Cisco Cisco Email Security Appliance C390 Information Guide
EXECUTIVE SUMMARY
Company:
Sitel
Industry:
Business Process Outsourcing
Location:
Nashville, Tennessee, USA
Employees:
56,000
Business Challenge
• Develop solid network failover
• Simplify management capabilities and
• Simplify management capabilities and
interfaces for client transparency
• Secure networks to help ensure customers
are PCI-compliant
Security Solution
• Cisco ASA 5585-X Next-Generation Firewall
• Cisco Identity Services Engine
• Cloud Web Security
• Cisco Identity Services Engine
• Cloud Web Security
Business Results
• No noticeable downtime when voice network
failover occurs
• Flexible, scalable web security
• Quickly and easily segment agents’
• Quickly and easily segment agents’
connection into client data centers
Business Challenge
Sitel is one of the world’s largest providers of customer care outsourcing services.
With services delivered in 40 languages in more than 110 locations across 23
countries, Sitel delivers live, engaged customer care services customized to the
specific needs of the individual companies they serve.
With services delivered in 40 languages in more than 110 locations across 23
countries, Sitel delivers live, engaged customer care services customized to the
specific needs of the individual companies they serve.
Connecting to customers via both inbound and outbound channels, over voice,
chat, email, social media and other pathways, Sitel helps its clients’ customers with
technical issues, account updates, and sales and marketing engagements. “Any
type of interaction that our customers would have with their customers, we manage
on their behalf,” says Andrew Kokes, vice president of product marketing at Sitel.
chat, email, social media and other pathways, Sitel helps its clients’ customers with
technical issues, account updates, and sales and marketing engagements. “Any
type of interaction that our customers would have with their customers, we manage
on their behalf,” says Andrew Kokes, vice president of product marketing at Sitel.
With 56,000 global employees, Sitel’s network is unique, because Sitel employees
are running software applications that reside within their clients’ data centers. “Think
of us like an Internet provider. We pass traffic across the network just like an ISP, so
that when our agents pick up the phone in Florida or Manila or Panama City, they
hear the customer calling into our clients’ organizations and can access the clients’
applications in
are running software applications that reside within their clients’ data centers. “Think
of us like an Internet provider. We pass traffic across the network just like an ISP, so
that when our agents pick up the phone in Florida or Manila or Panama City, they
hear the customer calling into our clients’ organizations and can access the clients’
applications in
their data centers,” says Kokes.
This configuration requires extreme security. Sitel must wall off the Internet and
vendor connections, as well as segment agents at each of its 110-plus locations.
In addition, Sitel’s customers’ business calling cycles can fluctuate dramatically due
to seasonality or other factors. Call volumes or customer interactions can spike up,
then drop back down, only to rise again.
vendor connections, as well as segment agents at each of its 110-plus locations.
In addition, Sitel’s customers’ business calling cycles can fluctuate dramatically due
to seasonality or other factors. Call volumes or customer interactions can spike up,
then drop back down, only to rise again.
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