Security
Building Enterprise Security and Trust into Your Cloud Contact Center
Security is often cited as one of the major concerns in moving to the cloud. LiveOps has the approach which will provide ease of mind when it comes to cloud security. Your customers trust you with their sensitive data: you need a contact center platform you can trust in return. LiveOps platform manages close to one hundred million calls annually, and collects significant volumes of financial and medical data for our enterprise clients in financial services, health care, high tech, insurance and retail industries. Our multi-layered approach to security helps ensure that this data does not fall into the wrong hands.
The LiveOps Multi-Layered Security Strategy
Threats to you—and your customer's—sensitive information and intellectual property come in many forms and from many angles of attack, from hackers to phishers, from physical break-ins to rogue internal threats and you have to be ready for all of them. The LiveOps Cloud Contact Center security strategy implements a five layer approach that meets these threats with a combination of established best-practices and industry-leading innovation.
Physical Security
Data lives in the cloud, but thieves still work on the ground. That's why our offices and data centers use best-of-breed physical security controls to protect sensitive information with five security perimeters, including mantraps with two layers of biometrics; up to 500 surveillance cameras supported by infrared, ultrasonic and photoelectric motion sensors; and 24x7 armed ex-military and law enforcement staff watching over it all.
Network Security
The LiveOps Platform runs on a secure network architecture, which includes multi-layer network firewalls, application layer firewalls, multiple demilitarized zone’s (DMZ’s), access control lists, data integrity systems, and intrusion detection systems. These layers are monitored 24x7 by our Network and Security Operations Center (SOC).
Application Security
Users access the LiveOps Platform in the Cloud via our Secure Sign In feature. Customers can adjust their level of password strength and expiration policies to fit their needs. The platform provides a role-based and IP-based permission systems, giving you fine grained control over who in your organization has to access to specific applications and data. In addition, we offer several unique capabilities to ensure that your customers’ data remains secure. Our Secure Exchange feature, for example, allows callers to securely provide sensitive personal information while ensuring that agents do not hear or have access to that data.
Data Security
We protect your data throughout its lifecycle – from collection to processing to storage. We use FIPS 140 2 level 3 compliant hardware encryption devices, which meets the highest United States federal government standards. In addition, we assign unique encryption keys to each customer, rather than using shared encryption keys between clients. And all external data is transmitted using Secure Sockets Layer (SSL).
Agent-level Security
Whether your customers are talking to the LiveOps Talent in the Cloud distributed workforce or to your own agents, the LiveOps platform ensures those conversations are happening in a secure environment. Every LiveOps independent agent goes through an extensive background check before they can provide services to LiveOps. Work is conducted through secure workspaces. We enforce rigorous desktop computer security standards and perform in-depth antivirus, personal firewall, and compliance checks every time our pool of secure agent's computer's connects to LiveOps.
We provide a sophisticated array of agent security monitoring applications, including real-time eavesdropping, post-call surveys, as well as a half million automated security audits annually, and more. And the award-wining LiveOps Recording application lets you not only capture agent voice records, but also records an agent's complete screen activity—all in the cloud, with no additional software downloads.
Independent Security Audits
Who watches the watchers? The LiveOps Platform is regularly audited by independent third parties and is fully compliant and certified with the 12 security domains of PCI-DSS Level 1 Service Providers. This credit card processing compliance program requires secure data storage and strong policy and compliance measures. Our customers within financial services, health care, insurance, and a many of other industries also regularly test and audit the security of the LiveOps Platform to ensure that it meets or exceeds the security requirements for their industry.
Enterprise Risk Management
LiveOps utilizes extensive Risk Management Tools to evaluate, measure, and track Information Security Operational Risks.
The results from these risk assessment models are detailed and formulated within our LiveOps Risk Assessment Program Model. This risk model is aligned with the 12 domains of the ISO 27002: Risk Assessment and Treatment, Security Policy Organization of Information Security, Asset Management, Human Resources Security, Physical and Environmental Security, Communications and Operations Management, Access Control, Information Systems Acquisition Development and Maintenance, Information Security Incident Management, Business Continuity Management and Compliance.
This encompassing enterprise risk program allows LiveOps to measure against, meet, and then exceed our client security requirements.
Industry Security Certifications and Memberships
At LiveOps, we don't just follow the industry trends: we help set the trend. We contribute to the highest levels of industry security programs and initiatives. LiveOps technical staffs have authored a number of security and risk white papers on enterprise security and cloud. LiveOps also is currently co-chair (together with Citibank) of the Technical Development Committee (TDC) of the BITS Shared Assessments Program, a groundbreaking assessment program for financial institutions to evaluate the security controls of their service providers both in the US and internationally. For more information on the BITS program, visit http://www.bitsinfo.org
LiveOps security staff members currently hold the following key security certifications:
CISA |
ISACA Certified Information Systems Auditor |
 |
|
CCSP |
Cisco Certified Security Professional |
|
|
CISSP |
ISC2 Certified Information and Systems Security Professional |
|
|
CCSI |
Check Point Certified Security Instructor |
|
|
CCSE |
Check Point Certified Security Engineer |
|
|
4011 INFOSEC |
National Security Agency (NSA) Information Security Standard |
