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Cloud cc security

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Cloud cc security

  1. 1. Sigal Russin STKI Pini Cohen Summit 2013 Cloud based Contact Center
  2. 2. Cloud ProblemsSource: information week Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 2
  3. 3. Cloud StatusSource: information week Sigal Russin’s work Copyright@2013 Do not remove source or attribution from any slide, graph or portion of graph 3
  4. 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. 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. 6. Business BenefitsImproved 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. 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. 8. Sigal Russin’s work Copyright@2013Do not remove source or attributionfrom any slide, graph or portion of graph 8
  9. 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. 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. 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 theresources 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. 12. SBC TopologyExternal 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. 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 availabilityMany contact center managers who operate at a single site see limited value in themigration to voice over IP (VoIP) and will only do so when a vendor declares the existingapplications 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. 14. SBC BenefitsNetwork 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. 15. SBC BenefitsHosted/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. 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. 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. 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. 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. 20. 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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