Tag Archives: Business

Can You Hear Me Now? Staying Connected During a Cybersecurity Incident | Cybersecurity

We all know that communication is important. Anyone who’s ever been married, had a friend, or held a job knows that’s true. While good communication is pretty much universally beneficial, there are times when it’s more so than others. One such time? During a cybersecurity incident.

Incident responders know that communication is paramount. Even a few minutes might mean the difference between closing an issue (thereby minimizing damage) vs. allowing a risky situation to persist longer than it needs to. In fact, communication — both within the team and externally with different groups — is one of the most important tools at the disposal of the response team.

This is obvious within the response team itself. After all, there is a diversity of knowledge, perspective and background on the team, so the more eyes on the data and information you have, the more likely someone will find and highlight pivotal information. It’s also true with external groups.

For example, outside teams can help gather important data to assist in resolution: either technical information about the issue or information about business impacts. Likewise, a clear communication path with decision makers can help “clear the road” when additional budget, access to environments/personnel, or other intervention is required.

What happens when something goes wrong? That is, when communication is impacted during an incident? Things can get hairy very quickly. If you don’t think this is worrisome, consider the past few weeks: two large-scale
disruptions impacting Cloudflare (rendering numerous sites inaccessible) and a
disruption in Slack just occurred. If your team makes use of either cloud-based correspondence tools dependent on Cloudflare (of which there are a few) or Slack itself, the communication challenges are probably still fresh in your mind.

Now imagine that every communication channel you use for normative operations is unavailable. How effective do you think your communication would be under those circumstances?

Alternate Communication Streams

Keep in mind that the middle of an incident is exactly when communications are needed most — but it also is (not coincidentally) the point when they are most likely to be disrupted. A targeted event might render critical resources like email servers or ticketing applications unavailable. A wide-scale malware event might leave the network itself overburdened with traffic (impacting potentially both VoIP and other networked communications), etc.

The point? If you want to be effective, plan ahead for this. Plan for communication failure during an incident just like you would put time into preparedness for the business itself in response to something like a natural disaster. Think through how your incident response team will communicate with other geographic regions, distributed team members, and key resources if an incident should render normal channels nonviable.

In fact, it’s often a good idea to have a few different options for “alternate communication channels” that will allow team members to communicate with each other depending on what is impacted and to what degree.

The specifics of how and what you’ll do will obviously vary depending on the type of organization, your requirements, cultural factors, etc. However, a good way to approach the planning is to think through each of the mechanisms your team uses and come up with at least one backup plan for each.

If your team uses email to communicate, you might investigate external services that are not reliant on internal resources but maintain a reasonable security baseline. For example, you might consider external cloud-based providers like ProtonMail or Hushmail.

If you use VoIP normally, think through whether it makes sense to issue prepaid cellular or satellite phones to team members (or to at least have a few on hand) in the event that voice communications become impacted. In fact, an approach like supplementing voice services with external cellular or satellite in some cases can help provide an alternate network connectivity path at the same time, which could be useful in the event network connectivity is slow or unavailable.

Planning Routes to Resources and Key External Players

The next thing to think through is how responders will gain access to procedures, tools and data in the event of a disruption. For example, if you maintain documented response procedures and put them all on the network where everyone can find them in a pinch, that’s a great start… but what happens if the network is unavailable or the server its stored on is down? If it’s in the cloud, what happens if the cloud provider is impacted by the same problem or otherwise can’t be reached?

Just as you thought through and planned alternatives for how responders need to communicate during an event, so too think through what they’ll need to communicate and how they’ll get to important resources they’ll need.

In the case of documents, this might mean maintaining a printed book somewhere that they can physically access — in the case of software tools, it might mean keeping copies stored on physical media (a USB drive, CD, etc.) that they can get to should they need it. The specifics will vary, but think it through systematically and prepare a backup plan.

Extend this to key external resources and personnel your team members may need access to as well. This is particularly important when it comes to three things: access to key decision-makers, external PR, and legal.

In the first case, there are situations where you might need to bring in an external resources to help support you (for example, law enforcement or forensic specialists). In doing that, waiting for approval from someone who is unavailable because of the outage or otherwise difficult to reach puts the organization at risk.

The approver either needs to be immediately reachable (potentially via an alternate communication pathway as described above) or, barring that, have provided approval in advance (for example, preapproval to spend money up to a given spending threshold) so that you’re not stuck waiting around during an event.

The same is true for external communications. You don’t want to find your key contact points and liaisons (for example to the press) to be MIA when you need them most. Lastly, it is very important to have access to legal counsel, so make sure that your alternative communication strategy includes a mechanism to access internal or external resources should you require their input.

The upshot of it is that the natural human tendency is to overlook the fragility of dependencies unless we examine them systematically. Incident responders need to be able to continue to operate effectively and share information even under challenging conditions.

Putting the time into thinking these things through and coming up with workarounds is important to support these folks in doing their job in the midst of a cybersecurity event.

Ed Moyle is general manager and chief content officer at Prelude Institute. He has been an ECT News Network columnist since 2007. His extensive background in computer security includes experience in forensics, application penetration testing, information security audit and secure solutions development. Ed is co-author of Cryptographic Libraries for Developers and a frequent contributor to the information security industry as author, public speaker and analyst.

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The Building − and Business − Behind 5G Services | IT Infrastructure Advice, Discussion, Community

The allure of 5G is undeniable, but there’s no denying that operators have a long way to go to justify widescale 5G service deployments in the U.S.

The initial deployment and trial plans for 5G services in the U.S. announced late last year and at the Mobile World Congress conference earlier this year grabbed headlines. But an aggressive business and technology plan will be required for operators to truly move the needle in 2019.

What factors go into the rollout of 5G for service providers? And what blanks need to be filled in?


Spectrum: Though U.S. carriers have already spent big on spectrum to support super-fast 5G services, some need more for broader deployment. Verizon and AT&T claim they’re all set, while Sprint and T-Mobile would improve their situation by merging.

Antennas: 5G services are being built using small cell technology because antennas can support many hundreds of devices – and at far higher speeds. Smaller cells are required as 5G uses far higher radio frequencies that cover shorter distances when compared to 4G systems. As a result, expect to see far more – and much smaller – 5G antennas. They can be located as close as 500 feet apart.

A small cell architecture will be used to create centralized radio-access networks, provide fiber to the antenna connections and to handle heavy backhaul.

Also expect macro-network densification, which requires new antennas to help carriers move from 4G to 5G systems.

Wired Network Spending

Wired network infrastructure will need to be ratcheted up significantly to support mobile cellular 5G services.

Carriers need to invest heavily in their wireline infrastructure which means expansion – and increased density – of their fiber broadband networks. But will they be able to justify spending for broadband broadly throughout the U.S.? This raises economic and social issues from the past.

Haves and Have Nots

Network infrastructure spending has always been a far easier sell/justification in densely populated urban areas such as cities. But what of outer areas and sparsely populated rural regions?

It seems certain that some form of incentive(s) will be required in any effort to span the Digital Divide.

From the glass half full folks, wireless carriers will spend to enhance and expand slower speed service in rural regions in tandem with the rollout of 5G services in big cities and other urban areas.

What’s the Plan?

With average revenue per user (ARPU) in continue decline for current wireless services, how can carriers justify big spending for 5G service deployment? The answers could be compensative plans for consumers, combined with pricey 5G phones. Both seem certainties, especially when you consider that though ARPU is decreasing, while data usage is climbing fast.

Phone makers have not released pricing for their 5G phones. Verizon did, however announced prices for its 5G Home offering, which is a wireless broadband Internet service, not a mobile 5G service.

Verizon 5G Home launched in four U.S. cities, it costs a $50 monthly charge (after three months free) for its pre-standard offering for those with a qualifying plan. (Non-Verizon customers will pay $70 a month). The carrier quotes average upload speeds between 300 and 940 megabits per sec. Phone pricing is not yet available.

The Global Challenge

The success of the services will be heavily reliant on national governments and regulators. Most notably, the speed, reach and quality of 5G services will be dependent on governments and regulators supporting timely access to the right amount and type of spectrum, and under the right conditions.

5G needs “a significant amount of new harmonized mobile spectrum. Regulators should aim to make available 80- 100 MHz of contiguous spectrum per operator in prime 5G mid-bands (e.g. 3.5 GHz) and around 1 GHz per operator in millimeter wave bands (i.e. above 24 GHz),” the GSMA report claims.

5G also needs spectrum “within three key frequency ranges to deliver widespread coverage and support all use cases,” added the GSMA report. The three ranges are sub-1 GHz, 1-6 GHz and above 6 GHz.

Outside the U.S., making a business case for 5G rollouts is difficult.  In fact, a survey of 45 telco CTOs released by McKinsey & Co. Cutting through the 5G hype: Survey shows telco’s nuanced views,” reveals that less than 20% have a commercial strategy.

Going Mobile

It appears the data traffic demand needed to help justify mobile 5G deployments exists.

Cisco’s latest VNI Global Mobile Data Traffic Forecast projects large increases in mobile data traffic:

“Although mobile data traffic had historically been a small percentage of overall global IP traffic, mobile data traffic is expected to grow at a 46 percent Compound Annual Growth Rate from 2017 to 2022, two times faster than the growth of global IP fixed traffic during the same period.” By 2022, the Cisco forecast adds, “mobile data traffic will represent 20 percent of global IP traffic.”


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How Enterprises Can Accommodate the Consumer and Business Personae | IT Infrastructure Advice, Discussion, Community

The rapid development of consumer technology has deeply affected the business sector. The iPhone went from an unknown quantity in 2007 to a game-changing, essential communications tool almost overnight. Thanks to the modern smartphone’s introduction, the self-service, app-focused mindset is natural for many consumers.

Most organizations have been slower to embrace tech-focused innovation. Many corporate, non-profit, and government organizations still exchange documents over email instead of using collaborative applications. Purpose-built, legacy applications frequently stand apart from faster-moving solutions like cloud services. When infrastructure and operations employees put on their “business hats,” they often inhabit a different mindset than they do in their day-to-day lives.

The enterprise is thus faced with two distinct personae. The consumer persona values instant communication, swaps apps seamlessly, and demands that companies meet their terms. The business persona, in contrast, is less taken with tech wizardry unless it conforms to security, governance, regulatory, and brand standards. Conflicts arise when these two personae collide. When the business persona confronts the demands of customer-facing teams, the focus on change management, security, and compliance frequently hampers their agility. Upstarts have gained ground on established market leaders because they lack the complications of legacy systems and the protections of well-defined policies and procedures. This tension leads employees to their consumer persona, shopping independently for cloud services and apps and then paying for them with corporate credit cards. The result is shadow IT, which circumvents IT departments and has consumed nearly half of all IT spending.

There are many problems associated with Shadow IT: integration issues, security risk, a lack of disaster recovery capabilities, cloud sprawl, and zombie spending on auto-renewing subscriptions. The business persona has every reason to object. But, that doesn’t mean the consumer persona should be ignored. The speed of the market demands a new suite of tools that bridge the entrenched business mindset and the newer consumer one, both internally and externally. Here are three approaches that can help.

1) Embrace the legacy—and move on

Established enterprises needn’t curse their legacy technology. Longstanding CRM and ERP systems house a wealth of information, which can be used to tailor the customer experience and business operations in ways market newcomers will envy. Problems arise, however, when the enterprise invests too much in maintaining these systems or obsesses over transitioning them to the cloud at the expense of more strategic needs.

Rather than recreating core business applications, many organizations are finding success building in integration points that serve as the “single point of truth” across the enterprise. Fortunately, legacy systems are typically stable. This makes them excellent candidates for outsourcing support, which can free up resources to drive the digital transformation necessary to meet escalating consumer expectations.

2) Meet the needs of the internal consumer

The IT team can counter employees’ consumer impulses with greater responsiveness. Teams want to achieve goals, and if they are routinely rejected by IT when they ask for tools and assistance, they will seek alternatives.

Many enterprises are quashing Shadow IT and enhancing security, governance, and budget control by supplying self-provisioning capabilities. Retail-like technology clearinghouses put various pre-vetted solutions at the fingertips of enterprise teams. The solutions offered can include proprietary and custom-built software, public cloud services, apps, and more. Because the solutions are pre-selected and integrated, and all spending is processed through IT, the business persona is satisfied while the consumer shops at will for the right products for the job at hand.

3) Give the business persona a seat at the agile table

It’s all too easy to complain about the cranky, governance-focused business persona—until there’s a technology meltdown, serious data breach, or other problem that could have been avoided with greater attention to processes and procedures.

For this reason, enterprises are becoming more adept at bringing the business persona to the agile table, like expanding the popular DevOps model to create DevSecOps. Similarly, omnichannel customer service management solutions can help maintain brand standards across customer interaction points.

Just as we are all combining roles in our own lives—finding ways to be professionals, parents, caregivers, hobbyists, and more—enterprises can balance the different facets of their “personalities.” By accommodating both the business demand for order and the grab-and-go consumer mindset under a new paradigm, enterprise IT can more effectively meet the diverse and changing needs of their internal and external customers.

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Telegram Provides Nuclear Option to Erase Sent Messages | Developers

By Jack M. Germain

Mar 26, 2019 5:00 AM PT

Telegram Messaging on Sunday announced a new privacy rights feature that allows user to delete not only their own comments, but also those of all other participants in the message thread on all devices that received the conversation. Although the move is meant to bolster privacy, it’s likely to spark some controversy.

Telegram Provides Nuclear Option to Erase Sent Messages

Telegram, a cloud-based instant messaging and Voice over IP service, is similar to WhatsApp and Facebook Messenger. Telegram Messenger allows users to send free messages by using a WiFi connection or mobile data allowance with optional end-to-end encryption and encrypted local storage for Secret Chats.

Telegram’s new unsend feature does two things. First, it removes the previous 48-hour time limit for removing anything a user wrote from the devices of participants. Second, it lets users delete entire chats from the devices of all participating parties.

Unsend Anything screenshot

– click image to play video –

Telegram also changed a policy regarding how users can or can not forward another’s conversation.

Privacy policies are critical to people who rely heavily on chat communications, noted Paul Bischoff, privacy advocate with

“Many people use chat apps under the assumption that their communications are private, so it is very important that chat apps meet those expectations of privacy,” he told LinuxInsider.

Obviously, if you’re a dissident in an autocratic country that cracks down on free speech, privacy is very important. However, it is also important to everyday people, said Bischoff, for “sending photos of their kids, organizing meetings, and exchanging Netflix passwords,” for example.

Potential Controversy

Telegram’s new unsend feature could stir controversy over the rights of parties to a message conversation. One user’s right to carry out a privacy purge could impact other participants’ rights to engage in discourse.

Regardless of who initiated the chat, any participant can delete some or all of the conversation. Criticisms voiced since the change in the company’s unsend policy suggest that the first participant to unsend effectively can remove control from everyone else. Telegram’s process allows deletion of messages in their entirety — not just the senders’ comments.

The chat history suddenly disappears. No notification indicates the message thread was deleted.

Privacy Treatments

Telegram Messenger, like its competitors, has had an “unsend” feature for the last two years. It allowed users to delete any messages they sent via the app within a 48-hour time limit. However, users could not delete conversations they did not send.

Facebook’s unsend feature differs in that it gives users the ability to recall a sent message — but only within 10 minutes of sending it.

“Telegram doesn’t enable end-to-end encryption by default, but you can get it by using the “Secret Chats” feature,” said Comparitech’s Bischoff.

End-to-end encryption ensures that no one except the intended recipient — not even Telegram — can decrypt messages, he said. WhatsApp and Signal encrypt messages by default.

Telegram has an incredibly strong brand, according to Jamie Cambell, founder of
Go Best VPN. It has a reputation for being the app of the people, since it’s been banned from Russia for not providing the encryption keys to the government.

“Its founder, Pavel Durov, actively seeks to fight censorship and is widely considered the Mark Zuckerberg of Russia,” he told LinuxInsider.

Why the Change?

The new unsend feature gives millions of users complete control of any private conversation they have ever had, according to Telegram. Users can choose to delete any message they sent or received from both sides in any private chat.

“The messages will disappear for both you and the other person — without leaving a trace,” noted the Telegram Team in an online post.

The change was orchestrated “to improve the privacy of the Telegram messaging application,” the post continues. “Its developers upgraded the Unsend feature “to allow users to remotely delete private chat sessions from all devices involved.”

The privacy changes are to protect users, according to the company. Old forgotten messages might be taken out of context and used against them decades later.

For example, a hasty text sent to a girlfriend in school can return to haunt the sender years later “when you decide to run for mayor,” the company suggested.

How It Works

Telegram users can delete any private chat entirely from both their device and the other person’s device with just two taps.

To delete a message from both ends, a user taps on the message and selects the delete button. A message windows then asks the user to select whether to delete just his/her chat messages or those of the other participants as well.

Telegram’s new feature lets users delete messages in one-to-one or group private chats. Selecting the second choice deletes the message everywhere. Selecting the first choice only removes it from the inbox of the user initiating the delete request.

The privacy purge allows users to delete all traces of the conversation, even if the user did not send the original message or begin the thread.

Forwarding Controls Added

Telegram also added an Anonymous Forwarding feature to make privacy more complete. This feature gives users new controls to restrict who can forward their messages, according to Telegram.

When users enable the Anonymous Forwarding setting, their forwarded messages no longer will link back to their account. Instead, the message window will only display an unclickable name in the “from” field.

“This way people you chat with will have no verifiable proof you ever sent them anything,” according to Telegram’s announcement.

Telegram also introduced new message controls in the app’s Privacy and Security settings. A new feature called “Forwarded messages” lets users restrict who can view their profile photos and prevent any forwarded messages from being traced back to their account.

Open Source Prospects

The Telegram application programming interface
is 100 percent open for all developers who want to build applications on the Telegram platform, according to the company.

“Open APIs allow third-party developers to create applications that integrate with Telegram and extend its capabilities,” Bischoff said.

Telegram may be venturing further into open source terrain. The company might release all of the messaging app’s code at some point, suggests a note on its website’s FAQ page. That could bode well for privacy rights enthusiasts.

“Releasing more of the code will have a positive effect on Telegram’s appeal, barring any unforeseen security issues. That allows security auditors to crack open the code to see if Telegram is doing anything unsafe or malicious,” Bischoff added.

Win-Win Proposition

Telegram’s new take on protecting users’ privacy rights is a positive step forward, said attorney David Reischer, CEO of
LegalAdvice.com. It benefits both customers who want more control over how their data and communications are shared and privacy rights advocates who see privacy as an important cornerstone of society.

It is not uncommon for a person to send a message and then later regret it. There also can be legal reasons for a person to want to delete all copies of a previously sent message.

For example, “a person may send a message and then realize, even many months later, that the communication contained confidential information that should not be shared or entered into the public domain,” Reischer told LinuxInsider.

Allowing a person to prevent the communication from being forwarded is also an important advance for consumers who value their privacy, he added. It allows a user to prevent sharing of important confidential communications.

“Privacy rights advocates, such as myself, see these technology features as extremely important because the right to privacy entails that one’s personal communications should have a high standard of protection from public scrutiny,” Reischer said.

Still, there exists a negative effect when private conversations are breached through malicious actors who find an unlawful way to circumvent the privacy features, he cautioned. Ultimately, the trust and confidence on the part of senders could be misplaced if communications turn out to be not-so-private after all.

Privacy Concerns First Priority

Privacy is extremely important to those who use chat communications — at least those who are somewhat tech-savvy, noted Cambell. For Telegram, privacy is the most important feature for users.

Privacy is extremely important to many Americans who want to have private conversations even when the communications are just ordinary in nature, said Reischer. Many people like to know that their thoughts and ideas are to be read only by the intended recipient.

“A conversation taken out of context may appear damnable to others even when the original intent of the message was innocuous,” he said.

Additionally, many professionals of various trades and crafts may not want to share their confidential trade secrets and proprietary information, Reischer added. “Privacy is important to all business people, and there is typically an expectation of privacy in business when communicating with other coworkers, management, legal experts or external third parties.”

Other New Features

Telegram added new features that made the app more efficient to use. For example, the company added a search tool that allows users to find settings quickly. It also shows answers to any Telegram-related questions based on the FAQ.

The company also upgraded GIF and stickers search and appearance on all mobile platforms. Any GIF can be previewed by tapping and holding.

Sticker packs now have icons, which makes selecting the right pack easier. Large GIFs and video messages on Telegram are now streamed. This lets users start watching them without waiting for the download to complete.

VoiceOver and TalkBack support for accessibility features now support gesture-based technologies to give spoken feedback that makes it possible to use Telegram without seeing the screen.

Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open source technologies. He has written numerous reviews of Linux distros and other open source software.
Email Jack.

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Delivering “5 Nines Availability” to Improve Business Outcomes | IT Infrastructure Advice, Discussion, Community

The classic definition of “5 nines” refers to an uptime of greater than 99.999%, or just over five minutes of downtime per year. By contrast, an uptime of 99.9%, or “3 nines” is about 8.7 hours of downtime per year – more than a full business day. Downtime like that can do some real financial damage.

Whether you provide managed services or hosted solutions for customers, or you’re an enterprise performing your own IT operations support, maintaining a high level of service availability is critical and directly affects business outcomes for your organization.

Combining people, processes and tools

Getting this done is not easy. Today’s contact center and unified communications technologies are incredibly powerful – but they are also very complicated. There are a huge number of components: applications, SIP proxy servers, directories, voice gateways, multiservice switches, recording servers and more.

The sheer complexity is overwhelming when it comes to understanding how these components work individually and, more importantly, how they interact with each other. Providing complex services such as unified communications and contact center reliably comes down to the people, processes and tools that make up your delivery model.

Finding a delicate balance between the three is critical. People are the key, but of course, to err is human. Unforced mistakes, forgetfulness and imprecise execution can each cause significant issues leading to downtime. Processes help to alleviate these kinds of shortcomings and maximize the potential of your people by making them more effective and consistent.

Tools, on the other hand, are force-multipliers. They magnify people’s efforts, allowing them to be more efficient, and they can supplement effort by automating certain jobs. You can argue that tools are the key to making people efficient and effective at executing the processes that support them.

Your end goal is always to reduce the downtime. The triad of people, process and tools need to be well tuned and complementary to best meet this goal. It’s not only important to fix problems in seconds, but it’s even more important to get ahead of problems in a predictive and proactive manner if you can.

Essential IT Ops tools

Let’s focus for the moment on the tools. The IT operations management platform and the suite of tools underpinning it must work cohesively and provide certain capabilities. Here are two of the most important ones:

Automated Root Cause Analysis Tools (RCA): With automated RCA, you don’t waste valuable time manually tracking down the root cause of service issues. Instead, automated RCA does it for you. Utilizing built-in intelligence, it analyzes huge amounts of incoming events, detecting patterns and relationships then performing additional analysis from multiple viewpoints – usually based on topological context – that point to the real problem. It then leverages its findings to rapidly pinpoint the root cause of contact center and unified communications service issues. Being able to quickly and accurately pinpoint a root cause is key to maintaining any kind of uptime requirements your business may have.

Artificial Intelligence for IT Operations Tools (AIOps): Originally known as Algorithmic IT Operations, AIOps has come of age in the last decade. Improvements in computing power and storage, the scalability of cloud-based infrastructure, the availability of truly massive data sets and the increasing sophistication of algorithms have all been key factors in facilitating this evolution in IT operations management.

AI-based tools are beginning to transform how infrastructure is managed. They have the ability to recognize critical issues with superior accuracy, resulting in faster remediation of problems. They bring about efficiencies through by employing machine learning on data collected and leveraging automations that drive real-time feedback loops and workflows, and even provide self-healing capabilities when customers dare to let the machine make decisions.

Intelligent systems utilizing trend and threshold-based techniques can drive predictive value when resources are getting maxed out and provide a truly proactive approach to infrastructure management.

How “5 nines” availability improves business outcomes

Those are just two of the many factors that make it possible to achieve a 5 nines availability. But how does this relate to business outcomes?

Minimize downtime and business disruption – Service outages and degradations have a huge business impact – contact center downtime can lead to well over $100,000 an hour in lost revenues. And that’s just the tip of the iceberg – the long-term impact is equally painful. Automated RCA and AIOps capabilities dramatically accelerate service restoration. You spend your time actually fixing the problem rather than investigating it.Raise customer satisfaction and retention: Reduced service downtime translates directly into increased customer satisfaction. By delivering a positive customer experience, you increase customer retention and build trust. Not only does this protect your revenue streams, but for a managed service provider (MSP), it makes it much easier to upsell additional services to your existing customer base. Additionally, it also reduces pricing pressures – customers are less likely to look for lower-cost alternatives when they are highly satisfied with the services you deliver.

Increase win rates: Better service quality is a key competitive differentiator, especially for companies that rely on their mission-critical contact center and unified communications services. By using automated RCA and AIOps techniques, you can deliver superior service and achieve 5 nines availability. Even better, if you’re an MSP, you can back this up by offering more aggressive SLAs during the sales process. This translates into higher win rates, allowing you to command a price premium. And, of course, you can also upsell enhanced SLAs to your existing customer base.

Reduce service delivery costs: Manually diagnosing service issues is expensive. It takes skilled and experienced contact center and unified communications experts – and consumes vast amounts of their time. By optimizing remediation, you can dramatically lower the cost of managing contact center and unified communications infrastructures.

Make sure your contact center, collaboration and unified communications vendor is able to provide proof that they can offer these benefits and deliver “5 nines” (or greater) of service.

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