Watching (and Preventing) the Hidden Crimes

摘要

The criminal and security threats that are the most worrisome are not the ones carried out with guns and explosives to get at bank vaults or cash drawers but hidden, over IT networks, to access databases containing customer information and to disrupt communications. There have been, as examples, high profile data breaches at well-known companies such as Citibank, direct marketer Epsilon (which has a large client list of household names) and Sony. Contact centers are at risk to these crimes as they handle sensitive or protected data such as consumer information, financial and legal data and patient student information, reports Adam Boone, vice president of marketing and product management at Sipera. The cost of such "incidents" is high.