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ICT Insight

Issue 75 2021

Almost every day, the news headlines are littered with stories aboutmajor data breaches that have hit organisations in every industry.
In December 2020, ITWeb reported the findings of research by AtlasVPN which revealed that the number of leaked data records exposedreached 36.1 billion globally in the first three quarters of 2020 − more thandouble the number of records leaked during the entire previous year.

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Experts say the threat landscape is evolving rapidly, and securitystrategies need to evolve too, to become layered in response to today'ssophisticated and complex threats.
That’s why the findings of the NClose/ITWeb survey on outsourcedSecurity operations centres (SOCs) and managed detection and response(MDR) are all the more relevant, particularly when it comes to availabletechnical capability and the maturity of organisations in mobilising SOCs.
We also feature insight on cyber crime prevention from Byron Horn-Botha, lead: Arcserve Southern Africa channel and partnerships, who believes the CEO needsto become involved in making data security a crucial point of discussion in engagement withall stakeholders, including investors, C-suite managers and partners.
In this edition we also share the findings of a survey on the state of analytics within SouthAfrican contact centres, examining if they have the tools and the know-how to analysecustomers' and agents' speech and emotions.
Interestingly, a third of respondents already analyse customer emotion, with 80% seeing aneed to identify and score emotional attributes of customer/employee interactions.

Chris Tredger
Editor

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