How can you keep contact center communications secure?

Ensuring that your contact center is secure is critical, as any loss of confidential customer information can mean huge consequences for your organization. And, of course, any center downtime has a direct and measurable impact on your bottom line. The full Avaya suite of security services helps you expand traditional data security practices and procedures to the contact center, protect critical information, and comply with corporate mandates and federal regulations. Avaya helps you achieve secure, available and compliant contact center environments through effective planning, implementation, and management of security policies and practices.

EXTENDED ANSWER:

How can you keep contact center communications secure?

Over the last decade, Internet-based communications like Voice-over-IP (VoIP), self-service Web sites, e-mail, and collaboration applications have opened contact centers up to new security concerns. And, the cost-reducing globalization of contact center resources has meant moving operations to less-developed countries, where intellectual property and confidentiality laws are not always rigorous.

Many centers are running on converged data networks, so they are subject to the security risks associated with data networks, including unauthorized access, hacking, and denial of service attacks. Traditional data security policies must be expanded to protect all information, including IP telephony traffic. Security measures must diligently focus on:

Integrity: Viruses, Trojan horses, and unauthenticated access can alter the configuration integrity of networked resources. If intellectual property is compromised, it could be a serious blow to your reputation.
Availability: Any security incident can affect contact center availability. Every second of downtime can be directly measured by lost revenue. Also, costs increase as live agent calls go up due to downed IVR, Speech or Web servers.
Compliance: Strict government regulatory requirements for privacy protection and security measures have been imposed, including those of Sarbanes Oxley, Gramm-Leach Bliley, and HIPAA.

Avaya helps you achieve a secure, available and compliant contact center beginning with effective planning of security policies and practices. First, our security assessment identifies gaps that can be exploited by an attacker when voice and data networks come together. Next, Avaya focuses on the complex task of designing a secure infrastructure and helps ensure that the security measures defined in a policy are designed into the security framework.

We use proven methodologies to harden your Avaya contact center. Our consultants help ensure that all security controls are properly enabled to protect your center’s integrity and prevent unauthorized usage–all while helping you maximize availability and demonstrate compliance with government regulations.

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