Released on = May 31, 2007, 5:57 am

Press Release Author = Claudiu Popa

Industry = Computers

Press Release Summary = Toronto, May 31, 2007 /PR/ Privacy compliance, security,
productivity and overall performance are all issues faced by today's
ultra-competitive contact centre industry. After 3 years of research, a Toronto
consulting company has produced the latest insight into the challenges and
opportunities faced by Canadian contact centres.


Press Release Body = Informatica Research, a division of Toronto-based Informatica
Security Corporation has published "30 Contact Management Issues That Impair Growth,
Global Competitiveness and Privacy Compliance". The 'white paper' is available from
the company's Web site and can be downloaded in various formats. To supplement the
research, Informatica is presenting the research findings through industry
associations and is offering, for a limited time a comprehensive in-house executive
management seminar. \"http://www.informaticasecurity.com/whitepapers.html\"

Informatica Research project manager Osvaldo A. Guzman contributed to the study and
has worked with contact centres in diverse industries: "contact centres play an
indispensable role in today's world, but without proper management, we see them
teetering on the brink of disaster, silently suffering from shared challenges and
problems." Mr. Guzman is part of the C2M2 team that works with management to remedy
issues in real-time by working with contact centre staff at all levels, especially
management.

Capability gaps in contact centre management account for the majority of
effectiveness, privacy and security issues. In successful cases, a standard approach
that embraces best practices, project management methodologies, enterprise risk
management and enforced policies contributes to a working environment that reduces
stress, increases productivity, decreases absenteeism.

In cases involving serious compliance, security and confidentiality issues, an
improvement of over 80% was noted over the 6 month period following the adoption of
management and employee education, shared policies, improved monitoring and
effective control implementations. Informatica has taken this considerable knowledge
and incorporated it into its Contact Centre Management Model, dubbed C2M2, now
available to organizations across Canada and abroad.

Informatica founder Claudiu Popa is a security expert with deep expertise in
telecommunications technology and contact centre solutions. His focus is on bringing
C2M2 awareness to call centres that operate globally. "We believe that's where
organizations are seeing the best return on investment from contact centre economies
of scale, unfortunately we are also seeing the biggest opportunity losses,
inefficiencies, security problems and privacy irregularities as organizations
ineffectively manage contact centres around the globe".

"30 Contact Management Issues That Impair Growth, Global Competitiveness and Privacy
Compliance". can be found on the Informatica Web site at:
\"http://www.informaticasecurity.com/contact_centre_solutions/\"

For more information on Informatica's C2M2, contact management security, privacy,
compliance and performance solutions visit the company's Web site (
\"http://www.InformationSecurityCanada.com\" or \"http://www.SecurityandPrivacy.ca\")
or contact info@InformaticaSecurity.com.

ABOUT INFORMATICA SECURITY CORPORATION

Informatica Security is Canada's leading innovator in corporate regulatory
compliance and security awareness training. Founded in 1989 the Toronto-based
information risk consulting firm works with clients to identify and address threats
to information assets, business continuity and compliance. Informatica delivers a
large selection of corporate security courses and seminars, and offers confidential
management consulting.

Informatica specializes in delivering complex security concepts in simple, effective
terms, allowing organizations to rely on every employee as a critical component of
the overall security strategy. Informatica's renowned FlexSecure Verify audits and
assessment framework is the most comprehensive standards-based approach in the
industry, allowing organizations of all sizes to gauge their exposure to threats and
rapidly address prioritized risks. For more information about application security
audits and privacy impact assessments visit www.SecurityAudits.ca, email
info@InformaticaSecurity.com or call 416-431-9012.

CO: Informatica Corporation Information Risk Management
ST: Ontario
IN: HTS





Web Site = http://www.InformationSecurityCanada.com

Contact Details = Informatica Corporation Information Risk Management
Toronto, Ontario
info@informaticasecurity.com