Altitude Software. Data Protection Heading 2018

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1 Altitude Software Data Protection Heading 2018

2 How to prevent our Contact Centers from Data Leaks? Why is this a priority for Altitude? How does it affect the Contact Center environment? How does this work? 07/12/2018 3

3 Altitude Today Users of Altitude Solutions Live Installations in 80 Countries People in 12 Offices Worldwide + 90 Partners Delivering and Supporting Altitude Solutions + 50 Awards for Innovation and Results with Customers + 25 Years of a Successful Track Record 4

4 Altitude Global References CRM & BPO Outsourcers Financial & Insurance Telecom & Utilities Healthcare e-government Manufacturing & Retail Transportation & Logistics 5

5 Cyber attacks and their impacts 1 Million New malware threats per day.* 4 to 5 Companies that hired more than 2,500 people were victims of cyber attacks last year.* 5 to 10 Big Data Leaks (thefts, deflections...) took place between 2013 and 2014 * In 2014, the number of cyber attacks against large companies increased 40%* 60% of the targets were small and medium enterprises.* Source: ISTR 20, Symantec Financial Impact Average cost Response time 575 Billion dollars** 15.4 Billion dollars** 200 days** 6

6 Contact Center Protection Information Leaks related to banks and financial institutions occur every day, but just very few of them are public knowledge. 7

7 Certification and Compliance Certification Main components: 1. Install and maintain firewalls configuration 2. Do not use passwords or any default settings in any system 3. Protect all data of the card holder 4. Encrypt transmission of all card holder data in open or public networks 5. Protect against malware and update antivirus systems 6. Ensure security of applications and systems 7. Restrict information access only to those who require it due to business needs 8. Use unique user IDs 9. Restrict physical access to financial and credit card information 10. Test security procedures and systems 11. Establish a common access policy for the staff 12. Monitor all access to cards and user information 8

8 Prevent leak information DLP is a service to protect the contact center s information, avoiding data leaks, fraud, or illicit uses. Average cost for each lost or stolen record. $145 $ The average cost of a Data Leak is around 4 million dollars This value has increased 29% since 2013 $154 is the average cost for each lost or stolen record The chance to end up with a data leak of at least of records is now estimated over a period of 24 months. 9

9 Back Office Infra & Applications Basics Altitude Store Altitude Ecosystem Customization Vertical & Specific Solutions Core New Channels / UX New Tool Sets Experienced Agents Security Privacy, Legal, Compliance Productivity Related Business Partners Altitude services Design, Implementation and operations New incomes / profitability 10

10 How does it work Customer records Cloud Server Contact Center Agent Captures events (Who agreed to which records and when) Captures all records fields Captures the app behavior Events preview Review dashboards Receive alerts Admin 11

11 Security Business Priority Reduce risk and ensure compliance Eliminate the theft of employee and customer identification Ensure privacy and legislation compliance Protect intellectual property Protect against offended employees seeking to distribute stolen information Prevent unintentional information leaks as a result of some error during procedures or systems. Integrated defense strategy: make integration and automation a priority to increase visibility, improve interoperability and reduce detection time to stop attacks. Enable Security Teams to avoid the most harmful attacks. 12

12 Adaptive Defense CLOSING THE GAP OF MALWARE DETECTION

13 What is Panda Adaptive Defense? Features and benefits How does it work? Adaptive Defense 07/12/

14 Traditional Solutions Vs Adaptive Defense Malware Suspects? Work Risk Traditional Solutions En Classified investigación Malware Managed service Adaptive Defense Goodware Risk objective 0 07/12/

15 What do we get with Adaptive Defense? Advanced protection against ransomware such as Cryptolocker, APTs, etc. Classification of all applications to 100% Blockage of everything unfamiliar coming from the outside -> Stop Zero-Day attacks Forensic information including execution graphs Advanced search and reporting (Logtrust) New protection model SERVICE -> Based on the analysis and continuous monitoring of the applications activity. No signature files required CPU usage < 2% Collective Intelligence 07/12/

16 AD + ART Demo Adaptive Defense 07/12/

17 Advanced Reporting Tool Main Benefits Reduce costs & increase ROI Control licenses being used Optimize bandwidth Find unauthorized programs Reduce time spent on reactive actions and forensic activities Search, explore and analyze IT & Security operational conclusions with no need for infrastructure, maintenance or log processing Visibility - Controls whatever happens at the endpoint Software being used Vulnerable applications User behavior Identify anomalies that might be attacks, Data Leaks or misuse of company resources 07/12/

18 Vision: Integrated platform for security, monitoring and management EPP: Endpoint Protection Platform EDR: Endpoint Detection and Response DLP: Data Leak Prevention UEBA: User and Entity Behavior Analytics SIEM: Security Information and Event Management RMM: Remote Monitoring and Management» Security for devices, applications, data and users 08/04/

19 General Data Protection Regulation (GDPR) Adaptive Defense 07/12/

20 What is it? The EU has established new rules for the protection of individuals concerning the processing of personal data and the free circulation of such data. It is the biggest legislative milestone about privacy and data protection in Europe, and incorporates new information regarding the Spanish LOPD. The EU General Data Protection Regulation will increase the individuals privacy and empower regulatory authorities to take action against businesses that violate the new laws. Effective May (Approved April 2016) 07/12/

21 As a Company, how does it apply to me? The definition of personal data is now broader and includes identifiers such as: genetic, mental, cultural, economic and social identity. Obtaining consent to process personal information should be clear and requires an affirmative answer. Transparency and proactivity to inform about data breaches. Processes need to be designed and communicated to take this into consideration. The appointment of a Data Protection Officer (DPO) will be mandatory in all companies that process high volume of personal data, and a good practice for third party. Both Managers and Supervisors will be directly responsible for the personal data security. Controllers must report a data breach to the AEPD within 72 hours after first being aware that the security rules were violated. Large fines up to 4% of annual revenues, or 20 million euros. It raises the level of corporate responsibility, gives citizens greater control over their personal data and establishes a preventive model. 07/12/

22 Adaptive Defense 360 makes compliance easier GDPR IT Operational Impact Panda AD 360 It is mandatory to notify security and data leaks Reporting data breaches in real-time, deleted, accidental disorders or losses, unauthorized disclosures or transmissions. Malware block and disinfection EDR + EPP. 100% classification of all the running processes. Responsibilities of the Data Protection Officer (DPO) Regular and systematic data monitoring on a large scale. Advanced Reporting Tool: All forensic information, visual and dynamic data flow with customizable alerts. Right to forget and Portability rights Improves individual rights, supports new rights (forgetfulness) and data portability throughout the entire distribution. Data Leakage Detection (DLD) Features Machine Learning: automated solution Management of those responsible for handling data Empower those responsible for protection, detection and data maintenance Control of vulnerable and unwanted software. Highly automated solution. 23

23 Business Case Client - Former Karspesky Customer Licences Issue - XP System - AV Solo - Criptolockers Solution - AD - Logtrust Results - ROI - Total Control - Real Protection 07/12/

24 Thank you!

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