Sabio has recently restored contact centre operations to a major healthcare solutions provider following a ransomware attack.
Before Sabio’s intervention, the Fortune 500 company and S&P 500 member could not communicate with its customers and was not able to access essential customer information.
- Cisco to Acquire Networking and Security Startup Isovalent
- Verint Introduces New Security and Compliance Bot
- Cisco Snaps Up Splunk for $28BN in Major Data, Observability, and Security Play
Within eight hours of Sabio receiving the distress call, however, the digital CX transformation company had provided a 100-seat cloud-based contact centre solution powered by the Twilio Flex platform that was capable of supporting multiple European countries, as well as identity management provision, which included multi-factor authentification.
On Sunday, Sabio was contacted by the healthcare company: “Our systems are down after a cyber-incident, and we need to get our contact centre back up immediately.
“Our customers cannot phone us, which is a major problem as all our other systems are down, so we are completely cut off.”
According to Rob Scutchings, Chief Technology Officer at Sabio Group, who shared the story, the healthcare company took immediate action by closing down various systems and contacting Sabio’s external cybersecurity and forensic IT experts.
Fortunately, by Monday morning, customers were able to make contact with the service agents of Sabio’s client once more, which Scrutchings attributes to its “quick action, extensive contact centre knowledge, and the flexibility of the cloud”.
He explains that Sabio has precise playbooks for crisis scenarios, such as this “devastating” ransomware attack, because no organisation is completely safe from cyber-attacks.
Sophos, for example, commissioned a survey of 3000 IT and cybersecurity leaders from organisations across 14 countries.
The research discovered that companies spend on average $1.82 million to recover from ransomware attacks, which does not even include the cost of the ransom.