VoIP Call Center

Why Are VoIP Call Centers Being Targeted by Cyber Terrorists?

By Jamie Epstein TMCnet Web Editor

As VoIP call centers increase in popularity all over the world due to the key benefits they can offer companies big and small including reduced costs, increased efficiency and better collaboration and communication overall, they are now being targeted by cyber masterminds looking to access confidential information.

Analyst firm The Aite Group, has seen an uptick as of late in regards to fraud-related incidents ramping up within next-generation call centers. And it looks as if Gartner (News - Alert) Fraud Analyst Avivah Litan seconds that notion, revealing that contact centers  are continuing to be targeted due to the fact that they typically store key information from their wide customer base such as their account numbers, phone numbers, addresses, date of birth, and the last four digits of their Social Security numbers or tax IDs- which equates to all of the necessary details needed for these cyber attacks to take place successfully.

While most VoIP call centers are implementing stringent security procedures at a fever pitch to eliminate the possibility of all types of criminals getting their hands on protected data, some companies are taking the extra step of creating solutions from the ground up to meet their individual needs and stop these fraudsters right in their tracks. That is exactly what Nice Systems hopes with its newly released Contact Center Fraud Prevention solution that boasts the ability to closely analyze distinct patterns as well as monitor phone conversations to prevent any type of fraud from occurring.  

With years of expertise under its belt, Nice has deep roots in the contact center space. In a recent interview highlighted on the TelcomReseller website, Ori Bach, director of Solution Management – Interactions Optimization Line of Business, stated that his company works tirelessly to not only help VoIP call centers drive revenue, but bring customer satisfaction levels to a much higher level than previously seen. In spite of customers feeling satisfied with their call center experience, he also revealed that adhering to ever-changing regulations within this industry is extremely vital.

Ohio-based PowerNet Global  powers a variety of SIP trunking services that are cost-effective and extremely scalable. Giving firms the ability to leverage their current equipment and even select how many lines they need to meet their company-wide goals, enables them to touch a type of flexibility some may have never believed was even possible. If clients have any questions or problems, PNG is there right way to assist in overcoming various obstacles through its 24/7 NOC Support.

According to company officials, “PowerNet Global (News - Alert) provides you with the support you need to be able to focus on your business and leave the details to us.”

So, while saving money is now a necessity to most organizations out there looking to remain in business for the long term keeping their users safe is proving to be just as an important priority.

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