Six Pillars of Security Support for Your Contact Center

According to CSO Online from IDG, the cost of damages from cyber-crime is expected to reach $6 trillion per year by 2021, compared to $3 trillion in 2015. With this massive growth, it’s important to implement cybersecurity for your business and contact center.

Many people forget how to keep a high level of security. When you allow third-party consultants to implement additional tools for your new platform, and you change configurations, your security levels drop—leaving your business vulnerable to cyber-crime.

Security risks are evolving, which means that you need to be more careful than ever. Your customers won’t stay with a company that doesn’t protect their personally identifiable information, so don’t let your security down.

Six Pillars of Security Support

1. Data Leakage

Determine the exact set of configuration files, interaction recordings and third-party integrations involved in processing and storing sensitive data, such as personally identifiable information. Next, conduct a threat assessment to identify areas of weakness in your system and determine how to stop sensitive data leakage.

2. Security Certificates

Don’t let your system get hacked. Keep security certificates up-to-date is the most important way to prevent a breach. Look at recurring issues with security certificates, find the causes for them and determine solutions to correct them. You can also take action to maintain your security certificates and manage them so you don’t leave yourself open to hackers again.

3. User Access Control

Assess your user access management policies. Identify “dangerous” credentials, scripts and configuration files. Once you know what the threats are, you can develop comprehensive solutions.

4. Readiness for Telephony Denial of Service (TDoS) Attacks

Conduct multiple assessments and penetration tests to determine how TDoS can affect different parts of your platform. Evaluate the threats to your system and recommend ways to lessen the risk of a cybersecurity breach. Then create a TDoS response plan that reduces the harmful effects of an attack by containing it.

5. Misdialing

Wrong client identification and data injections lead to misdialing. Get a better idea of how this cause-and-effect relationship develops—analyze possible weaknesses within your business processes, architecture, routing strategies, and change procedures that result in incorrect customer identification and data injection threats. In addition, determine the chance of misdialing in your contact center.

6. Missing Recordings

Inappropriate backup mechanisms and inadequate storage management can result in lost call recordings And, it involves a combination of multiple factors, depending on the solution architecture, component configurations, and third-party product integration. Determine the underlying cause of all cases to ensure that more problems don’t arise in the future.

CyberCX: The Sophisticated Security Solution

Learn more about CyberCX by Miratech, visit their app listing on the AppFoundry marketplace and and watch their short on-demand webinar session.

This blog was co-written by Anthony De Cicco.

Tony De Cicco, Vice-President, Customer Intelligence, has over 30 years of leadership experience in developing and growing strong service and sales organizations. At Miratech, Tony is responsible for leading the Customer Intelligence Practice. He helps leverage the Miratech engineering expertise and long-standing Genesys-Miratech partnership into a global Genesys Practice. Before Miratech, Tony was the Vice-President of Professional Services at Informix Software with the responsibility of the overall training, consulting, and systems engineering organizations. Following this role, he served as Senior Vice-President for worldwide Professional Services at VERITAS Software. He was responsible for growing operations from $10 million to over $100 million in 4 years.