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Sigal Russin                                 STKI
 Pini Cohen                                 Summit
                                             2013




               Cloud based Contact Center
Cloud Problems




Source: information week           Sigal Russin’s work
                                     Copyright@2013
                           Do not remove source or attribution
                           from any slide, graph or portion of
                                          graph                2
Cloud Status




Source: information week
                                   Sigal Russin’s work
                                     Copyright@2013
                           Do not remove source or attribution
                           from any slide, graph or portion of
                                          graph                3
Cloud Status




               Source: information week           Sigal Russin’s work
                                                    Copyright@2013
                                          Do not remove source or attribution
                                          from any slide, graph or portion of
                                                         graph                4
Cloud Adoption Accelerates in 2012




                                             Sigal Russin’s work
                                               Copyright@2013
                                     Do not remove source or attribution
                                     from any slide, graph or portion of
                                                    graph                5
Business Benefits


Improved            Decreased
 business             capital
  agility            expense

              Lower
            total cost           flexible
                of               scaling
            ownership

                                                    Sigal Russin’s work
                                                      Copyright@2013
                                            Do not remove source or attribution
                                            from any slide, graph or portion of
                                                           graph                6
* In percent


                       Sigal Russin’s work
                         Copyright@2013
               Do not remove source or attribution
               from any slide, graph or portion of
                              graph                7
Sigal Russin’s work
          Copyright@2013
Do not remove source or attribution
from any slide, graph or portion of
               graph                8
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.




                                                                       Sigal Russin’s work
                                                                         Copyright@2013
                                                               Do not remove source or attribution
                                                               from any slide, graph or portion of
                                                                              graph                9
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
                                                                                          Sigal Russin’s work
                                                                                            Copyright@2013
                                                                                  Do not remove source or attribution
                                                                                  from any slide, graph or portion of
                                                                                                 graph                10
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.
                                                                         Sigal Russin’s work
                                                                           Copyright@2013
                                                                 Do not remove source or attribution
                                                                 from any slide, graph or portion of
                                                                                graph                11
SBC Topology


External Cloud




                                Your Business  Sigal Russin’s work
                                                 Copyright@2013
                                       Do not remove source or attribution
                                       from any slide, graph or portion of
                                                      graph                12
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

                                                                                                            Sigal Russin’s work
                                                                                                              Copyright@2013
                                                                                                    Do not remove source or attribution
                                                                                                    from any slide, graph or portion of
                                                                                                                   graph                13
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
                                                                                                                                   Copyright@2013
  economic and reliability to the enterprise over traditional IP recording methods.                                      Do not remove source or attribution
                                                                                                                         from any slide, graph or portion of
                                                                                                                                        graph                14
                         Source: http://www.currentanalysis.com/f/2011/ContactCenter-SBC/files/CurrentAnalysis-ContactCenter-SBC.pdf
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
                                                                                                                    Sigal Russin’s work
                                                                                                                      Copyright@2013
                                                                                                            Do not remove source or attribution
                                                                                                            from any slide, graph or portion of
                                                                                                                           graph                15
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
                                                                                                            Sigal Russin’s work
                                                                                                              Copyright@2013
                                                                                                    Do not remove source or attribution
                                                                                                    from any slide, graph or portion of
                                                                                                                   graph                16
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
                                                        Sigal Russin’s work
                                                          Copyright@2013
                                                Do not remove source or attribution
                                                from any slide, graph or portion of
                                                               graph                17
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?




                                                                        Sigal Russin’s work
                                                                          Copyright@2013
                                                                Do not remove source or attribution
                                                                from any slide, graph or portion of
                                                                               graph                18
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.
                                                                     Sigal Russin’s work
                                                                       Copyright@2013
                                                             Do not remove source or attribution
                                                             from any slide, graph or portion of
                                                                            graph                19
Thank You!




                     Sigal Russin’s work
                       Copyright@2013
             Do not remove source or attribution
             from any slide, graph or portion of
                            graph                20

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Cloud cc security

  • 1. Sigal Russin STKI Pini Cohen Summit 2013 Cloud based Contact Center
  • 2. Cloud Problems Source: information week Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 2
  • 3. Cloud Status Source: information week Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 3
  • 4. Cloud Status Source: information week Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 4
  • 5. Cloud Adoption Accelerates in 2012 Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 5
  • 6. Business Benefits Improved Decreased business capital agility expense Lower total cost flexible of scaling ownership Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 6
  • 7. * In percent Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 7
  • 8. Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 8
  • 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. Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 9
  • 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 Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 10
  • 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. Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 11
  • 12. SBC Topology External Cloud Your Business Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 12
  • 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 Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 13
  • 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 Copyright@2013 economic and reliability to the enterprise over traditional IP recording methods. Do not remove source or attribution from any slide, graph or portion of graph 14 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 Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 15
  • 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 Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 16
  • 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 Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 17
  • 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? Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 18
  • 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. Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 19
  • 20. Thank You! Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 20