CONTACT CENTER TRENDS 2014
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This document discusses trends in contact centers and cloud computing. It notes the business benefits of cloud computing like improved agility and lower costs. However, it also discusses concerns about cloud contact centers related to security, performance, and resilience. Specifically, it outlines various security threats like denial of service attacks, data theft, and voice biometric attacks that cloud contact centers face. The document advocates for selecting vendors based on performance, resilience, capabilities, and other factors. It provides insights from customer roundtables on topics like the evolution of communication channels and maintaining unified communications infrastructure.
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Service virtualization provides many benefits for both development and test teams. For testers, service virtualization empowers them to work in parallel with their development counterparts and take control of their own schedules. They no longer have to wait for development to complete their work or to get access to a restricted system such as a mainframe or a third party API. Test teams can get the basic details from dev and/or use a sample request and response pair to create a virtual service themselves. With no need to wait on others to start testing, testing can start at iteration one freeing up more time for exploratory, integration, and performance testing. With service virtualization, developers spend less time creating mocks and stubs, and more time developing and completing unit tests. The virtual services they create can be shared for additional testing, ultimately saving everybody time and effort. Join Kenneth Merkel and take the first step in adopting virtual services by learning more about what you can virtualize, how the services get created, common use cases, and adoption benefits.
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This document discusses technology risk management. It covers topics like IT governance, balancing investments between maintaining existing systems and innovating new capabilities, and the evolution of the CIO role. It also addresses risks related to new technologies, compliance with increasing regulations, and the importance of managing technology risks as businesses become more reliant on technology. Diagrams showcase frameworks for assessing risks and balancing IT portfolios. The document emphasizes that managing technology risks has become a business priority.
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The document discusses how the CIO can help deliver value through embracing new technologies and processes related to agile development, mobile, cloud, big data, and security. It provides examples of how IT is changing to focus on systems of engagement that are personalized, social, and analytics-driven. The document advocates involving information security early in the development process through representative in development teams and establishing security budgets at the start of projects to help improve organizational processes and security.
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This document discusses secure development practices and common security issues. It covers secure coding principles like input validation, preventing buffer overflows, and limiting exposed data. It also discusses common myths and assumptions that can lead to insecure code, like believing security issues can be fixed after deployment or that compiled code cannot be interpreted. The document advocates integrating security throughout the development lifecycle, from initial planning through automated testing and penetration testing before deployment. It recommends training developers on secure coding best practices and having dedicated security testing of code.
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Sigal Russin is a VP and senior analyst at Sigal's World who focuses on issues related to information security, communications, endpoints, and environmental technologies. She previously worked in infrastructure positions and holds a BA in information systems. Sigal provides analysis and leads round tables on topics such as zero day attacks, networking technologies, identity and access management, and data leak prevention. She receives the most inquiries about applications, infrastructure, security, and IT organization issues.
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This document summarizes the key topics presented at the 2013 IT security summit. It discusses customers' main security issues in 2012 such as cyber attacks, BYOD, and cloud security. The presentation highlights social engineering as a major security threat in 2013 and discusses identity management and cloud storage services. Recommendations are provided around reviewing social engineering policies, securing BYOD, using collaboration tools, and focusing on identity and access management through training. Network visibility solutions are presented as important for security monitoring in virtualized environments.
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Cloud cc security
from any slide, graph or portion of
graph 15
The document discusses security and performance concerns for cloud contact centers. It identifies authentication, backup, encryption, availability, bandwidth, latency and resilience as key concerns. The document then discusses session border controllers as a means to address security issues like denial of service attacks, data theft, and voice spoofing. It provides information on how SBCs can safeguard privacy, improve interoperability, and ensure reliability. Finally, the benefits of SBCs for network usage, home agent deployment, call recording and compliance with E911 requirements are covered.
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みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...
ここ3000字までしか入らないけどタイトルの方がたくさん文字入ると思います。
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みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...
みなさんこんにちはこれ何文字まで入るの？40文字以下不可とか本当に意味わからないけどこれ限界文字数書いてないからマジでやばい文字数いけるんじゃないの？えこ...
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CONTACT CENTER TRENDS 2014
- 1. Contact CenterTrends Sigal Russin, CISO Senior Analyst at STKI sigalr@stki.info
- 2. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph What are you getting: 2 123456
- 3. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Cloud Status 3 Source: information week
- 4. Sigal Russin’swork/ 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 4
- 5. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 5 * In percent
- 6. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph 6
- 7. Sigal Russin’swork/ 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. 7
- 8. Sigal Russin’swork/ 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 8
- 9. Sigal Russin’swork/ 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 •Prioritiseyour voice over data traffic Security •Policies and procedures •Hosting environment •Network design and access Don’t Forget! 9
- 10. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Insights from Customer Roundtable UC 10 Maintaining the current UC infrastructure is complicatedbecause many vendors are involved Different organizational culturescan 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 changeorganizational culture
- 11. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Evolution of channel strategy Single Channel Multi Channel Cross Channel Omni Channel Several channels, with a possibility to switch between them (But the company needs to work very hard to enable this type of switching). The customer experiences and interacts with a brand (not channels). Company operations defined in terms of “services” not in terms of “channels”. Several channels, customer experiences each channel as independent. Silos of data (sometimes combined via DW). The company’s business operations for each channel are separate. One main channel for interactions 11
- 12. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Source: STKI 2013 Channels –new ones on top(not instead!) of old ones Customers continue to use same old channels But are also staring to use (additional) new ones Source: Forrester 12
- 13. Sigal Russin’swork/ Copyright@2014 Do not remove source or attribution from any slide, graph or portion of graph Thank You! Sigalr@stki.info