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

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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.

Ring2 Dashboards & Wallboards Free TrialUncontrolled 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 - Right Metrics?

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

Published: Tuesday, December 18, 2018

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2020 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix
Cloudonix provides businesses with software development tools (APIs/SDKs) enabling contextual communications, using existing communications tools and workflows.
Connect your website or mobile APP directly to your call or contact center, keeping the context of who the caller is, why they are calling, and how they got to you as part of the call.

3.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

4.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385
 
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