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Active Directory Management & Reporting

Case Study - customer contact center services

American Customer Care aims for improved data security; uses ADManager Plus in its PCI Compliance Project

Active-Directory-PCI-Compliance
"Restricting access to customer data is critical for our business. ADManager Plus helps us take control by defining account policies and periodic monitoring"
- Rich Hawley, Senior Network Engineer, American Customer Care, Inc.

American Customer Care Inc., is a premier provider of high quality customer contact center services. Founded in 1986, the company currently operates ten customer contact centers with over 2000 employees, 1800 web-enabled workstations, and 2000 Interactive Voice Response (IVR) ports located throughout Connecticut, Iowa, New York, Pennsylvania, Texas, and Wisconsin.

Business Challenges

Handling sensitive personal information is critical for call center business; and American Customer care was well aware of this rule of thumb. With the growing demand to implement PCI Data Security Standards, American Customer Care decided to implement everything that would protect customer data. The requisites of the PCI Compliance project, included the following items with respect to the organization's Active Directory:

  • Granular reporting on Active Directory objects, especially the users.
  • Periodic monitoring of Active Directory User accounts.
  • Enforcement of account policies to maintain compliance.
  • Make Global changes without having to resort to vb scripting.

American Customer Care decided to employ a software that will help them achieve all the above requirements

Business Solutions

The company's quest for the right AD Software, resulted in the scrutiny of ManageEngine ADManager Plus. ADManager was instrumental in providing the following, and hence assisted ACC immensely in not only safeguarding customer credit card data, but also executing a successful PCI compliance project.

  • A comprehensive reporting bundle with over a 100 reports on various AD objects.
  • The ability to identify/monitor user accounts in AD.
  • Facility to create Account policies and associate users to them.
  • Centralized, web based intuitive UI that eliminates the traditional scripting needs.

Moreover, all the Reports supporting the company's compliance with PCI standards, could be easily generated using ADManager Plus and used during Audits.

Results

American Customer Care is anticipating a possible shift in AD Account Management with the deployment of ADManager Plus. By delegating the task of creating and deleting user login to the HR staff, would not only reduce the IT workload but also keep a check on the stale ex-employee accounts.

American Customer Care firmly believes that ADManager Plus will help reduce the risks and also give their clients peace of mind in terms of data security. The company knows that meeting PCI standards is not only critical for successful call center business but is also the right way to do it. End of day, the success of a business is determined by trust that is earned from clients.

"With the reporting abilities of ADManager Plus, we are sure about our success in the PCI Compliance Project."

Other features

Active Directory Password Management

Reset password and set password propertied from a single web-based console, without compromising on the security of your AD! Delegate your password-reset powers to the helpdesk technicians too!

Terminal Services management

Configure Active Directory Terminal Services attributes from a much simpler interface than AD native tools. Exercise complete control over technicians accessing other domain users' computers.

Active Directory Logon Reports

Monitor logon activities of Active Directory users on your AD environment. Filter out Inactive Users. Reporting on hourly level. Generate reports for true last logon time & recently logged on users.

Microsoft Exchange Management

Create and manage Exchange mailboxes and configure mailbox rights using ADManager Plus's Exchange Management system. Now with support for Microsoft Exchange 2010!!

Active Directory Cleanup

Get rid of the inactive, obsolete and unwanted objects in your Active Directory to make it more secure and efficient...assisted by ADManager Plus's AD Cleanup capabilities.

Active Directory Automation

A complete automation of AD critical tasks such as user provisioning, inactive-user clean up etc. Also lets you sequence and execute follow-up tasks and blends with workflow to offer a brilliant controlled-automation.
 
Customer Speaks
 

"We evaluated ADManager Plus along with several other Active Directory Management and Reporting software. After using it really made life easy for administrators. It is very understandable and fast to learn, I didn't even read the manual."

Bogdan Campeanu, Network Engineer