Contact Centres Highlight ‘Security Breaches’ Biggest Video Call Challenges

Gate-crashers at the party’ – A third of contact centre professionals highlight ‘security breaches’ among their biggest video call challenges
 Firms are also put at risk by phishing emails and use of personal devices for work purposes  

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%.

Security of video calls is, however, just one of a raft of broader security challenges contact centre staff are experiencing in the new ‘work from home’ environment. The two biggest security challenges overall 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 having invested in technology to facilitate working from home, including 41% that 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, while 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.”

“Contact centre 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.”



Enghouse Interactive is a subsidiary of Enghouse, a Canadian publicly traded company (TSX:ENGH), 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.

For additional information about Enghouse Interactive view their Company Profile

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