How BPO Teleperformance Deploys Flexible, Granular Security Worldwide

How does the world's largest business process outsourcing company manage its unique security requirements while maintaining productivity for 500,000 employees worldwide?

On a recent episode of CXOTalk, Teleperformance Chief Information Security Officer Jeff Schilling shared how his team uses the Island Enterprise Browser to implement granular security controls across their global workspace – allowing fine-tuned management of employee interactions with both corporate and client environments, as well as enhancing data protection and reducing hardware costs. 

With Island, Teleperformance has balanced robust security measures with employee productivity, making security seamless for users while maintaining high operational efficiency across its global operations​​.

Here are some highlights from his discussion with CXOTalk host, Michael Krigsman:

Granular control equals global risk management

Teleperformance manages call centers and human interactions for 1,400 companies, 850 of which are in the Fortune 1000. Which means that when their team makes security decisions, they’re not just making them for their employees alone.

“My security program isn't just my security program,” says Schilling. “I have a shared risk management program with our 1,400 clients because we have a shared risk environment. We have to ensure that my security program complements our customer security programs.”

Teleperformance needs to balance employee access to various websites and applications, as requested by their clients, with the organization’s need to manage security risks and reduce data leakage. 

For example, an agent might need to watch a YouTube video in order to perform their job. But allowing them to comment on that video could pose a security risk by opening up a pathway for data exfiltration. 

With the Island Enterprise Browser, Schilling and his team can set fine-tuned rules – for example, allowing that agent to watch videos, but not comment. 

“What Island gives us is that tool to manage how our employees interact with our corporate environment as well as our clients' applications and then be able to manage that risk very granularly,” says Schilling.

Compliance is a breeze when data doesn’t budge

Like many other organizations today, Teleperformance grappled with how to protect vast quantities of increasingly complex data across a complex environment.

“We've grown through acquisition. Any company that's grown through acquisition has a lot of IT boundaries out there that you have to work across. And so, one of the other big challenges is having those solutions that allow us to work across those multiple IT environments,” says Schilling.

The company must also meet ever-shifting information security standards across 170 countries – including ISO 27001, ISO 27701, Payment Card Industry Data Security Standard (PCI DSS) – as well as high trust where they deliver healthcare services.

With the Island Enterprise Browser, Teleperformance implements robust data loss prevention (DLP) and digital rights management (DRM) strategies directly within the browser. Sensitive data remains secure and accessible only to authorized personnel, helping Teleperformance maintain compliance with security standards as well as client-specific requirements.

Minimizing VDI reduces IT complexity and costs

The Island Enterprise Browser simplifies remote access for Teleperformance’s 500,000 employees worldwide by reducing its virtual desktop infrastructure (VDI). 

“The browser is our employees' window into not only our corporate environment, but also into our client service delivery environment because many of our clients use a browser-delivered application for agents to work on,” says Schilling.

Given the scale of Teleperformance’s IT environment, Island's remote access capabilities provide a distinct advantage, particularly for key employees who need to access multiple environments. Instead of stacking virtual desktop licenses for a single user, employees now only need one virtual desktop, using Island to seamlessly interact with various environments. Now, key IT professionals and workforce management teams that are centralized in global business services locations can access various environments without needing multiple logins.

Additionally, Island's ability to replace VDI will prolong the life cycle of Teleperformance’s endpoints – posing a dramatic savings for a company of Teleperformance’s size.

“The thing that my CIO likes the best about Island is it allows us to extend some of the CapEx investments that we make on endpoints, because many of our employees are only interacting with the Office environment through the Office productivity tools. All that can be done through Island, so it really drives down the equipment and endpoint needs that an employee has and allows us to stretch out that CapEx spend,” says Schilling.

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To learn all the ways Teleperformance uses the Island Enterprise Browser to secure its global workforce and modernize its infrastructure, catch the full episode of CXOTalk.

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