Technology and Security Roadmap (Help! Is it Safe to go Outside!)

2© 2005 The Tanner Group, Inc.

A Few of Our Clients

3© 2005 The Tanner Group, Inc.

Driver #1Typical Operating Budget

Misc.5%

Toll14% Labor

66%

Tech15%

Notes:

• ‘Technology’ includes facilities cost

• ‘Technology’ includes labor to install and program

• Percentages are typical but vary widely within

observed / published data circa 1998 through 2004

4© 2005 The Tanner Group, Inc.

Driver #2Contact Channel Mix (2005)

Web Self Service

35%

Telephone30%

E-mail25%

Other10%

Dr. Jon Anton, Benchmark Portal 7/2004

5© 2005 The Tanner Group, Inc.

Horizontal Expectations

> Technologies adopted by one industry become customer expectations in another

> Aka: vertical bleed

> LandsEnd.com

• Model

• Shop with a friend

• Page pushing> Overstock.com

Email vs. live agent

> McAfee.com Free Chat Free Email Pay for a live agent

6© 2005 The Tanner Group, Inc.

Contact Center Architectures

> Premise Based Traditional PSTN VoIP enabled Multi-media

> ASP (Application Service Provider) Traditional PSTN VoIP enabled Multi-media

> Network Based Traditional PSTN VoIP enabled Multi-media

7© 2005 The Tanner Group, Inc.

VOIP Standards (simplified)

PCMPSTN

G.711VOIP

G.729VOIP

Standard 64 Kb/s 64 Kb/s 8 Kb/s +

Actual w/ security

64 Kb/s 105 Kb/s 46 Kb/s

Security n/a IPSecVPN

IPSecVPN

Newton’s Telecom Dictionary 18th Edition , CMP Books / Network World, 12/08/03 By Edwin Mier, Network World Global Test Alliance

8© 2005 The Tanner Group, Inc.

Mean-Opinion-Score (MOS)ITU-T P.800 Methods for Subjective Determination of Voice Quality

• Scores range from 1 to 5 • Excellent or “Toll” quality: MOS 4.0 or higher

PCM in the PSTN rates a MOS of 4.4

• Good: MOS 3.5 to 3.99• Fair: MOS 3.0 to 3.40• Poor: MOS less than 3.0• Bad: MOS of 1.0

Newton’s Telecom Dictionary 18th Edition , CMP Books / Network World, 12/08/03 By Edwin Mier, Network World Global Test Alliance

9© 2005 The Tanner Group, Inc.

CustomerCustomerPBXPBX

IPSECIPSECVPNVPN

Remote AgentRemote Agent

InternetInternet

MISMIS-stats-stats

-Real time reports-Real time reports-Sys Management-Sys Management

SupervisorSupervisor QualityQualityAssuranceAssurance

Premise Based SolutionPSTNPSTN

DSL/Cable/DSL/Cable/WirelessWireless

10© 2005 The Tanner Group, Inc.

ASPASPACD SwitchACD Switch

DSL/Wireless/DSL/Wireless/CableCable

Remote AgentRemote AgentMISMIS

SupervisorSupervisor

QualityQualityAssuranceAssurance

ASP Solution(Applications Service Provider)

InternetInternet

PSTNPSTN

ASP NetworkASP Network

T1 Private Line /T1 Private Line /Broadband VPNBroadband VPN

11© 2005 The Tanner Group, Inc.

Network-based Solution

Enhanced VoIP NetworkEnhanced VoIP NetworkCall CenterCall Center

Remote Agent / SupervisorRemote Agent / Supervisor/ QA/ QA

InternetInternet

Any phoneAny phone

PC with any type PC with any type of Internet connectionof Internet connection

Local ExchangeLocal ExchangeCarrierCarrier

“In my opinion, this is the future direction for world class multi-media contact centers with multiple sites and/or home agents due its flexibility on-shore or off-shore.”

12© 2005 The Tanner Group, Inc.

Network & ASP Based EnterpriseContact Center Solution

• INBOUND - Skills Based ACD

• UNIVERSAL Q – Voice, Fax, Chat, E-mail

• OUTBOUND – Predictive/Power Dial

• CALL BLENDING

• ADVANCED MGT RPTG – Real Time / Historical

• CALL RECORDING – Flexible Storage

• ADVANCED SELF SERVICE IVR – Voice, Fax, Chat, E-mail

• COMPUTER TELEPHONY INTEGRATION (Data Base / CRM)

• AT-HOME AGENTS

13© 2005 The Tanner Group, Inc.

Security Issues

14© 2005 The Tanner Group, Inc.

> IP Telephony inherits IP Data Network threat models:Reconnaissance, DoS, Host Vulnerability Exploit, Surveillance, Hijacking, Identity Theft, Misuse, etc.

> QoS requirements of IP Telephony increase exposure to DoS attacks that affect: Delay, Jitter, Packet Loss, Bandwidth

> PC endpoints typically require user authentication, phones typically allow any user(exceptions: access/billing codes, Class of Service)

> User Identity Theft in traditional PBX phones carries over to IP Telephony… leads to:

Unauthorized Access and Privileges, Service Theft

> Device Identity Theft – malicious devices on the IP network acting like IP phones… leads to:

Reduced Service Availability, Eavesdropping,Inserting/Deleting/Modifying Audio Streams

Voice and Data Threat Models Merge

Tip of the Hat to Cisco

15© 2005 The Tanner Group, Inc.

Say What?(The Alphabet Soup)

Internet Protocol Suite

Application layer (4) HTTP, SMTP, FTP, SSH, IRC, SNMP …

Transport layer (3) TCP, UDP, SCTP, RTP, DCCP ….

Network layer (2) IPv4, IPv6, ARP, ICMP …

Data link layer (1) Ethernet, 802.11 (Wi-Fi), Token ring, FDDI, Wi-Max ….

Note: One of the best locations for acronym definitions is wikipedia.org

16© 2005 The Tanner Group, Inc.

Intimidating?

> Gizmo’s in our lives Component Stereo vs. Bose TV vs. HDTV Home Theater

17© 2005 The Tanner Group, Inc.

What’s at Home?

> Router (DSL or Cable)

> Firewall> Encryption

3DES AES

> Bandwidth Shaping> Phone Set> Fax> Internet

Corporate Local

> E-911

> Variety of Implementations Soft client Thin Client Appliance Combo

Cisco 831

Mitel 5220

18© 2005 The Tanner Group, Inc.

Secure IP CommunicationsSystems Approach in Action

Infrastructure•VLAN segmentation•Layer 2 protection•Firewall•Intrusion detection•QoS and thresholds•Secure VPN•Wireless security

Applications•Multi-level administration•Toll fraud protection•Secure management•Hardened platforms•h.323 and SIP signaling

Call Management•Hardened Windows OS•Digital certificates•Signed software images•TLS signaling•Integrated CSA

Endpoints•Digital certificates•Authenticated phones•GARP protection•TLS protected signaling•SRTP media encryption•Centralized management

Tip of the Hat to Cisco

19© 2005 The Tanner Group, Inc.

Its Only Getting Better

> Now is the time to invest in your people.> The technology behind Home agents is getting

better and easier to deploy.> Manufacturers are building products even your IT

department can manage.> The market place is driving a typical home agent

cost down below $1,000 (without the computer or chair).

> Now its up to you

20© 2005 The Tanner Group, Inc.

Airing alternatives(Current and emerging options for high-speed wireless.)

Technology Speed Status

UMTS Up to 384 Kbps (burst)

Available

OFDM Up to 1.5 Mbps Available

EV-DO Up to 2.4 Mbps Available

HSDPA Up to 14.4 Mbps In trials

4G Up to 300Mbps In trials

Network World “Wireless Group Studies ‘Super 3G’ standard” 1/10/05

21© 2005 The Tanner Group, Inc.

Thank you!> The Tanner Group, Inc.

> Independent Telecommunications Consultants and Strategists since 1984> www.tannergroup.com

> Todd Tanner> 2818 So. Redwood Road> Salt Lake City,UT 84119> 800-429-8550> todd@tannergrp.com