Technology and Security Roadmap Help Is it Safe to go Outside

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Technology and Security Roadmap (Help! Is it
Safe to go Outside!)
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A Few of Our Clients
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Driver 1Typical Operating Budget

• Notes
• Technology includes facilities cost
• Technology includes labor to install and
  program
• Percentages are typical but vary widely within
• observed / published data circa 1998 through
  2004

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Driver 2Contact Channel Mix (2005)
Dr. Jon Anton, Benchmark Portal 7/2004
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Horizontal Expectations

• Technologies adopted by one industry become
  customer expectations in another
• Aka vertical bleed

• LandsEnd.com
• Model
• Shop with a friend
• Page pushing
• Overstock.com
• Email vs. live agent
• McAfee.com
• Free Chat
• Free Email
• Pay for a live agent

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Contact Center Architectures

• Premise Based
• Traditional PSTN
• VoIP enabled
• Multi-media
• ASP (Application Service Provider)
• Traditional PSTN
• VoIP enabled
• Multi-media
• Network Based
• Traditional PSTN
• VoIP enabled
• Multi-media

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VOIP Standards (simplified)
Newtons Telecom Dictionary 18th Edition , CMP
Books / Network World, 12/08/03 By Edwin Mier,
Network World Global Test Alliance
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Mean-Opinion-Score (MOS)ITU-T P.800 Methods for
Subjective Determination of Voice Quality

• Scores range from 1 to 5
• Excellent or Toll quality MOS 4.0 or higher
  PCM in the PSTN rates a MOS of 4.4
• Good MOS 3.5 to 3.99
• Fair MOS 3.0 to 3.40
• Poor MOS less than 3.0
• Bad MOS of 1.0

Newtons Telecom Dictionary 18th Edition , CMP
Books / Network World, 12/08/03 By Edwin Mier,
Network World Global Test Alliance
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Premise Based Solution
PSTN
MIS -stats -Real time reports -Sys Management
DSL/Cable/ Wireless
Internet
IPSEC VPN
Remote Agent
Supervisor
Quality Assurance
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ASP Solution (Applications Service Provider)
PSTN
MIS
Remote Agent
DSL/Wireless/ Cable
Internet
ASP Network
Supervisor
T1 Private Line / Broadband VPN
Quality Assurance
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Network-based Solution
Any phone
Local Exchange Carrier
Enhanced VoIP Network Call Center
Remote Agent / Supervisor / QA
Internet
PC with any type of Internet connection
In my opinion, this is the future direction for
world class multi-media contact centers with
multiple sites and/or home agents due its
flexibility on-shore or off-shore.
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Network ASP Based EnterpriseContact Center
Solution

• INBOUND - Skills Based ACD
• UNIVERSAL Q Voice, Fax, Chat, E-mail
• OUTBOUND Predictive/Power Dial
• CALL BLENDING
• ADVANCED MGT RPTG Real Time / Historical

• CALL RECORDING Flexible Storage
• ADVANCED SELF SERVICE IVR Voice, Fax, Chat,
  E-mail
• COMPUTER TELEPHONY INTEGRATION (Data Base / CRM)
• AT-HOME AGENTS

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Security Issues
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Voice and Data Threat Models Merge

• IP Telephony inherits IP Data Network threat
  models
• Reconnaissance, DoS, Host Vulnerability Exploit,
  Surveillance, Hijacking, Identity Theft, Misuse,
  etc.
• QoS requirements of IP Telephony increase
  exposure to DoS attacks that affect Delay,
  Jitter, Packet Loss, Bandwidth
• PC endpoints typically require user
  authentication, phones typically allow any
  user(exceptions access/billing codes, Class of
  Service)
• User Identity Theft in traditional PBX phones
  carries over to IP Telephony leads to
• Unauthorized Access and Privileges, Service Theft
• Device Identity Theft malicious devices on the
  IP network acting like IP phones leads to
• Reduced Service Availability, Eavesdropping,
• Inserting/Deleting/Modifying Audio Streams

?Tip of the Hat to Cisco
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Say What?(The Alphabet Soup)
Note One of the best locations for acronym
definitions is wikipedia.org
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Intimidating?

• Gizmos in our lives
• Component Stereo vs. Bose
• TV vs. HDTV Home Theater

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Whats at Home?

• Router (DSL or Cable)
• Firewall
• Encryption
• 3DES
• AES
• Bandwidth Shaping
• Phone Set
• Fax
• Internet
• Corporate
• Local
• E-911

• Variety of Implementations
• Soft client
• Thin Client
• Appliance
• Combo

Mitel 5220
Cisco 831
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Secure IP CommunicationsSystems Approach in
Action
?Tip of the Hat to Cisco
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Its Only Getting Better

• Now is the time to invest in your people.
• The technology behind Home agents is getting
  better and easier to deploy.
• Manufacturers are building products even your IT
  department can manage.
• The market place is driving a typical home agent
  cost down below 1,000 (without the computer or
  chair).
• Now its up to you

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Airing alternatives(Current and emerging options
for high-speed wireless.)
Network World Wireless Group Studies Super 3G
standard 1/10/05
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Thank you!

• The Tanner Group, Inc.
• Independent Telecommunications Consultants and
  Strategists since 1984
• www.tannergroup.com
• Todd Tanner
• 2818 So. Redwood Road
• Salt Lake City,UT 84119
• 800-429-8550
• todd_at_tannergrp.com