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

Contact Center Security Strategies

Grant SainsburyPractice Director, Dimension Data

4IP 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

• Ability to distribute to the contact center workforce

• Reduces telecommunications total cost of ownership

• Enables channel aggregation

• Delivers flexible architecture

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

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.

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Strategies to Cope with Security ThreatsKnow the legislature and regulations that affect your contact operation e.g. DPA, FSA, PCI, HIPPA, SOX, ISO 27001, DNC

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

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

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Strategies to Cope with Security ThreatsKnow the legislature and regulations that affect your contact operation e.g. DPA, FSA, PCI, HIPPA, SOX, ISO 27001, DNC

Architect the contact center around the network

Deploy firewalls, IDS, IPS, web/email filtering, anti-virus, & policy-controlled desktop

Strong authentication on home agent equipment under strong corporate IT policy

Disable CD/DVD/USB ports on home agent equipment

Encrypt data, voice and application, going across Internet to home agents

Apply auditable logging on home agent workstations and lock down data access

Publish a home work security policy and require sign off

Apply data access by job function which is not typically impacted by channel

Train agents in use of non-voice communications. An email can carry the same legal weight as a hand written letter and it is a persistent form of communication.

Ensure that corporate core security practices, baselines and standards are applied to the contact center infrastructure

Thank you for listening.Enjoy rest of the conference.

Grant SainsburyPractice Director, Customer Interactive Solutions(919) [email protected]