3CLogic's Contact Center Blog

Software continues to evolve every day, harnessing human creativity and technological innovation in a process that adapts to an ever changing environment. But as with all types of evolution, this process is not without its hiccups. This is specifically true when it comes to contact center software. Any flaws in a system’s development can have a direct impact on the success of that business. That being said, software upgrades are not a bad thing. Upgrades fix bugs, enhance existing tools, and add new ones, but upgrades can also be a double edged sword. How many times have you upgraded your smart-phone software and had problems? You may be happy with the overall upgrade, but some things don’t measure up. The same concept applies to contact center software.

With the growing number of machine-to machine devices being used by people as well as an increase in the amount of information being shared through the web and cloud, some have grown concerned about the protection of this information. Everyday there are many people attempting to hack into different systems to access information, so companies need to make sure their bases are covered in order for their customers have faith in them.

The Cloud Security Alliance, also known as CSA, is a nonprofit organization that aims to promote best practices for security assurance within the cloud. They also exist to educate people on the uses of cloud computing. CSA recently announced its newest project, Software Defined Perimeter Initiative (SDP).  SDP will allow for the creation of networks that are extremely resistant to attacks by using end-to-end network IP addresses. According to Saroj Kar from Cloud Times, this is necessary due to the growing number of machine-to-machine devices, which increase risk at these endpoints. Kar explains that the most important way to decrease this risk is to require people to undergo strict authentication procedures before accessing any information through these devices. SDP will ensure that both the providers and the customers are secure against attacks at any point through the system.

As technology has developed and become more advanced, security issues have become more prevalent year after year. Communities of hackers have generated to uncover issues with software that even the creators are not aware of. This is something that not only makes the customers uneasy, but also the companies involved in these security breaches. Often times, companies hear of these issues after much damage has been done; it is too late to fix what has occurred. A secure network/database is vital to the success of a business. It gives not only the business peace of mind, but also the customers in knowing that their information is secure.