Was ist das eigentlich? Cyberrisiken verständlich erklärt

Es wird viel über Cyberrisiken gesprochen. Oftmals fehlt aber das grundsätzliche Verständnis, was Cyberrisiken überhaupt sind. Ohne diese zu verstehen, lässt sich aber auch kein Versicherungsschutz gestalten.

Beinahe alle Aktivitäten des täglichen Lebens können heute über das Internet abgewickelt werden. Online-Shopping und Online-Banking sind im Alltag angekommen. Diese Entwicklung trifft längst nicht nur auf Privatleute, sondern auch auf Firmen zu. Das Schlagwort Industrie 4.0 verheißt bereits eine zunehmende Vernetzung diverser geschäftlicher Vorgänge über das Internet.

Anbieter von Cyberversicherungen für kleinere und mittelständische Unternehmen (KMU) haben Versicherungen die Erfahrung gemacht, dass trotz dieser eindeutigen Entwicklung Cyberrisiken immer noch unterschätzt werden, da sie als etwas Abstraktes wahrgenommen werden. Für KMU kann dies ein gefährlicher Trugschluss sein, da gerade hier Cyberattacken existenzbedrohende Ausmaße annehmen können. So wird noch häufig gefragt, was Cyberrisiken eigentlich sind. Diese Frage ist mehr als verständlich, denn ohne (Cyber-)Risiken bestünde auch kein Bedarf für eine (Cyber-)Versicherung.

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Avaya Business Phone System Review and Prices

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Avaya helps businesses in the Middle East enhance customer service in a multimedia world

Avaya, a global provider of business communications and collaboration solutions and services, today announced new contact centre products that address the challenges businesses face in delivering superior customer sales and service experiences in a multimedia world. The new products help Strengthen both agent-assisted and automated service to drive more personalised and seamless customer experiences across an array of media channels – including social media.

Forty percent of consumers now prefer alternate methods of contact (i.e. email, chat, text) for customer service. Avaya’s new contact centre applications address this trend by enhancing service across many modes of communication. They assemble customer context (history, account number etc.) and match it quickly with the right agent in a

real-time collaborative session. This reduces the need for customers to repeat information and increases first contact resolution, driving competitively-differentiated service through improved customer satisfaction and revenue. The products joining the Avaya Aura Contact Center Suite are:

Avaya Aura Contact Center 6.2

This multimedia assisted care application enables businesses to solve customer issues by bringing all key parties along with customer information into a session. New advancements include:

Collaboration with experts is simplified through integration with Avaya Session Manager. When a customer contact arrives, the agent’s portal displays the appropriate experts and their presence. Managers can also create custom views or large groups of experts based on available times and skills.

Social media can be integrated into the agent desktop, making it easier for agents to communicate with customers by automatically capturing and responding to relevant tweets and Facebook updates. This is achieved through integration with Avaya Social Media Manager and new consulting services: enabling a single view of all social media interactions without requiring a separate interface.

Scalability improves with support of up to 90,000 agents in a single virtual network, due to new integration with Avaya Aura Communication Manager.

Avaya Aura Experience Portal

Avaya optimises its automated services platform for multimedia inbound and outbound interactions, enabling more efficient use of automation to enhance customer experiences. New advancements include:

Improved customer experiences through integration with Avaya Aura Contact Center. This enables seamless hand-offs of customers and their context from self-service sessions to live or automated agents, eliminating the frustration of customers repeating data already captured in self-service.

More cost-effective self-service through Experience Portal’s ability to be deployed in a virtualised environment, which converts a single server into multiple virtual servers. This reduces a business’ hardware footprint, lowering the capital and operational expenses of self-service.

Faster application development for self-service is driven by the new Avaya Orchestration Designer, which enables the creation of multimedia self-service applications using existing Web applications. It includes new development tools to address hand-offs from self service to assisted care – a critical element for maintaining positive customer experiences. 

Both products also Strengthen investment protection. Avaya Aura Contact Center 6.2’s multimedia capabilities are now unified with Avaya’s automatic call distribution application, Avaya Aura Call Center Elite, enabling unified desktop, reporting and administration. Avaya Experience Portal software and tools unify migration of open standards-based applications from Avaya Interactive Response, Avaya Media Processing Server and prior releases of Avaya Voice Portal.  

In addition to Avaya Aura Contact Centre 6.2 but with the ability to integrate seamlessly with it, Avaya is announcing Avaya Social Media Manager, a solution that scans large amounts of social media content (such as tweets and Facebook updates) in an automated fashion, analyses the content for relevance and then enables customer service agents to take action. It can be used to enhance agent and customer experiences, Strengthen branding and increase revenue streams via social media-driven customer service. 

Social Media Enhancements for Customer Service

Providing better customer service is the #1 benefit that businesses seek to gain from social media customer support, followed by driving more sales. As well as the integration of Avaya Social Media Manager with Avaya Aura Contact Centre 6.2, Avaya today announces:

Social Media Consulting Services

These new services help businesses define social media objectives for customer service and effectively integrate a social media channel using Avaya Social Media Manager. The services follow a consistent methodology – which includes a Social Assessment, Strategy Development, Roadmap Creation and Adoption Plan – that guides businesses through a customer service evolution using social media. 

More Details on Avaya Social Media Manager

Avaya Social Media Manager enables companies to treat social media just like any other multimedia channel, along with specialised capabilities to more effectively use the large amounts of content found in social media forums. Key capabilities include:

Automatic monitoring of customer feedback using key words or phrases set by a business. This helps agents avoid a ‘tweet deluge’ so they only receive the social media messages requiring attention.

Sentiment tracking by assigning a score to social media communication such as tweets (i.e. higher positive number = more positive sentiment). This can identify trends in real-time, and which users are driving them to enable immediate, relevant responses.

Suggested responses can be provided to employees handling social media-driven customer inquiries, taking subject and customer history into account, while still enabling the agent to personalise the interaction and engage in dialogue with customers over social media.

Mohammed Areff, Managing Director – Gulf and Pakistan, Avaya, “Today’s consumer interactions travel across many more communications modes – email, text, video and now social media. As these multimedia requirements evolve into ‘transmedia’ needs – characterised by the seamless transfer of information across all kinds of communications – companies must effectively integrate all of these modes for consistency. Avaya addresses this with products driving high-quality customer experiences across various media, turning those experiences into competitive assets.” 

Drew Kraus, research vice president, Gartner, “Ensuring quality customer service across multimedia channels increasingly means the creation of sessions that not only bring together customers, agents and experts in a fast, efficient way, but also retain a customer’s context. The use of this approach to serve the heightened expectations of consumers is a differentiator for leading businesses.” 

Avaya Online Event Information

Today, Avaya is holding an online customer event at 11 am EST to discuss key elements of today’s launch, along with strategies for customer service success. To register, visit here. 

Other Facts

55% of consumers said that in 1 to 2 years, email is what they will use regularly to reach customer service centres—compared to 15% who said email is their most often used method today.18% said web chat will be their preferred regularly-used contact method in 1 to 2 years, vs. 2 percent today. 

Tags: Contact centre, call centre, customer service, unified communications, CRM

Customer Experience Management Market Poised for Remarkable Growth, projected to Hit US$ 32.1 billion by 2032 | Persistence Market Research

New York, July 17, 2023 (GLOBE NEWSWIRE) -- The market for customer experience management is anticipated to be valued US$ 10.7 billion in 2022 and US$ 32.1 billion by 2032. Previously, the market increased at a quicker CAGR of 12.2% (2015-2021), reaching $9.5 billion in 2021.

Customer Experience Management (CEM) is a strategic approach that focuses on delivering a positive and engaging experience to customers at every touchpoint throughout their journey with a company. It encompasses various processes, technologies, and strategies that aim to understand, measure, and enhance customer satisfaction, loyalty, and advocacy. The Customer Experience Management market has been witnessing significant growth in latest years, driven by the increasing importance placed on customer-centricity and the rising demand for personalized and seamless experiences across industries.

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Market Overview

The Customer Experience Management market refers to the collection of software, services, and solutions designed to manage, analyze, and Strengthen customer interactions and experiences across various channels and touchpoints. It includes customer feedback management, journey mapping, data analytics, voice of the customer (VoC) programs, customer segmentation, and personalization tools.

Market Segmentation

The Customer Experience Management market can be segmented based on the following factors:

  • By Component: Solutions (Software, Services) and Services (Professional Services, Managed Services)
  • By Touchpoint: Web, Mobile, Social Media, Email, Call Center, In-store, and Others
  • By Deployment Mode: On-premises and Cloud-based
  • By Organization Size: Small and Medium-sized Enterprises (SMEs) and Large Enterprises
  • By Industry Vertical: Retail, BFSI, Healthcare, IT and Telecom, Travel and Hospitality, Automotive, and Others
  • Market Dynamics

    Market Drivers

    Increasing customer expectations: Customers today expect personalized, seamless, and consistent experiences across all touchpoints, driving the demand for advanced CEM solutions.

    Growing adoption of digital channels: The proliferation of digital channels such as mobile and social media has created new opportunities and challenges for businesses to engage with customers effectively.

    Focus on customer-centricity: Organizations across industries are recognizing the importance of customer-centricity as a key differentiator and competitive advantage.

    Need for customer data insights: Businesses are leveraging CEM solutions to gather and analyze customer data to gain actionable insights for better decision-making and targeted marketing campaigns.

    If You want to Purchase Specific Insights By Segment/Region/Competitor, Request For Customization@ https://www.persistencemarketresearch.com/request-customization/33042

    Market Restraints

    Data privacy and security concerns: The collection and storage of customer data raise concerns about data privacy and security, which can hinder the adoption of CEM solutions.

    Complex integration and implementation: Implementing CEM solutions often involves integrating multiple systems and platforms, which can be challenging and time-consuming.

    Lack of skilled professionals: There is a shortage of skilled professionals with expertise in CEM technologies and strategies, limiting the adoption and effective utilization of CEM solutions.

    Regional Analysis

    The Customer Experience Management market can be analyzed across key regions, including North America, Europe, Asia Pacific, Latin America, and Middle East & Africa. North America is expected to dominate the market due to the presence of major CEM solution providers and early adoption of advanced technologies.

    Competitive Landscape

    The Customer Experience Management market is highly competitive and fragmented, with numerous vendors offering a wide range of CEM solutions. Key players in the market include IBM, SAP, ORACLE, AVAYA, OPENTEXT, ADOBE, VERINT SYSTEMS, TERADATA, TECH MAHINDRA, NOKIA. These companies are focusing on strategic partnerships, acquisitions, and product innovations to gain a competitive edge in the market.

    Recent Developments

  • Adobe announced in June 2023 that it has made significant enhancements to its Adobe Experience Cloud, including the availability of Adobe Product Analytics for enterprise customers. The company also announced new features for Adobe Experience Manager, Adobe Mix Modeler, Adobe Journey Optimizer, and Adobe Real-Time Customer Data Platform.
  • Avaya announced in June 2023 that it has rebranded its professional services division as Avaya Customer Experience Services (ACES). The new division will focus on helping customers Strengthen their customer experience across all channels.
  • Q-nomy launched Cubu in March 2023. Cubu is a customer journey management solution that combines customer flow management, appointment scheduling, and customer interaction management in one integrated solution.
  • ResultsCX expanded its geographic presence in the U.K. and Europe in October 2022. The company acquired a Bulgarian CXM provider to establish its European headquarters in London.
  • SAP acquired Emarsys in November 2020 to integrate the company's customer experience solutions into its own portfolio.
  • If You Want To Know The Business Opportunity/Market Value, Purchase The Premium Insight @ https://www.persistencemarketresearch.com/checkout/33042

     Future Outlook

    The Customer Experience Management market is expected to witness substantial growth in the coming years, driven by the increasing focus on customer-centricity and the rising demand for personalized experiences. Advancements in technologies such as artificial intelligence (AI), machine learning (ML), and predictive analytics will further enhance the capabilities of CEM solutions, enabling organizations to deliver exceptional customer experiences. However, challenges such as data privacy concerns and the shortage of skilled professionals need to be addressed to ensure the successful adoption and implementation of CEM strategies.

    Latest Top Reports:

    About Persistence Market Research:

    Business intelligence is the foundation of every business model employed by Persistence Market Research. Multi-dimensional sources are being put to work, which include big data, customer experience analytics, and real-time data collection. Thus, working on "micros" by Persistence Market Research helps companies overcome their "macro" business challenges.

    Persistence Market Research is always way ahead of its time. In other words, it tables market solutions by stepping into the companies'/clients' shoes much before they themselves have a sneak pick into the market. The pro-active approach followed by experts at Persistence Market Research helps companies/clients lay their hands on techno-commercial insights beforehand, so that the subsequent course of action could be simplified on their part.

    Contact Rajendra Singh  Persistence Market Research  U.S. Sales Office: 305 Broadway, 7th Floor New York City, NY 10007 +1-646-568-7751 United States USA - Canada Toll-Free: 800-961-0353 Email: sales@persistencemarketresearch.com

    © 2023 Benzinga.com. Benzinga does not provide investment advice. All rights reserved.


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    Warum sind Cyberrisiken so schwer greifbar?

    Als mehr oder weniger neuartiges Phänomen stellen Cyberrisiken Unternehmen und Versicherer vor besondere Herausforderungen. Nicht nur die neuen Schadenszenarien sind abstrakter oder noch nicht bekannt. Häufig sind immaterielle Werte durch Cyberrisiken in Gefahr. Diese wertvollen Vermögensgegenstände sind schwer bewertbar.

    Obwohl die Gefahr durchaus wahrgenommen wird, unterschätzen viele Firmen ihr eigenes Risiko. Dies liegt unter anderem auch an den Veröffentlichungen zu Cyberrisiken. In der Presse finden sich unzählige Berichte von Cyberattacken auf namhafte und große Unternehmen. Den Weg in die Presse finden eben nur die spektakulären Fälle. Die dort genannten Schadenszenarien werden dann für das eigene Unternehmen als unrealistisch eingestuft. Die für die KMU nicht minder gefährlichen Cyber­attacken werden nur selten publiziert.

    Aufgrund der fehlenden öffentlichen Meldungen von Sicherheitsvorfällen an Sicherheitsbehörden und wegen der fehlenden Presseberichte fällt es schwer, Fakten und Zahlen zur Risikolage zu erheben. Aber ohne diese Grundlage fällt es schwer, in entsprechende Sicherheitsmaßnahmen zu investieren.

    Erklärungsleitfaden anhand eines Ursache-Wirkungs-Modells

    Häufig nähert man sich dem Thema Cyberrisiko anlass- oder eventbezogen, also wenn sich neue Schaden­szenarien wie die weltweite WannaCry-Attacke entwickeln. Häufig wird auch akteursgebunden beleuchtet, wer Angreifer oder Opfer sein kann. Dadurch begrenzt man sich bei dem Thema häufig zu sehr nur auf die Cyberkriminalität. Um dem Thema Cyberrisiko jedoch gerecht zu werden, müssen auch weitere Ursachen hinzugezogen werden.

    Mit einer Kategorisierung kann das Thema ganzheitlich und nachvollziehbar strukturiert werden. Ebenso hilft eine solche Kategorisierung dabei, eine Abgrenzung vorzunehmen, für welche Gefahren Versicherungsschutz über eine etwaige Cyberversicherung besteht und für welche nicht.

    Die Ursachen sind dabei die Risiken, während finanzielle bzw. nicht finanzielle Verluste die Wirkungen sind. Cyberrisiken werden demnach in zwei Hauptursachen eingeteilt. Auf der einen Seite sind die nicht kriminellen Ursachen und auf der anderen Seite die kriminellen Ursachen zu nennen. Beide Ursachen können dabei in drei Untergruppen unterteilt werden.

    Nicht kriminelle Ursachen

    Höhere Gewalt

    Häufig hat man bei dem Thema Cyberrisiko nur die kriminellen Ursachen vor Augen. Aber auch höhere Gewalt kann zu einem empfindlichen Datenverlust führen oder zumindest die Verfügbarkeit von Daten einschränken, indem Rechenzentren durch Naturkatastrophen wie beispielsweise Überschwemmungen oder Erdbeben zerstört werden. Ebenso sind Stromausfälle denkbar.

    Menschliches Versagen/Fehlverhalten

    Als Cyberrisiken sind auch unbeabsichtigtes und menschliches Fehlverhalten denkbar. Hierunter könnte das versehentliche Veröffentlichen von sensiblen Informationen fallen. Möglich sind eine falsche Adressierung, Wahl einer falschen Faxnummer oder das Hochladen sensibler Daten auf einen öffentlichen Bereich der Homepage.

    Technisches Versagen

    Auch Hardwaredefekte können zu einem herben Datenverlust führen. Neben einem Überhitzen von Rechnern sind Kurzschlüsse in Systemtechnik oder sogenannte Headcrashes von Festplatten denkbare Szenarien.

    Kriminelle Ursachen


    Hackerangriffe oder Cyberattacken sind in der Regel die Szenarien, die die Presse dominieren. Häufig wird von spektakulären Datendiebstählen auf große Firmen oder von weltweiten Angriffen mit sogenannten Kryptotrojanern berichtet. Opfer kann am Ende aber jeder werden. Ziele, Methoden und auch das Interesse sind vielfältig. Neben dem finanziellen Interesse können Hackerangriffe auch zur Spionage oder Sabotage eingesetzt werden. Mögliche Hackermethoden sind unter anderem: Social Engineering, Trojaner, DoS-Attacken oder Viren.

    Physischer Angriff

    Die Zielsetzung eines physischen Angriffs ist ähnlich dem eines Hacker­angriffs. Dabei wird nicht auf die Tools eines Hackerangriffs zurückgegriffen, sondern durch das physische Eindringen in Unternehmensgebäude das Ziel erreicht. Häufig sind es Mitarbeiter, die vertrauliche Informationen stehlen, da sie bereits den notwendigen Zugang zu den Daten besitzen.


    Obwohl die Erpressung aufgrund der eingesetzten Methoden auch als Hacker­angriff gewertet werden könnte, ergibt eine Differenzierung Sinn. Erpressungsfälle durch Kryptotrojaner sind eines der häufigsten Schadenszenarien für kleinere und mittelständische Unternehmen. Außerdem sind auch Erpressungsfälle denkbar, bei denen sensible Daten gestohlen wurden und ein Lösegeld gefordert wird, damit sie nicht veröffentlicht oder weiterverkauft werden.

    Ihre Cyberversicherung sollte zumindet folgende Schäden abdecken:


    • Soforthilfe und Forensik-Kosten (Kosten der Ursachenermittlung, Benachrichtigungskosten und Callcenter-Leistung)
    • Krisenkommunikation / PR-Maßnahmen
    • Systemverbesserungen nach einer Cyber-Attacke
    • Aufwendungen vor Eintritt des Versicherungsfalls

    Cyber-Drittschäden (Haftpflicht):

    • Befriedigung oder Abwehr von Ansprüchen Dritter
    • Rechtswidrige elektronische Kommunikation
    • Ansprüche der E-Payment-Serviceprovider
    • Vertragsstrafe wegen der Verletzung von Geheimhaltungspflichten und Datenschutzvereinbarungen
    • Vertragliche Schadenersatzansprüche
    • Vertragliche Haftpflicht bei Datenverarbeitung durch Dritte
    • Rechtsverteidigungskosten


    • Betriebsunterbrechung
    • Betriebsunterbrechung durch Ausfall von Dienstleister (optional)
    • Mehrkosten
    • Wiederherstellung von Daten (auch Entfernen der Schadsoftware)
    • Cyber-Diebstahl: elektronischer Zahlungsverkehr, fehlerhafter Versand von Waren, Telefon-Mehrkosten/erhöhte Nutzungsentgelte
    • Cyber-Erpressung
    • Entschädigung mit Strafcharakter/Bußgeld
    • Ersatz-IT-Hardware
    • Cyber-Betrug