security on call center in cloud

1. Sigal Russin STKI
Pini Cohen Summit
2013
Cloud based Contact Center

2. Cloud Problems
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3. Cloud Status
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4. Cloud Status
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5. Cloud Adoption Accelerates in 2012
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6. Business Benefits
Improved Decreased
business capital
agility expense
Lower
total cost flexible
of scaling
ownership
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7. * In percent
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8. Sigal Russin’s work
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9. Cloud Contact Center Concerns
• Security – authentication, back-up, e encryption and secure
user/password processes, regulation.
• Performance- quality, availability, inconsistency, bandwidth available
and latency, Send critical signals such as SIP, XML, CTI .
• Resilience and Business Continuity- back–up or mirrored location,
recovery and resilience.
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10. Performance & Security
• Time out intervals
• Distributed denial of service
• Data theft
• Trial and error break in
• Bank cards fraud
• caller ID attack against system (CLI spoofing)
• Voice biometric attack
• Telephone Switch attack
• Phishing Attack – man in the middle
• OS compromise
Source: https://www.brighttalk.com/webcast/288/31879
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11. Session Border Controller (SBC)
A device or application that governs the manner in which called
sessions, are initiated, conducted and terminated in a VoIP (Voice
over Internet Protocol) network.
Location: a connection point, called a border, between a
private local area network (LAN) and the Internet.
It can exist as a single, independent hardware unit containing all of the
resources necessary for call signaling and call control.
It can include call filtering, bandwidth use management, firewalls and
anti-malware programs to minimize abuse and enhance security.
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12. SBC Topology
External Cloud
Your Business Sigal Russin’s work
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13. Security measures in SBC
 Safeguarding enterprise customer confidentiality and
privacy
 Improving interoperability by mitigating multi-vendor/multi-
protocol interoperability issues
 Ensuring better reliability by enforcing service quality and
enabling high levels of service availability
Many contact center managers who operate at a single site see limited value in the
migration to voice over IP (VoIP) and will only do so when a vendor declares the existing
application's end of life.
source: Forrester Research, Inc., Is It Time To Move Your Contact Center to the Cloud? June, 2012
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14. SBC Benefits
Network Bandwidth Usage Savings
• SBCs are able to manage complex call flows between different telecom platforms
and multiple carriers’ SIP trunks, using slightly incompatible interfaces, to be
interconnected and used on a single enterprise network.
Home Agent Deployment Benefits
• An SBC can facilitate end-to end encryption if the privacy of sessions is
compulsory due to regulatory.
• It is necessary to provide scalable network address translation (NAT) capabilities.
Call Recording Enhancements
• Recording sessions within the SBC at the contact center network edge provides Sigal Russin’s work
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economic and reliability to the enterprise over traditional IP recording methods. Do not remove source or attribution
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Source: http://www.currentanalysis.com/f/2011/ContactCenter-SBC/files/CurrentAnalysis-ContactCenter-SBC.pdf

15. SBC Benefits
Hosted/Cloud Contact Center Advantages
• SBCs are being employed to protect enterprise networks and to maintain
appropriate levels of reliability and security when connected to a hosted contact
center application by SIP trunking.
• Without security it can be a targets of hackers and can be crippled by denial of
service (DoS) attacks.
Regulation -E911 Benefits
• In north America emergency calls be handled with priority and routed
appropriately in emergencies.
• An SBC is able to identify emergency priority calls from anywhere within a
multi-location, geographically-distributed.
Source: http://www.currentanalysis.com/f/2011/ContactCenter-SBC/files/CurrentAnalysis-ContactCenter-SBC.pdf
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16. SBC-based Solutions
 Acme Packet
 Audiocodes
 Cisco
 Edgewater
 Siemens Enterprise
 Sipera
 Avaya
 Others
Forrester :“Risk and compliance teams need to audit and approve
the cloud contact center service provider’s security procedures and
technology to best manage the enterprise’s exposure.”
source: Forrester Research, Inc., Is It Time To Move Your Contact Center to the Cloud? June, 2012
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17. Don’t Forget!
Vendor Voice quality of Security
selection VoIP • Policies and
• Performance • VoIP quality and procedures
• Resilience performance • Hosting
• Capability • Dedicated environment
• Freedom connections • Network design
• Prioritise your and access
• Hosting center
voice over data
traffic
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18. Questions to Ask
• Is the hosting infrastructure shared or dedicated; how is it partitioned;
are data security authentication/passwords applied?
• Who is hosting the servers; do they have good physical and network
security?
• Are other authentication mechanisms like Secure ID used?
• Is constant monitoring provided and are proactive tools employed?
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19. Recommendations
• Match the scalability of the SBCs to your scalability requirements
in the contact center.
• Ensure the survivability characteristics of the SBCs that will
sufficient with redundancy to maintain operations at the local
level and the broader geographic coverage level where network
problems arise.
• Ensure required security and regulatory compliance issues will
be satisfied by the selected SBC product prior to purchase.
• Before decide, check the potential operational efficiencies
gained, economic payback, architecture and compliance issues.
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20. Thank You!
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