Page 24 - Telecom Reseller March-April 2015

24 Telecom Reseller
December/January 2015
Are you treating customer
L
EWIS continued from page 17

feedback like gold?
operations and forensics teams. For this reason,
encrypted traic is rarely monitored and is
allowed to low freely in and out of the network
environment. his creates obvious risks and
negates security intelligence capabilities to a
Ilarge extent.
A
For the most part, IT security staf simply let LLEN n the past, organizations had low bargaining Special interaction recording features such as
encrypted traic low through the perimeter.
audio mining, call monitoring, and call annotation power due to the small number of products
If one searches for “SSH irewall” the result is a and services on the market. hanks to advances provide direct access into customer feedback.
by Miranda Allen, CTI Group
number of highly instructive articles on how to in technology, organizations now have an Audio mining uses “speech packs” which allow
Marketing Specialist
use Secure Shell to bypass corporate irewalls. his is actually a pretty common and clever overwhelming number of choices when it comes to purchasing a product or service. Technology, users to search for calls with speciic phrases. his allows your organization to be proactive rather
workaround policy that unfortunately creates
especially the Internet and now mobile, has than reactive when it comes to the customer (White House Oice of Consumer Afairs). hat
a huge security risk. In order to eliminate this provided a gateway for buyers to conduct experience. In addition, call monitoring is an means listening to just one complaint provides an
risk, the organization must decrypt and inspect endless research on your organization and your exceptional training tool which allows managers to enormous amount of business value. Customer
encrypted traic.
competitors. Since buyers are armed and ready listen in on calls in progress.
feedback is GOLD.
with a short list, it is more important than ever More advanced features like call whisper allow Many organizations want to utilize customer
Eicient Decryption
to provide an exceptional customer experience. the manager to actually instruct the call handler feedback, but it can take a tremendous amount
It is possible to decrypt SSH traic without In a recent survey, 3 in 5 Americans (59%) while the customer remains unaware. Call of time. What if there was a tool to gather every
interfering with the network. An organization would try a new company for a better service annotation allows users to add comments and customer interaction, whether it be through
would need to use an inline proxy with access to experience (American Express Survey). How can markers while they are on call. his is a great way video, chat, or voice, and use that information to
the private keys, essentially a friendly man-in- your organization maximize
to mark notable events that can be reviewed in the There is an ininite understand what customers
the-middle.
customer insight to deliver future.
are saying? Interaction
When successfully deployed, 100 percent of that remarkable customer Collecting all this data is one thing, and using
number of software recording provides just that. In
encrypted traic for both interactive users and experience?
it is another. Extensive user reporting provides an tools that organizations an easy to use web interface,
M2M identities can be monitored. Also, because here is an ininite
administrative summary with the ability to dig
organizations can collect and
this is done at the network level, it’s not possible number of sotware tools
out that important customer feedback and take consider purchasing to analyze customer feedback.
for malicious parties to execute a workaround. that organizations consider
action. he interaction recording sotware also gain customer insight.
his is crucial because
With this method, enterprises can proactively purchasing to gain customer
integrates into major CRM systems like Sugar
according to consumers,
detect suspicious or out-of-policy traic. his
insight. Almost every
and Salesforce.com keeping your customer data organized and accessible in more ways than one. customer service agents fail to
is called encrypted channel monitoring and represents the next generation in the evolution organization today has a
CRM system, whether they have 15 employees or Treating customer feedback like gold is a win-win. answer their questions 50% of
the time (Harris Interactive). hat could be a good
of PAM. By monitoring encrypted channels, 15,000. Organizations are also utilizing marketing It helps organizations diferentiate themselves in a thing for your organization. It presents a way to
organizations can decrypt perimeter traic and automation tools to connect with potential time where products are plenty, and since 80% of set your organization apart from the competition.
distance themselves from the gateway approach prospects and current customers. hese tools
companies say they deliver “superior” customer Interaction recording allows organizations small
to PAM.
are great, but how are organizations actually service and only 8% of customers agree, you are and large to provide the best customer experience
his approach has the added beneit
listening to the voice of the customer? Here is a setting yourself up for great success if you ind in the market.
of preventing attackers from using the scary thought: for every customer who bothers
your way into that 8% (Lee Resources). Interaction Organizations need a tool that not only collects
organization’s own encryption technology
to complain, 26 other customers remain silent
recording is simply a tool to get you there. ■
the data, but also provides actionable insights.

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