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

Premium Content (Sponsored)

Digital Marketing Executive
Add Contact

#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:
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 - Personalization

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

Published: Tuesday, December 18, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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