Ransomware: A Top Threat to Contact Centers

In today’s constantly-shifting cybersecurity landscape, it can be difficult to know what threats you need to prioritize. However, if there is one name that you absolutely need to recognize it’s ransomware — the most popular cybercrime tool of 2017 and one of the most dangerous forms of malware on the market.

Last year, ransomware detections increased by almost 90 percent compared to 2016. And there is no sign that it’s slowing down any time soon, as it’s becoming more widely available and easier for amateur hackers to obtain and wield.

But what exactly is ransomware and what can it do to your business?

Simply put, ransomware is a type of malware that allows hackers to seize computer files, lock them and hold them until a fee is paid. Ransomware can hide in many different places, like email attachments, online advertisements and inside of files. It can hide in plain sight, and has been discovered lurking on major websites that you wouldn’t typically expect.

The problem is that once a computer is infected with ransomware, the malware rapidly cascade across a network and infect multiple systems and databases. One hospital in Indiana, for instance, recently had to pay $55,000 dollars in bitcoin to unlock their sensitive patient files after ransomware wound up on its network.

The hospital’s decision to pay ransomware, it should be noted, was controversial. In most cases, businesses are advised not to pay hackers after a ransomware infection. There is no guarantee that hackers will release the file, and in many cases they will walk away with the money and delete the information in the process. However, the hospital saw making a payment as the easiest and fastest means to an end. In their case, the gamble paid off but it cost them a large sum of money.

Most small to medium-sized organizations cannot afford to pay this much money in one swoop. At the same time, it’s just as bad to lose your information forever. Understand, too, that contact centers remain one of the most heavily targeted areas for ransomware. Hackers know that if they can breach a contact center’s defenses, they could easily dive deeper into a network and access a trove of sensitive data that can be sold for top dollar on the black market.

While there is now way to completely avoid a ransomware attack, as it can happen to any organization at any time, you can greatly reduce your risk of ransomware-related complications by outsourcing your customer service to a third party contact center solutions provider.

A contact center solutions provider will be able to offer the agents and infrastructure that is necessary for combating today’s sophisticated cyberthreats.