Voice Security Trends in the Contact Center

For many enterprises, the contact center is a key interaction point between you and your customers. While there are many ways to communicate between agent and customer, voice is still king. In fact, according to our research, 73% of all interactions use voice, either initially or after a digital interaction. Regardless of whether agents work in a physical contact center or work remotely, contact center telephony needs to be secure and of the best possible quality. Contact centers are increasingly subjected to malicious attacks to attempt to disrupt customer access and the ability to conduct business. This makes it an imperative to take the necessary steps to assure the security, availability, and quality of voice interactions that are business critical. In this webinar, Metrigy and Ribbon will dive into the topic of contact center security and management. We’ll share some recent market research on a number of macro topics affecting the contact center, as well as the following: - Defending against telephony denial of service attacks and other disruptive events - Addressing complex routing schemes across sites or geographies - Integrating analytics to proactively respond to operational issues