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Contact Center infrastructure 2014

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Contact Center infrastructure 2014

  1. 1. Contact Center Infrastructure Sigal Russin, CISO Senior Analyst at STKI sigalr@stki.info
  2. 2. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph What are you getting: 2 1 2 3 4 5 6
  3. 3. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Problems 3 Source: information week
  4. 4. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Status 4 Source: information week
  5. 5. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Status 5 Source: information week
  6. 6. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 6
  7. 7. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 7
  8. 8. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Business Benefits Improved business agility Lower total cost of ownership Decreased capital expense flexible scaling 8
  9. 9. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 9 * In percent
  10. 10. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 10
  11. 11. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 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. 11
  12. 12. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 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 12
  13. 13. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Session Border Controller (SBC) 13 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.
  14. 14. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph SBC Topology 14 External Cloud Your Business
  15. 15. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Security measures in SBC 15  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
  16. 16. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph SBC-based Solutions 16 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  Acme Packet  Audiocodes  Cisco  Edgewater  Siemens Enterprise  Sipera  Avaya  Others
  17. 17. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Vendor selection • Performance • Resilience • Capability • Freedom • Hosting center Voice quality of VoIP • VoIP quality and performance • Dedicated connections • Prioritise your voice over data traffic Security • Policies and procedures • Hosting environment • Network design and access Don’t Forget! 17
  18. 18. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 18
  19. 19. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Insights from Customer Roundtable UC 19 Maintaining the current UC infrastructure is complicated because many vendors are involved Different organizational cultures can lead to failure or success in UC projects LYNC market share is very strong in Israel because most of the organizations Microsoft based. But what about IPTEL with LYNC? Cross organization projects that can optimize work and change organizational culture
  20. 20. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Next round table… 20 Multi Channel Voice verificationSpeech recognition Contact Center Apps Customer self service
  21. 21. Sigal Russin’s work/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Thank You! Sigalr@stki.info

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