Perry Price
Perry Price co-founded Revation Systems in August 2002 to develop the next-generation cloud solution for real-time communications, and today serves...
Read Full Bio >>

Perry Price | August 15, 2017 |


Encryption and Mindset: 2 Keys to Securing Modern Communications

Encryption and Mindset: 2 Keys to Securing Modern Communications As omnichannel contact centers become more pervasive, ensuring the security of these connections is extremely important.

As omnichannel contact centers become more pervasive, ensuring the security of these connections is extremely important.

You don't have to look far for proof that technology rules our society today. Just a few decades ago, for example, an organization's greatest fear may have been physical theft or robbery, but today a cybersecurity breach tops the list of the C-suite's worst nightmares -- in just about any organization in the world.

Consider the following scenario: a national credit union uses an omnichannel contact center solution for connecting with customers. As a result, it relies on this system to securely collect and store the payment card industry (PCI) data for millions of consumers. One day, cyberattackers break into the system, and the private data of millions of consumers becomes vulnerable. Clearly, today's security concerns have not only shifted in method, but also magnified in scale.

According to the Identity Theft Resource Center's (ITRC) 2016 Data Breach Report, the U.S. hit a record high for data breaches last year, with the number soaring to 1,093 -- a 40% increase from 2015. As omnichannel contact centers become more pervasive, ensuring the security of these connections is extremely important.

Keys to securing communications, especially for contact centers, are the use of network encryption and a shift in cultural mindset on what the application of communications security means.

Securing Enterprise Communications
Creating an encrypted network is the first step in securing enterprise communications and contact center channels. Network encryption refers to the process of encrypting or encoding data and messages transmitted or communicated over a computer network. With modern communications solutions spreading in both popularity and usage across all industries today, organizations must prioritize efforts to make sure systems are encrypted at all levels. A deeper level of encryption is becoming necessary for all communications modalities -- whether email, video, or chat -- as well.

As both the threat and skill of hackers continue to escalate, end-to-end encryption of all data is now the new standard in enterprise communications. Evidence of this threat, and further reinforcement of the need for end-to-end encryption, is PwC's recent finding that 32% of companies surveyed have been victims of cybercrime in 2016.

Unfortunately, according to the SANS IT Security Spending Trends 2016 survey, organizations allocated only 63% of total security spending to protecting sensitive data.

Adding to the lack of spending on security, organizations continue to implement BYOD policies to increase the level of engagement for employees and consumers across organizations. However, these policies can lead to more security breaches if they are not properly supported by the network. According to the 2016 BYOD & Mobile Security Spotlight Report from Skycure (a Symantec company), 21% of organizations have traced a data breach to their BYOD programs. Even worse, another 24% have found that employee-owned devices have been connected to malicious Wi-Fi hotspots -- putting the information stored on those devices in direct harm.

Why Cultural Mindset Matters
In conjunction with increasing end-to-end encryption for the rising number of connected devices today, an organization's culture (specifically surrounding contact center use) needs to center around security at every point of the interaction. As a result, a culture that places importance on security is the other key to locking up communications security. Possessing, and championing, a security-conscious cultural mindset means creating a set of shared practices when using connected devices in any organization. This becomes increasingly important as millennials make up increasing proportions of the workplace today (and in contact centers specifically).

According to data from the Bureau of Labor Statistics, millennials (those between the ages of 20 and 35) make up a good portion of the workforce in call centers, accounting for about 40%. This has led to a subsequent increase in personal device use, which in turn has translated into a surging security issue.

For example, a 2014 TrackVia survey found that 70% of millennials admitted to bringing outside applications into an enterprise setting, even in violation of IT policies. Additionally, 60% of those employees weren't concerned about the corporate security ramifications of using personal apps instead of corporate apps -- pointing to a disconnect in industry best practices and those carried out internally as the result of an organization's cultural attitude toward security and employee mindset about their impact on it.

If organizations create a cultural mindset that places security front and center, and focus more time and investment on network encryption, the future of enterprise communications will only continue to grow. Omnichannel communications is the way of the future for contact centers, and ensuring its stability and growth benefits all organizations around the globe.


October 24, 2018

With disparate workplaces and ever-expanding volumes of information to manage, the challenges for collaborating effectively are only intensifying. Many critical applications are not integrated, and

October 10, 2018

Businesses are growing across international borders quicker than ever, but scaling operations to follow suit can be a harder, longer process.

This webinar focuses on scaling your next-generat

September 26, 2018

Join Kevin Kieller, Microsoft UC&C expert, along with Ribbon Communications and Polycom, for an update on Microsoft Ignite, and a focus on critical things you need to know about your voice deployme

March 12, 2018
An effective E-911 implementation doesn't just happen; it takes a solid strategy. Tune in for tips from IT expert Irwin Lazar, of Nemertes Research.
March 9, 2018
IT consultant Steve Leaden lays out the whys and how-tos of getting the green light for your convergence strategy.
March 7, 2018
In advance of his speech tech tutorial at EC18, communications analyst Jon Arnold explores what voice means in a post-PBX world.
February 28, 2018
Voice engagement isn't about a simple phone call any longer, but rather a conversational experience that crosses from one channel to the next, as Daniel Hong, a VP and research director with Forrester....
February 16, 2018
What trends and technologies should you be up on for your contact center? Sheila McGee-Smith, Contact Center & Customer Experience track chair for Enterprise Connect 2018, gives us the lowdown.
February 9, 2018
Melanie Turek, VP of connected work research at Frost & Sullivan, walks us through key components -- and sticking points -- of customer-oriented digital transformation projects.
February 2, 2018
UC consultant Marty Parker has crunched lots of numbers evaluating UC options; tune in for what he's learned and tips for your own analysis.
January 26, 2018
Don't miss out on the fun! Organizer Alan Quayle shares details of his pre-Enterprise Connect hackathon, TADHack-mini '18, showcasing programmable communications.
December 20, 2017
Kevin Kieller, partner with enableUC, provides advice on how to move forward with your Skype for Business and Teams deployments.
December 20, 2017
Zeus Kerravala, principal analyst with ZK Research, shares his perspective on artificial intelligence and the future of team collaboration.
December 20, 2017
Delanda Coleman, Microsoft senior marketing manager, explains the Teams vision and shares use case examples.
November 30, 2017
With a ruling on the FCC's proposed order to dismantle the Open Internet Order expected this month, communications technology attorney Martha Buyer walks us through what's at stake.
October 23, 2017
Wondering which Office 365 collaboration tool to use when? Get quick pointers from CBT Nuggets instructor Simona Millham.
September 22, 2017
In this podcast, we explore the future of work with Robert Brown, AVP of the Cognizant Center for the Future of Work, who helps us answer the question, "What do we do when machines do everything?"
September 8, 2017
Greg Collins, a technology analyst and strategist with Exact Ventures, delivers a status report on 5G implementation plans and tells enterprises why they shouldn't wait to move ahead on potential use ....
August 25, 2017
Find out what business considerations are driving the SIP trunking market today, and learn a bit about how satisfied enterprises are with their providers. We talk with John Malone, president of The Ea....
August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.