Tagged: security RSS

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  Ramana Reddy 10:26 AM on June 21, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (23), call center (24), Cloud (14), CRM (11), Dial (7), flexibility (5), Reliable (4), sales (12), Salesforce (4), Salesforce Security Review V-TAG Data Sensitvity, security   

  3CLogic Application Passes Salesforce Security Review 

  When you dial into a call center, do you often find yourself wondering if you should give out your personal details: social security number, date of birth or address? If you are like me, you worry about these types of things all the time and with so many cases of identity theft being reported today, you should.
  Data security is of paramount importance to anyone entrusted with customer data. Not only do they have the obligation to take care of sensitive data, but certain types of data are protected by regulation.
  Now you can be sure that if the call center you are calling into is powered by 3CLogic that their solution is reliable, protected and secure. The 3CLogic application recently passed the Security review which was developed by Salesforce to assess the security posture of the application.
  With the 3CLogic application running your call center services for inbound calling, there is no need to store any of your sensitive data within 3CLogic. Whenever a customer calls in, the 3CLogic client will show the customer’s information on a Salesforce screen opened within the 3CLogic client. For outbound dialing, we use tokenization (phone number and Salesforce ID) so you can keep the rest of your data in Salesforce securely. This means there is no personal information stored outside of Salesforce (or any CRM system) if you are using 3CLogic as your call center solution.

  With data just in Salesforce you can leverage the security features of Salesforce which provide both strength and flexibility. However, protecting your data is a joint responsibility between you and salesforce.com. The security features in Salesforce enable you to empower your users to do their jobs efficiently, while also limiting exposure of data to the users that need to act upon it. Implement security controls that you think are appropriate for the sensitivity of your data. Your data is protected from unauthorized access from outside your company, and you should also safeguard it from inappropriate usage by your users.
  Please do email me at ramana@3clogic.com if you have any questions or comments.

   

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  Raj Sharma 7:06 PM on May 28, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (23), call center (24), channel (6), Cloud (14), CRM (11), sales (12), security, Telephony Application Grid (3), Voice (9)   

  If You can’t Trust Your Cloud Provider, Who can you Trust? 

  I can’t imagine having a talk about moving to a cloud based call center without talking about security in the cloud. Inside sales reps and customer service reps are constantly accessing, sorting and storing invaluable data as they communicate with your customers and prospects. This data can be in the form of voice, chat, text and e-mails depending on the communication channel that is utilized. Additionally, there is tons of data regarding trends and analysis in reports that are generated during customer interactions.

  According to a Network World article, users shouldn’t rely on their cloud service provider’s security features to protect their most critical data. Another study from Gartner indicates that 75% of customer service organizations will move to cloud by 2013. So on one hand we have a lot of companies moving to cloud based call centers, while security in the cloud remains a big concern.

  So what are users supposed to do? Call center decision makers should look for a system that not only uses end to end encryption, but also uses “tokenization“. This way none of the sensitive data ever leaves the enterprise network. Tokens that only have names and phone numbers are stored in the cloud. Even these are encrypted end to end further securing sensitive data.

  One way to do this is to use 3CLogic’s distributed architecture called V-TAG (Virtual Telephony Application Grid). Even functions like call recording are not done centrally, which allows for these recordings to be stored on customer premise. 3CLogic uses tokens, such as incoming caller id, to access customer information from local CRMs and databases. Since V-TAG uses a distributed architecture, none of the sensitive information ever leaves the customer premise. This information is pulled from the local database and displayed in a single window interface to the reps. The reps are unaware of where different pieces of information are coming from.

  A cloud based offering that uses centralized servers instead of V-TAG, has to upload sensitive data to cloud before it can be displayed to reps for incoming or outgoing calls. This not only causes additional delays, it often violates a company’s security and compliance policies.

  At 3CLogic, we often hear how the users are pleasantly surprised when they see the customer information on the screen instantly, much in advance of their answering the call or the call getting connected. On hearing this, we all have that familiar smile on our faces because we know that these are some of the benefits of a distributed architecture like V-TAG. Additionally, Call center managers and administrators can sleep peacefully because their security policies are not compromised.  What’s not to like about this?

  3CLogic Application Passes Salesforce Security Review « 3CLogic Blog is discussing. Toggle Comments

   
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  Raj Sharma 6:31 PM on May 21, 2012 Permalink | Log in to leave a Comment
  Tags: 3CLogic (23), availability (3), call center (24), Cloud (14), cloud call center (5), cost (8), CRM (11), CRM Integration (4), security   

  WHAT’S PREVENTING CALL CENTER EXECUTIVES FROM MOVING TO THE CLOUD 

  We just released this ad which really captures the sentiments of call center decision makers. When Gartner Research predicts that at least 75% of call centers will leverage the cloud by 2013, you have to believe that every call center executive is being asked “when”, and not “if”. Call Center executives have got to be in a bind. The CEO is asking them what is their cloud strategy and when they are moving their call center to the cloud. There is pressure from the finance guys about justifying moving to something new when there is sunk cost in call center equipment. The IT guys are concerned about security, reliability and disruption to existing operations. The VP of Sales is wondering what happens to CRM integration. You can almost hear what is being said in the hallways. To really find out what is being said, click on the image and read the bottom half of the ad.

  

  Constraints for call centers to move to the cloud

  Go ahead and +1 here http://3clogic.com/cloudad.html if you like what 3CLogic is saying!