Technology

Cybersecurity

With the introduction of cloud-based technology and work-at-home support reps, cybersecurity is more important than ever. Threats to contact centers span a wide range of vulnerabilities. One of the newest threats is called a Denial-of-Service attack. These attacks occur when a hacker automates a large number of calls or chats to your system, overwhelming it. For telephony systems, this often leads to your callers hearing a fast busy signal. For chat systems, this results in long wait times and high abandon rates. The effect is often exacerbated when legitimate customers attempt to contact your agency repeatedly.

There are many tactics to eliminate and reduce cybersecurity threats. Connect Centric conducts vulnerability assessments for your agency to identify weaknesses and develop programs to protect, detect, respond, and repair your systems. We assist your agency in creating a comprehensive security policy tailored to mitigate both small and large threats and safeguard your agency’s contact center.

Tactical Deliverable Examples:

  • Information Security Policy Development
  • Vendor Due Diligence
  • Annual Security Review Preparation and Support
  • Security Standards Definition