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An Enterprise Connect Webinar:

The Surging Threats to Contact Center Security – Reducing
Risks and Negative Value Calls for Increased Profitability

Date: Wednesday, October 10, 2012
Time: 11:00 am PT/2:00 pm ET
Duration: 60 minutes
Sponsored by SecureLogix, presented by Enterprise Connect


If your organization has invested in contact center resources, it is a near certainty that these resources are either under attack over voice lines today, or will be in the near future.

Security threats to enterprise Voice/UC resources are increasing, as illustrated by SecureLogix in its “State of Security Report on Voice/UC” released at Enterprise Connect in 2011 and 2012. And while global threats are expanding across the board, there has been a marked surge in attacks against contact center environments over the past 1-2 years from many domestic and foreign sources due to the potential financial payoff. Not only are these attacks on contact centers becoming more frequent, they are growing in sophistication and severity. There is now an emerging class of contact-center-focused attacks and fraud schemes, customized to disrupt the flow of legitimate business transactions over contact center voice lines, while financially defrauding the enterprise and its customers.

A new industry webinar from SecureLogix will use real-world data to take you inside many of these contact center threats and attack schemes so that you can better understand the criminal objectives and mechanisms employed by the attackers to compromise your security. SecureLogix will also unveil a new approach for identifying and filtering “negative value calls” out of precious contact center environments for increased productivity at reduced costs.

You’ll come away from the webinar with:
  • An understanding of which real world attacks pose the more severe and costly threat to your contact center resources and business;
  • Real-world examples and details of some of the surging threats to contact centers, including TDoS, Social Engineering, Identity Theft and Account Takeover Fraud, Hacktivism, Harassing Callers, Dial-Through Fraud, and Call Pumping Schemes;
  • An understanding of the impact of “negative value calls” on contact center revenue and customer satisfaction scores (CSAT);
  • A model to increase contact center effectiveness and ROI through more granular call filtering and increased security.



Presenters:



Rod Wallace, VP of Global Services, SecureLogix

Rod Wallace is vice president of global services, with management responsibility over managed services, professional consulting, and customer support. Mr. Wallace has been working in the information technology sector for over 20 years, including experience at Nortel in building and managing teams and resources to deliver network security consulting and monitoring services to Fortune 100-level accounts. He also led Nortel’s Secure SIP Trunking solutions team supporting integrated product and service offers to strengthen Nortel’s position in the enterprise VoIP and SIP trunking markets.




Mark Collier, CTO and VP of Engineering, SecureLogix

Mark Collier is the CTO and VP of Engineering for SecureLogix Corporation where he is responsible for technology research and development. Mr. Collier has been an active scientist and researcher in the area of Voice and Voice over IP (VoIP) security for more than 15 years including the development of custom security assessment tools. Mr. Collier is known as an international expert in the area of Voice and Voice over IP (VoIP) security, and is a frequent presenter at technology exhibitions including the Enterprise Connect conference (formerly VoiceCon). Mr. Collier authored the Hacking Exposed: VoIP book for the popular McGraw-Hill security book series, and is the architect of the SANS training course on voice/VoIP security. Mark is a founding member of the Voice over IP Security Alliance (VoIPSA). He has been named one of the “Most Influential People in VoIP” by various media outlets, and maintains a widely read blog at www.voipsecurityblog.com.

Moderator:



Fred Knight , GM/Co-Chair of Enterprise Connect and the publisher of NoJitter.com

Fred was part of the team that launched the VoiceCon Conference in 1990. He served as Program Chairman through 2003 when he also became VoiceCon General Manager. Since then, VoiceCon has grown into the leading event for enterprise IP Telephony, converged networks and unified communications. Fred also led the evolution of VoiceCon from an annual conference into a 12-month per year operation, comprising two major conferences - VoiceCon Orlando and VoiceCon San Francisco - the VoiceCon Webinar series and two e-newsletters -VoiceCon eNews and VoiceCon UC eWeekly.