Customer Service and Support Software
Customer Service and Support (CSS) Software encompasses a range of tools and platforms designed to facilitate interactions between businesses and their customers. These solutions streamline customer service operations, manage inquiries, track issues, and provide self-service resources. CSS software can be deployed on-premises or as SaaS (Software as a Service) solutions.
Why Organizations Should Know All External Implementations, Third Parties, and Supply Chain for Cybersecurity:
Sensitive Data Exposure: CSS software often handles Personally Identifiable Information (PII), payment details, and confidential customer interactions. Knowing where this data flows through external implementations, third parties, and their supply chains is crucial for data protection and privacy compliance.
Expanded Attack Surface: Each external SaaS-based implementation, third party, and supplier in the supply chain introduces a potential entry point for cyberattacks. Identifying these connections helps assess and mitigate the expanded attack surface, reducing the risk of breaches that could compromise customer data.
Third-Party Risk Management: Third-party vendors and suppliers may have different security standards and practices. Understanding their cybersecurity posture is crucial to managing the risk they introduce to your organization's data and systems. It allows for setting security requirements, monitoring compliance, and addressing vulnerabilities.
Incident Response and Recovery: Knowing all external connections enables a swift and targeted response to a security incident. Organizations can quickly identify affected systems, isolate the breach, and implement recovery measures, minimizing the impact on customer trust and operations.
Supply Chain Vulnerabilities: Cybersecurity threats can originate from direct third parties and deeper within the supply chain. Vulnerabilities in a fourth or fifth-party vendor can still impact the organization, potentially leading to data breaches or disruptions in customer service.
Regulatory Compliance: Various industries have specific regulations regarding customer data protection (e.g., GDPR, HIPAA). Identifying all external implementations and their associated entities ensures that the organization complies with these regulations, avoiding legal penalties and reputational damage.
How ThreatNG Helps Secure Organizations, Third Parties, and Supply Chain:
ThreatNG, as an all-in-one EASM, DRP, and security ratings solution, can enhance the security of CSS software implementations across the organization's ecosystem:
Discovery and Visibility: ThreatNG discovers and maps all externally identifiable SaaS-based CSS implementations, including those used by third parties and suppliers. It provides comprehensive visibility into the entire attack surface.
Risk Assessment and Prioritization: ThreatNG assesses the respective owner of each implementation's security posture, identifying vulnerabilities, misconfigurations, and potential attack vectors. It analyzes configuration settings, user access controls, and data exposure risks. These risks are then prioritized based on their severity.
Continuous Monitoring and Alerting: ThreatNG monitors all discovered implementations for configuration changes, new vulnerabilities, and emerging threats. Real-time alerts notify security teams of any identified risks, enabling immediate action.
Remediation and Mitigation: ThreatNG provides actionable remediation guidance, including specific configuration changes, patching instructions, and best practices. It also facilitates collaboration with third parties to ensure they implement necessary security measures.
Integration with Complementary Solutions: ThreatNG integrates with SIEM, GRC, SSPM, and vulnerability management solutions. This integration allows for comprehensive risk assessment, automated compliance checks, centralized security management, and streamlined vulnerability remediation.
Example Workflow:
ThreatNG Discovery: ThreatNG discovers an unsecured Zendesk instance used by a customer support outsourcing partner.
Risk Assessment: ThreatNG identifies that the owner of the Zendesk instance is extnerally susceptible to many vulnerabilities and risks.
Prioritized Alert: ThreatNG generates a high-priority alert, notifying the organization's security team and the outsourcing partner.
Remediation Collaboration: The organization collaborates with the partner, guided by ThreatNG's recommendations, to strengthen password policies, enable encryption, and implement MFA for the Zendesk instance.
Continuous Monitoring and Assurance: ThreatNG continues monitoring the Zendesk instance, ensuring security measures remain practical and new risks are promptly addressed.
Desired Business Outcomes:
Reduced Attack Surface: ThreatNG identifies and mitigates vulnerabilities in CSS implementations, reducing the risk of data breaches and cyberattacks.
Improved Third-Party Risk Management: ThreatNG ensures third parties and suppliers adhere to security best practices and not introduce undue risks.
Enhanced Compliance: ThreatNG automates risk assessments and tracks remediation, ensuring compliance with data protection regulations.
Strengthened Security Posture: ThreatNG provides a holistic view of the organization's security posture, enabling effective risk management and incident response.
Protected Customer Trust: ThreatNG helps organizations maintain customer trust and brand reputation by safeguarding customer data and ensuring secure CSS operations.
