Research On Call Center System Information Security Risk Assessment

Due to the rapid economic growth, enterprise competition, service awareness andthe rapid popularization of the internet and other factors, call center has become anindispensable information platform of customer service and telephone marketing. Inrecent years, call center industry in the leap in the growth trend, security problems ofthe system has attracted more and more attention, how to evaluate the security statusof information system has become an important task.With the rapid development of IP network, application of intelligent terminal andcustom, multimedia (Email, SMS, FAX, WebChat, Vedio) access to the call centersystem become more and more complex. Evaluation of information security riskassessment method for the system of the host, network and so on, but the call centersystem is the core part of the platform of telephone. In the view of call centermanagers, the biggest risk than the large-scale phone can’t access or loss. Becausetelephone platform consists of PBX, CTI, IVR, TTS, recording system hardware andsoftware system, the risk assessment in general, telephone system as a "black box".Each component of the risk assessment of the impact of telephone platform value, canprovide a reliable basis for building the information security of call center. In view ofthe above problems, this paper proposes to combine the dynamic evaluation model ofMarkov chain, this model is suitable for the access path to call center process as thestarting point of the analysis of the vulnerable component system. The impact of riskto fit the calculated system further improved Markov chain model to assess the value,to determine the degree of risk system, reduces the complexity of the call centersystem of information security risk assessment.Based on the analysis of the information security evaluation model and relatedtechnical documents, information security risk assessment for call center system,research work done as follows:1Improved assembly dynamic assessment method. Through system structureincrease the relationship between components to simplify the complex, riskassessment on the call center system to fit.2Combining with the dynamic evaluation model of Markov chain. Dynamicevaluation method currently only vulnerable component evaluation system, through the transformation of Markov chain to combine the dynamic evaluation results furthercalculates the risk value of fragile components, to solve the problem of originalmethod can not quantify risk.3The dynamic evaluation and re-evaluation of further ideas. The relationshipbetween components as a basis for further analysis due to the influence of componentchange or the network topology changes, the result of the evaluation.4Assessment case. Based on the risk assessment of call center case, combiningthe dynamic evaluation model of Markov chain in a practical system to verify itsfeasibility.