CyberCX: The Security You Need To Ensure a Successful Genesys Implementation

Planning & Technical Services

CyberCX: The Security You Need To Ensure a Successful Genesys Implementation

According to CSO, the cost of damages from cybercrime is expected to reach $6 trillion per year by 2021. In comparison, in 2015 the cost of damages was $3 trillion. With this massive growth, it’s important to implement cybersecurity for your business.

When you implement Genesys, you select a secure platform to meet all your business objectives; Genesys Engage platform is a secure contact center for your business from the start. However, what many people forget is how to keep that high level of security throughout your time using Genesys.  When you start letting third-party consultants implement additional tools for your new platform, and you change configurations, your security drops, leaving your business vulnerable to cybercrime, another pitfall to avoid.

Security risks are evolving, which means that you need to be more careful than ever. You customers won’t stay with a company that doesn’t protect their personally identifiable information (PII), so don’t fall into the trap of letting your security down. Instead, take the necessary steps to secure your Genesys platform.

What Do You Need To Secure Your Genesys Platform?
There are six key areas of support that you should address if you want to keep your Genesys platform secure:

Data Leakage – Determine the exact set of Genesys log files, configuration files, interaction recordings, third-party integrations involved in processing and storing sensitive data such as personally identifiable information. Next, conduct a threat assessment in order to identify areas of weakness in your system and determine how to stop sensitive data leakage.

Issues With Security Certificates – Don’t let your Genesys system get hacked; keeping security certificates up-to-date is the most important way to prevent this. Look at your recurring issues with security certificates, find the causes for them, and come up with solutions to correct them. You can also take action to maintain your security certificates and manage them so that you don’t leave yourself open to hackers again.

Issues With User Access Control – Assess your User Access Management Policies for your Genesys platform. You can identify the “dangerous” credentials, scripts, and configuration files. Once you know what the threats are, you can develop comprehensive solutions.

Readiness for Telephony Denial of Service (TDoS) Attacks – Conduct multiple assessments and penetration tests in order to determine how different parts of your Genesys platform can be affected by TDoS. Evaluate the threats to your system and recommend ways to lessen the risk of a cyber security breach. Then create a TDoS response plan that reduces the harmful effects of an attack by containing it.

Misdialing – Wrong client identification and data injections lead to misdialing. Get a better idea of how this cause and effect relationship develops – analyze possible weaknesses within your business processes, architecture, routing strategies, and change procedures that result in incorrect customer identification and data injection threats. In addition, determine the chance of misdialing in your Contact Center.

Missing Recordings – Inappropriate backup mechanisms and inadequate storage management can result in a lost call recordings; it is the combination of multiple factors, depending on the solution architecture, component configurations, and third-party product integration. Determine the underlying cause of all cases to ensure that more problems don’t arise in the future.

CyberCX: The Sophisticated Security Solution
Genesys is not simple, so you need to have the right people servicing your platform. With extensive knowledge of both Genesys and cybersecurity, Miratech offers CyberCX to keep your business safe. By addressing each of the key areas mentioned above, Miratech’s CyberCX service ensures that your Genesys platform is not open to a security breach.

Miratech has provided services for noteworthy companies such as the U.S. Department of Defense and Transportation, and now we’re offering CyberCX to your business to give you that same level of support. With our 20 years of Genesys experience and over three million man hours of implementing, customizing and utilizing the system, we can identify all security risks associated with Genesys implementation and usage.

Contact Center Fraud Continues to Increase
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