Hosted Contact Centre Security
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Hosted Contact Centre Security
- 1. Hosted Contact Centre Security Jed Hewson 1Stream Hosted Contact Centre © 2008 1Stream Managed Technical Solutions Pty Ltd
- 2. Security © 2008 1Stream Managed Technical Solutions Pty Ltd
- 3. What is IT security • Computer security - protection of information and property from theft, corruption, or natural disaster and continuance of service. • Computer system security - collective processes and mechanisms by which sensitive and valuable information and services are protected from publication, tampering or collapse by unauthorized activities or untrustworthy individuals and unplanned events © 2008 1Stream Managed Technical Solutions Pty Ltd
- 4. How big is the problem? • Early 2011 Sony acknowledged that personal information of 77 million play station users had been hacked. • NHS reports 140 security breaches in 3 months and have now closed down part of their IT systems • Wikileaks – a leak from within the secret service! • Citysights – NY tour operator exposed 100,000 card details • Is copper an IT security issue? © 2008 1Stream Managed Technical Solutions Pty Ltd
- 5. Cloud security © 2008 1Stream Managed Technical Solutions Pty Ltd
- 6. The Cloud © 2008 1Stream Managed Technical Solutions Pty Ltd
- 7. The Future of the Cloud © 2008 1Stream Managed Technical Solutions Pty Ltd
- 8. Cloud Complexities © 2008 1Stream Managed Technical Solutions Pty Ltd
- 9. The cloud at a glance Cloud Infrastructure Cloud Infrastructure Cloud Infrastructure IaaS Software as a Service PaaS PaaS (SaaS) SaaS SaaS SaaS Architectures Cloud Infrastructure Cloud Infrastructure IaaS Platform as a Service (PaaS) PaaS PaaS Architectures Cloud Infrastructure IaaS Infrastructure as a Service (IaaS) Architectures © 2008 1Stream Managed Technical Solutions Pty Ltd
- 10. Cloud characteristics • Private cloud – enterprise owned or leased • Community cloud – shared infrastructure for specific community • Public cloud – Sold to the public, mega-scale infrastructure • Hybrid cloud – composition of two or more clouds © 2008 1Stream Managed Technical Solutions Pty Ltd
- 11. NIST/Cloud security © 2008 1Stream Managed Technical Solutions Pty Ltd
- 12. Call Centre Security © 2008 1Stream Managed Technical Solutions Pty Ltd
- 13. Security in the call centre • Physical security – cameras, access control/turn-styles, lockers • PC security – AV, lock down, firewalls • Internet security – firewalls, white and blacklists. • Logon Access – AD, CRM, email and other applications • Access to databases and file &print servers • Access to call recordings/ screen recordings/other media recordings • Access to call data • Dialing Compliance • FAIS/FSB Compliance • PCI Compliance • Certify to standards such as ISO 27001 © 2008 1Stream Managed Technical Solutions Pty Ltd
- 14. Call Centre Security matrix PCI Compliance FAIS / FSB Dialing Compliance Access to recordings Access to databases Internet security Network security PC Security Physical security Collection Customer Fin. Serv. Telesales Service Sales Debt PCI © 2008 1Stream Managed Technical Solutions Pty Ltd
- 15. What needs to be considered? • VOIP • Access to recordings • CRM database information • PCI-DSS compliance © 2008 1Stream Managed Technical Solutions Pty Ltd
- 16. VOIP • Encryption – TLS / SRTP • Firewall – STUN (TURN/ICE) • Proxy – complex (non-default) passwords • Break the IP chain (include iSDN) • VLAN/QOS © 2008 1Stream Managed Technical Solutions Pty Ltd
- 17. Recording Access • ECT act • Consider multi-media • Encryption – at least 128 bit • Tamper proof store • Auditable access • Deletion management © 2008 1Stream Managed Technical Solutions Pty Ltd
- 18. CRM • Process more than technology • Physical security • Perimeter defence • Data Encryption • User authentication • Application security • Internal Systems security • Operating system • Database and server management • Back up and Disaster recovery © 2008 1Stream Managed Technical Solutions Pty Ltd
- 19. Payment Card Industry Data Security Standard (PCI-DSS) • 36.7% of contact Centres claimed to be fully compliant with the Payment Card Industry Data Security Standard • (89%) admitted to not understanding PCI DSS, the requirements nor penalties • The act of recording a call can break the rules of PCI DSS • Penalties of up to $500 000 © 2008 1Stream Managed Technical Solutions Pty Ltd
- 20. PCI-DSS Objectives © 2008 1Stream Managed Technical Solutions Pty Ltd
- 21. Cloud Vs Premise © 2008 1Stream Managed Technical Solutions Pty Ltd
- 22. Cloud Benefits Pros and Cons • Flexibility • On-demand • Access to technology • SLA • Access to skills • Cheaper!! © 2008 1Stream Managed Technical Solutions Pty Ltd
- 23. Cloud Benefits Pros and Cons • Multi-tenanted • 3rd party vendor • Limited input to security standards © 2008 1Stream Managed Technical Solutions Pty Ltd
- 24. Summary • The world is going “cloud” • Organisations must take responsibility • Do not assume all providers are the same • Hosted providers can offer better technology, experience and skills • For the majority of call centres the hosted provider has more to lose © 2008 1Stream Managed Technical Solutions Pty Ltd
- 25. © 2008 1Stream Managed Technical Solutions Pty Ltd
Hinweis der Redaktion
- So what is security? Wikipedia tell us that it is split into two parts. But it is a huge industry. It covers:Viruses, worms, DOS, spoofing, trojans, phishing, unauthorised access to data, data theft, and involves equipment such as firewalls, security suites, encryption and certification. House hold names have sprung up like Fortinet, Mcaffee, symantec, and of course our own astronaught Mark Shuttlworth who made trillions out of web security. Intel bought mcaffee for $7.7 billion america’s 2nd biggest security company.Computer security is a branch of computer technology known as Information Security as applied to computers and networks. The objective of computer security includes protection of information and property from theft, corruption, or natural disaster, while allowing the information and property to remain accessible and productive to its intended users. The term computer system security means the collective processes and mechanisms by which sensitive and valuable information and services are protected from publication, tampering or collapse by unauthorized activities or untrustworthy individuals and unplanned events respectively. The strategies and methodologies of computer security often differ from most other computer technologies because of its somewhat elusive objective of preventing unwanted computer behavior instead of enabling wanted computer behavior.
- And security is on every ones mind. A recent survey showed that 74% of people asked stated that security was their main concern for using on demand services. But lets put this into perspective. Use a house as an analogy!Lets take a local perspective and look at a house in camps bay and a house in Riebeck Casteel. Lets also consider a local security expert providing advice on your home.The message is that you must take responsibility for your own security based on your needs.
- Lets talk about the cloud. Big industry and becoming more and more organised. Its here to stay so the question of whether you should go to cloud solution is actually when should you go to a cloud solution.
- CRM usually crosses more than one type of technology such as wb browsers, database access and log on authentication. A process needs to be in place.
- The message her is that the cloud is complex and coverts anything from software to physical infrastructure.
- The message her is that the cloud is complex and coverts anything from software to physical infrastructure.