Your security is of paramount importance to us.  Merchants secures all of its contact centres using industry best practices across all platforms including WAN (Wide-Area Network), LAN (Local Area Network), and EUC (End-User Computing).

Partnership for growth

By working with Merchants, your business will enjoy:

Controlled access to agent workstations and domain based resources, locally and remotely

End-to end network security and robust facilities security features

Centralised monitoring and control

Strict security controls over workstations and servers

Merchants will implement a full Microsoft domain architecture to control access to agent workstations and domain based resources, both locally and remotely. Strict security processes will always be implemented and will include standard practices such as; screen locking, detailed password and audit trail policies as well as desktop access restrictions. All workstations will be domain joined and controlled regardless of use or role. End user protection software protects workstations, while local firewall rules extend perimeter security to a full end-to-end security suite.

Web proxy servers are used to ensure adequate filtering of all websites accessed over the public Internet. Strong default deny with explicit permits ensure that endpoints are able to communicate with explicitly defined and trusted sites only.

Robust network control

Network equipment will be fully locked down, only allowing authoritative parties to administer devices via role-based access control with Remote Dial-In User Service (RADIUS) or Terminal Access Controller Access-Control System (TACACS+) to restrict administration of these devices only from specific remote management workstations. Configuration logging onto secure, encrypted, and access controlled management stations provides continuity guarantees. Quality of service (QoS) end-to-end ensures service delivery of all business applications, and business critical applications are prioritised. Endpoint isolation is achieved using Virtual Local Area Network (VLAN) technologies and rogue devices are prevented using port security standards. 

Firewall clusters will provide intrusion prevention and detection systems features, and deep packet inspections protect site perimeters as well as VLANs. Vulnerability scans and penetration testing will be conducted annually by approved vendors to continually measure Merchants’ safeguards.


Centralised monitoring

Centralised monitoring platforms will ensure that the administration support teams have visibility of technologies using Simple Network Management Protocol (SNMPv3) that also provides an encrypted/secure transmission of monitoring information.

All servers, workstations, network and security equipment logs will be kept for an agreed retention period enabling staff to perform daily audit trail checks. WAN network segregation will be achieved using Multi-protocol Label Switching Virtual Private Network (MPLS VPN) based connectivity, ensuring that a true private network will exist between the client and Merchants. Fully redundant links will provide the highest levels of protection from downtime and enable service levels to be maximised.

Facilities security features include:

Secure biometric access control

CCTV cameras for monitoring and video storage

Best practice sign in register for visitors

Visitors and photo ID and bespoke colour tags

Serialised visitor logs

Physical access controls

Secure telecommunications lines

Confidential waste bins

Lockable lockers/drawers

Clear desk

For more information, please get in touch with us.

Let’s Work Together

If you are looking for a business partner that stands by your side and is more than just an Outsource provider. Contact us to find the best way to work together.

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