contact center security strategies karl walder director - solutions noble systems
TRANSCRIPT
Contact Center Security Strategies
Karl WalderDirector - SolutionsNoble Systems
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Session Goals
• Benefits of Securing Your Data
• Security Certifications
• Government Direction
• Business Assessment
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SecurityFrom Wikipedia, the free encyclopedia
• Security is the condition of being protected against danger or loss. In the general sense, security is a concept similar to safety. The nuance between the two is an added emphasis on being protected from dangers that originate from outside. Individuals or actions that encroach upon the condition of protection are responsible for the breach of security.
The word "security" in general usage is synonymous with "safety," but as a technical term "security" means that something not only is secure but that it has been secured.
http://en.wikipedia.org/wiki/Security
Definition of Security
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Stay Up to Date on Security & Compliance
The following web portals provide access to compliance and Security standards. It is best to check the sites frequently for updates or subscribe to notifications.
• Payment Card Industry - https://www.pcisecuritystandards.org/
• Fair Debt Collections Practices Act: http://www.ftc.gov/os/statutes/fdcpajump.shtm
• System Administration, Networking, and Security (SANS) http://www.sans.org/
• The Gramm-Leach Bliley Act http://www.ftc.gov/privacy/privacyinitiatives/glbact.html
• ISO Security Standards http://www.27000.org/
• HIPPA http://www.hhs.gov/ocr/hipaa/
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Organizations can benefit in many ways by protecting their data.
The benefits can provide companies financial value, peace of mind, & investor confidence.
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Benefits of Securing Your Data
• Example:– Many companies have adopted one or two well
know industry standards to show investors, employee and customers they use best practices.
– The two most recognized standards are:
• ISO 27001, formerly the 17799 • PCI (Payment Card Industry Standard)
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Benefits of Securing Your Data
• Not only are organizations adopting these best practices, they are also engaging Certified third party auditors to ensure the organization are following the adopted practices.
• Upon completion, the auditors can issue a certificate or report indicating the company is meeting industry standards.
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Benefits of Securing Your Data
• However,
– When a company’s security is compromised, the costs to correct the breach can be staggering.
– In addition, the company’s blemished image and investor confidence can leave the company in a fragile state.
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Recent Security Headlines: States
• California was the first state to implement consumer protection legislation for its residence, Notice of Security Breach law (Cal. Civil Code §1798.29)
– The law requires notification to consumers if a breach or leak occurs.
– The law also provides relieve for corporations.
– This only applies if the data was encrypted.
• Since California 43 states, the District of Columbia and Puerto Rico have enacted legislation.
– http://www.ncsl.org/programs/lis/cip/priv/breachlaws.htm
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Recent Security Headlines: Federal
Currently, Congress has its hands on no fewer than 9 different bills that would set notification procedures of some sort.
• 3 of those are specific to federal agencies and would not affect private businesses.• But the other 6 would. And from a response perspective, that could be a good thing.
− This could be especially beneficial to midmarket IT departments, which work with smaller staffs and may not have legal counsel on hand in the company.
− Two Senate bills having the most traction right now. S. 495, known as the Personal Data Privacy and Security Act of 2007, is sponsored by Sen. Patrick Leahy, D-Vt., but is given equal support by Pennsylvania Republican Sen. Arlen Specter.
− S. 239, known as the Notification of Risk to Personal Data Act of 2007, is sponsored by Sen. Dianne Feinstein, D-Calif. The bill made it through the Senate Judiciary Committee last year and has been untouched since then.
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Leveraging Security Technologies
• Collection Center technology vendors continue to make advancements in their product lines to provide customers with more options to protect their data.
– User Password Encryption– Noble Encrypted data At Rest (NEAR)– System Hardening– Security over the wire (SSH, SFTP, VPN)
• Vendors are also focused on meeting the Payment Card Industry Standards for Security and are going through the Certification process for their products and organizations.
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Session Summary
• Security is becoming a critical issue
• There are many considerations and options
• Ask Us about a Business Assessment
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The costs of compromised security are extremely high –
both in dollars & customer relations.
Securing Your Data provides financial value, peace of mind, & investor confidence.
