they used scripts to limit simultaneous sessions but the script that they were using was no longer supported on Windows Server 2012 R2. They were therefore looking for a solution that would allow them to eliminate the usage of GPO’s.

Solutions based on windows logon scripts also present too many drawbacks and weaknesses to suit such organizations that are serious about security.

 

THE SOLUTION

Total control of user accounts


José Miguel Villafuerte, IT Infrastructure & Datacenter Regional Manager at Teleperformance was assigned the task to find a third party solution that would meet their requirements. After his own online research, the company decided to try IS Decisions’ UserLock. After a quick trial period, they immediately saw that the software’s functionalities was matching their needs to meet internal security policies. They didn’t have to try any other solution.

Being able to easily manage their users by groups and organizational units helped simplify the administrators working day. José said: "UserLock gives us total control of user accounts. It allowed us to eliminate the usage of GPOs which we previously used to limit users to one session."

José also found the reports to be an extremely useful tool. UserLock records and reports on all user connection events to provide a central audit across the whole network. With this they could easily view the start and end of a session opened on the network to spot any anomalies or suspicious behavior.

 

THE BENEFITS

Verify all users’ identity, at any time, for compliance and internal security policies


UserLock’s ability to control, protect and monitor user’s logons mixed with the alerting and reporting tools helped Teleperformance secure their network and meet compliance requirements. Controlling system access, verifying employees' claimed identity, restricting users from sharing logins and preventing simultaneous logins are all key elements required for compliance with major industry regulations.

José said: "UserLock has simplified our working days by allowing us to control user sessions and meet our internal security policies."

To learn more about how logon management helps meet compliance objectives, read the whitepaper Why compliance starts with the logon.

#contactcenterworld, @IS_Decisions


About IS Decisions:
IS Decisions makes it easy to manage and secure your Microsoft Windows and Active Directory Infrastructure.Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Tuesday, December 18, 2018

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2024 Buyers Guide Recruitment Products/Services

 
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VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

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Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
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Putting the right person in the job role has become the key focus in the drive...
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TactiCall Recruitment Services

TactiCall Recruitment Services
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Temporary / Labour Hire / Contingent and Contract Hire
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