This document discusses contact center trends and cloud contact centers. It summarizes that cloud contact centers can provide benefits like decreased capital expenses, lower total cost of ownership, and improved business agility. However, cloud contact centers also present concerns regarding security, performance, and resilience. The document then discusses specific security and performance issues for cloud contact centers and recommendations around vendor selection, voice quality, and security policies. It also summarizes insights from a customer roundtable on unified communications and the evolution of omnichannel strategies.

1. Contact Center
Trends
Sigal Russin, CISO
Senior Analyst at STKI
sigalr@stki.info

2. What are you getting:
Sigal Russin’s work/ Copyright@2014
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1 2 3 4
5 6

3. Sigal Russin’s work/ Copyright@2014
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Cloud Status
3
Source: information week

4. Business Benefits
Decreased
capital
expense
Lower
total cost
of
ownership
Sigal Russin’s work/ Copyright@2014
Improved
business
agility
flexible
scaling
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5. Sigal Russin’s work/ Copyright@2014
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5
* In percent

6. Sigal Russin’s work/ Copyright@2014
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7. 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@2014
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8. 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@2014
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9. Sigal Russin’s work/ Copyright@2014
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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!
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10. Insights from Customer Roundtable UC
Sigal Russin’s work/ Copyright@2014
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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

11. Evolution of channel strategy
The customer experiences and interacts with a
brand (not channels). Company operations defined
in terms of “services” not in terms of “channels”.
Sigal Russin’s work/ Copyright@2014
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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).
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
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12. Channels – new ones on top (not instead!) of old ones
Sigal Russin’s work/ Copyright@2014
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Source: STKI 2013
Customers
continue
to use
same old
channels
But are also
staring to use
(additional)
new ones
Source: Forrester 12

13. Sigal Russin’s work/ Copyright@2014
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Thank You!
Sigalr@stki.info