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Industry Research : Semafone Predicts New Onslaught of Cyber-attacks in 2018

#contactcenterworld, @realwire

Semafone, a provider of data security and compliance solutions for contact centres, sees trouble ahead for companies which don’t have their cyber security in order – but also predicts that new regulations will have a positive impact on the market. CEO Tim Critchley, global solutions director Ben Rafferty, and head of information security Shane Lewis, share their top five predictions for 2018.

1) Mainstream breakthroughs for futuristic technologies

The rise of AI, robots and autonomous vehicles will continue at a rapid pace. Voice assistants and their interaction with connected devices and IoT will result in spoken commands outstripping traditional keyboard interactions for the first time in the home – and in business before too long. Legitimate uses may even materialise for cryptocurrencies, spoiling the fun for the speculators.

2) Hackers will go into overdrive

Cyber criminals will increasingly use artificial intelligence and machine learning to create automated attack systems that learn how to defeat security barriers as they spread.

IoT devices and autonomous vehicles will be the subject of DDoS (Distributed Denial of Service) attacks of ever increasing ferocity and duration.

Default security on most connected devices across the world remains weak and in 2018 another global malware or ransomware attack, similar to WannaCry, will hit the headlines simply because companies and organisations still do not adequately patch their systems.

3) Cyber security will become a government priority

Cyber security will become a consumer protection issue and governments around the world will be forced to regulate the connectivity of consumer devices in the same way that they do today for electrical connections and battery power.

In the US, we may finally see culpable senior executives sent to jail. The Data Security and Breach Notification Act will enforce custodial sentences for white collar crimes relating to data breaches. And if leaks in the US in 2017 are anything to go by - from 200m Republican voter records to 33m Dun & Bradstreet records - it could be a dramatic year.

4) The regulators will show their teeth

Some large fines will be imposed on organisations in Europe or the US as a result of a breach of the General Data Protection Regulation (GDPR), particularly if an organisation fails to meet its obligations on transparency and covers up a breach. That said, it is unlikely to be the 4% of global turnover often mentioned in relation to GDPR. Regulators such as the ICO in the UK will want to help educate industry on their new data protection obligations rather than punish them straight away.

5) The security skills gap will widen

The downside of the GDPR is that the need for organisations to appoint a chief data officer will draw many skilled security professionals away from the coalface and into compliance and privacy management roles, widening the skills gap for CIOs and CISOs still further.

Tim Critchley, CEO, commented: "We’re seeing an increasingly complicated compliance landscape that has to take into account the advance of technologies in the AI and IoT fields, along with new sectors such as the crypto currency market. Regulators are having to race to keep up, but there’s no doubt that the GDPR in Europe, along with the Data Security and Breach Notification Act in the US, will make a huge difference to the security of customer data. We are optimistic that 2018 will be the year when organisations at last start doing what they should have been doing already – taking information security seriously."

#contactcenterworld, @realwire


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Today's Tip of the Day - Games Trainers Play

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

Published: Monday, September 3, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide IVR

 
1.) 
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.

2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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