Most of this security work is done by specialized third-party vendors though and not the major contact center service providers, says Van Doren. "It's a very specialized area, and frankly it's a distraction for the vendors," he says. The Ciscos Avayas and Siemens of the world have bigger fish to fry managing the migration from PBX to next-generation, mobile-first UC systems. They leave security up to customers to pursue with niche providers.
Vendors in the space include Nuance on the voice recognition side while providers like TrustID have caller ID services. Inscoe believes this could all change soon though. If attacks become more frequent and losses for organizations mount, more customers will look for security tools for the contact center and vendors will respond, she predicts.
Network World staff writer Brandon Butler covers cloud computing and social collaboration. He can be reached at BButler@nww.com and found on Twitter at @BButlerNWW.
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