Security breaches are among contact centre professional’s biggest video call challenges

Security, Cyber Security, Security breaches are among contact centre professional's biggest video call challenges

Firms are also put at risk by phishing emails and the use of personal devices for work purposes according to new research from Enghouse Interactive.

Over a third (34%) of contact centre professionals, polled for a new survey commissioned by Enghouse Interactive, highlighted ‘security breaches’ (i.e. anonymous people entering meetings uninvited) as one of the biggest challenges their organisation faces when using video calls. This is second only to ‘applications crashing/freezing’, as referenced by 37%.

However, the security of video calls is just one of a raft of broader security challenges contact centre staff are experiencing in the new ‘work from home’ environment. Overall, the two biggest security challenges that contact centre professionals identified for their team when working remotely were ’employees accidentally opening phishing emails’ (31%) and ‘employees using personal devices to store work material’ (also 31%).

Despite 98% of organisations invested in technology to facilitate working from home, including 41% spent on new software and 40% on new headsets, IT problems persist. In fact, 31% highlighted ‘poor connectivity of broadband’ among the biggest technology challenges their staff experience when dealing with customers from home. In comparison, 29% cited ‘slowness in accessing information needed for customer query resolution’. That’s a big issue both for agents and customers.

Jeremy Payne, Group VP, Marketing and Alliances, Enghouse Interactive, said: “Issues of stress and poor mental health are likely to be exacerbated by the inevitable technical issues that can stem from keeping technology up and running when working from home. Agents working from home and using cloud may find that the drag and lag of having multiple windows open to access key information to help customers could slow query resolution.”


About Enghouse Interactive

Enghouse Interactive is a subsidiary of Enghouse, a Canadian publicly-traded company, which provides enterprise software solutions focusing on remote work, visual computing and communications for next-generation software-defined networks. The Company’s two-pronged growth strategy focuses on internal growth and acquisitions, which, to date, have been funded through operating cash flows. The Company is well capitalized, has nominal long-term debt and is organized around two business segments: the Interactive Management Group and the Asset Management Group.

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Security, Cyber Security, Security breaches are among contact centre professional's biggest video call challenges

Luke Conrad

Technology & Marketing Enthusiast