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Contact Center Security Strategies

Contact Center Security Strategies. Grant Sainsbury Practice Director, Dimension Data. IP Communications Are Now The Standard. Dimension Data Global Contact Center Benchmarking Report 2008. Why IP voice in the contact center?. Improves workflow and business effectiveness

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Contact Center Security Strategies

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  1. Contact Center Security Strategies Grant Sainsbury Practice Director, Dimension Data

  2. IP Communications Are Now The Standard Dimension Data Global Contact Center Benchmarking Report 2008

  3. Why IP voice in the contact center? • Improves workflow and business effectiveness • Ability to distribute to the contact center workforce • Reduces telecommunications total cost of ownership • Enables channel aggregation • Delivers flexible architecture

  4. IP Communications Security Threats • Improves workflow and business effectiveness • Networks are more open. Exposed to greater array of internal threats. • Ability to distribute the contact center workforce • Family members use work PC for personal use • Data leaves contact center & enterprise; it leaves home network • Reduces telecommunications total cost of ownership (TCO) • DOS attack takes down voice and desktop applications • Systems based on open and well known OS, databases, and protocols • Enables channel aggregation • Email & websites are channel for viruses, trojans, malware and spyware • New channels require different authentication and information protection considerations • Delivers flexible architecture • Expose corporate network to extranet

  5. The Role of Security in the Contact Center • Regulation & standards compliance • Data loss prevention • Process control • Security policies often require attention to process. To achieve compliance, processes often require auditable, repetitiveness.

  6. PCI Data Security Standards May Apply Build and Maintain a Secure Network • Requirement 1: Install and maintain a firewall configuration to protect cardholder data • Requirement 2: Do not use vendor-supplied defaults for system passwords and other security parameters Protect Cardholder Data • Requirement 3: Protect stored cardholder data • Requirement 4: Encrypt transmission of cardholder data across open, public networks Maintain a Vulnerability Management Program • Requirement 5: Use and regularly update anti-virus software • Requirement 6: Develop and maintain secure systems and applications (vulnerability assessment, patch management) Implement Strong Access Control Measures • Requirement 7: Restrict access to cardholder data by business need-to-know • Requirement 8: Assign a unique ID to each person with computer access • Requirement 9: Restrict physical access to cardholder data Regularly Monitor and Test Networks • Requirement 10: Track and monitor all access to network resources and cardholder data (logging and QM) • Requirement 11: Regularly test security systems and processes Maintain an Information Security Policy • Requirement 12: Maintain a policy that addresses information security Reference: www.pcisecuritystandards.org

  7. PCI Data Security Standards May Apply Build and Maintain a Secure Network • Requirement 1: Install and maintain a firewall configuration to protect cardholder data • Requirement 2: Do not use vendor-supplied defaults for system passwords and other security parameters Protect Cardholder Data • Requirement 3: Protect stored cardholder data • Requirement 4: Encrypt transmission of cardholder data across open, public networks Maintain a Vulnerability Management Program • Requirement 5: Use and regularly update anti-virus software • Requirement 6: Develop and maintain secure systems and applications (vulnerability assessment, patch management) Implement Strong Access Control Measures • Requirement 7: Restrict access to cardholder data by business need-to-know • Requirement 8: Assign a unique ID to each person with computer access • Requirement 9: Restrict physical access to cardholder data Regularly Monitor and Test Networks • Requirement 10: Track and monitor all access to network resources and cardholder data (logging and QM) • Requirement 11: Regularly test security systems and processes Maintain an Information Security Policy • Requirement 12: Maintain a policy that addresses information security Reference: www.pcisecuritystandards.org

  8. Thank you for listening. Enjoy rest of the conference. Grant SainsburyPractice Director, Customer Interactive Solutions(919) 791-1055grant.sainsbury@us.didata.com

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