Today's contact centers face a security paradox. The Internet's very openness and ubiquity that is driving new business into the contact center can also be a liability. The Internet was designed to share, not to protect. The ports and portals that welcome customers, mobile users, remote sites, and business partners into the trusted internal network also potentially welcome hackers and others who would misappropriate network resources for personal gain. The purpose of this white paper is to provide seasoned IT professionals with a discussion of the security issues that impact enterprise contact centers as more applications move from the traditional PBX switch to the client-server architecture of converged environments.
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