As businesses adjust to the changing regulations related to Notifiable Data Breach (NDB) in Australia and General Data Protection Regulation (GDPR), coming into effect on May 25 2018, in the European Union (EU). Contact Centres (CC) are working hard to ensure the environment they operate in complies with new regulations.

One of the challenges in the CC is to provide the representative with ample information to fulfil their task, while they are speaking to their customers, without breaching any regulatory requirements. The task for the representative is made difficult when they must work with multiple systems to fulfil the queries from their customers and some of the systems require manual navigation to perform simple tasks and are often not able to access the required information due to access restrictions.

To overcome the daily challenges of usability and security, a software layer can address those challenges. The software layer connects to multiple systems and provides an easy to use graphical user interface which accesses relevant data without compromising security.

Lake Corporation has been providing such software, XCalibur Desktop, since the late 1990’s. The current version interconnects with multiple backend systems via API’s and multi-media communication channels to make the task of the CC representative simple to fulfil. The benefit is the User Experience (UX) being further enhanced by working with a usable application which is also secure. The organisation can therefore be confident they are able to enhance their Customer Experience (CX) and meet the regulatory requirements such as NDB and GDPR.

Pushkar Taneja, Managing Director of Lake Corporation, is a strong advocate of ensuring Lake’s customers operate in a secure cyber environment. Pushkar is available to provide guidance to board members and senior management teams to implement best practices related to Cyber Security.

Contact: Pushkar Taneja

E: Pushkar.taneja@lakecorp.com.au

P: +612 9958 6166

Contact Centre Solutions | Cyber Security Specialist | Unified Communications | Outbound Predictive Dialers

In 2017 there was a significant increase in the number of data breaches and cyber criminal activity. The most notable was the Wannacry exploit and then the disclosure by Uber late in 2017 of their systems which were hacked by cyber criminals. While Uber’s hack was in 2016, the information became public knowledge only in 2017 – and this in a way meant that people who may have had their personal data stolen or exposed to cyber criminals – were unware for almost a year.

To ensure companies maintain sound security practices related to digital information stored in their systems, the governments around the world are taking steps to ensure companies have to disclose when a data breach takes place and potential loss of confidential data of their customers.

In Australia, the Senate passed the Privacy Amendment (Notifiable Data Breaches) Bill 2016. From 22 February 2018, retail businesses with an annual turnover of $3 million or more, or who trade in personal information, will be required to comply with the Notifiable Data Breaches (NDB) scheme.

Under the NDB scheme, these organisations must notify individuals affected by a data breach which is likely to result in serious harm. The Australian Information Commissioner must also be notified.

Failure to comply with the new Data Breach Notification Laws will fall under the Privacy Act’s existing enforcement and civil penalty framework.

Potential Penalties

Data Privacy Monitor also provides specifics into the penalties that can arise from failure to notify affected parties. Penalties for individuals can be up to $360,000 and companies can be fined up to $1.8 million.

Carrying steep fines, the new Data Breach Notification Laws definitely aren’t something to take lightly.

Even one offence could have a crippling effect on a company in terms of financial and reputational damage.

This shows just how serious the Australian government is about improving cyber security and cracking down on data breaches.

Lake Corporation provides Cyber security solutions addressing the core pillars to ensure a robust cyber resilient environment is implemented. The approach is by implementing best practices related to technology, processes and user awareness.

Pushkar Taneja, Managing Director of Lake Corporation, is a strong advocate of ensuring Lake’s customers operate in a secure cyber environment. Pushkar is available to provide guidance to board members and senior management to implement best practices related to Cyber Security.

Contact: Pushkar Taneja

E: Pushkar.taneja@lakecorp.com.au

P: +612 9958 6166

Starting off 2018….

Happy New Year and I hope everyone enjoyed the festive season.

As we start the year and work on our plans for 2018, the issue of vulnerabilities has once again created news globally. Over the past 48 hours announcements from major processor makers Apple, Microsoft and others have advised vulnerabilities which effect processors built since 1995.

There are two separate vulnerabilities and the bugs have been given names – "Meltdown" and "Spectre" (since there are so many cyber related threats one needs to have an identity!).

Below are links to two articles explaining the bugs ...

At Lake we are working with our customers and partners to provide an effective fix, in the meantime if you have any questions or would like to discuss the impact to your systems, please do not hesitate to contact one of our experts at the support centre.

Best regards,

Pushkar Taneja

Managing Director – Lake Corporation

Helping organisations Interact with their customers effectively and providing Cyber Security Solutions

Managing Director – Lake Corporation

Helping organisations Interact with their customers effectively and providing Cyber Security Solutions