Home office:

New challenges for enterprises,

new business opportunities for
Communication Service Providers

1
“The pandemic may
change the world of work forever“ (BBC)

From the employee perspective, the majority never want to

go back to the old way of working. Only 12% want to return
to full-time office work, and 72% want a hybrid remote-office
model moving forward.
Stewart Butterfield
CEO and co-founder, Slack

“An immersive workspace is no longer limited to a desk in

our Towers; the 9-to-5 workday is dead; and the employee
experience is about more than ping-pong tables and snacks.

Brent Hyder
President & Chief People Officer, Salesforce

2
The new normal will be a
hybrid home office model

Global breakdown of working location preferences

Global U.S. UK Japan France Australia Germany

Hybrid 72% 72% 72% 65% 74% 72% 77%

(Home and one
or more other
locations)

Home only 13% 16% 15% 8% 11% 14% 10%

Office only 12% 11% 8% 13% 14% 13% 13%

Source : Market research firm GlobalWebIndex for Slack to survey more than 9,000 knowledge workers across six countries
about their experience in 2020

The hybrid home office model is a

long-term trend

For more than 2/3 of the employees it Percentage of workforce who are
was the first experience of teleworking primarily remote workers

Prior to COVID In two years w/o COVID Two years from today

81% to 100% 2% 8% 5%

61% to 80% 4% 14% 20%

41% to 60% 11% 20% 40%

21% to 40% 26% 30% 24%

1% to 20% 52% 25% 8%

0% 5% 2% 1%

Average: 22% 32% 42%

Base: 320 IT security and operations professionals in NA,EU, or APAC

Note: Percentages may note total 100 because of rounding.
Source: A commissioned study conducted by Forrested Consulting on behalf of BeyondTrust, June 2020

3
Being connected is the
main concern of employees

What are the first key challenges for the employees?*

All are related to the connectivity and the communication

1 Unstable Wi-Fi or internet access

2. Maintaining and building working

relationships with colleagues

3. Staying focused and avoiding

distractions

4. Feelings of loneliness or
isolation

5. Keeping up with what others

are working on

*Source : Market research firm GlobalWebIndex for Slack to survey more than 9,000 knowledge workers across six countries about their
experience in 2020

4
The first constraint for the Enterprise: unlock in
emergency resources to work differently

Give access to new resources

 Explosion of VPN requests : up to +115% per week in march’20
 + 700% of Virtual Desktop
 Tools based on Remote Desktop Protocol

Need for collaborative tools

 Uptake of new collaborative tools, especially in the cloud
(Office 365, Teams, ZOOM, Google Suite)
 Scalability issues with the enterprise collaboration tools (Skype,
Lynk,…)
  S
 trong growth of the « shadow IT »: up to 90% of download
of not approved tools by corporate policy (e.g., WhatsApp,
Teams Hang Out, House party, Zoom…)

Source: AppAnnie and Odoxa-Adviso partners

The home office brings with it

increased security risks for companies

Pre-COVID-19 studies found 70% of employees (see Improve End-

User Awareness) admit to violating company information
security policies at least some of the time, exacerbating existing
legal, regulatory and reputational risks. Remote workers may be less
diligent in following policies if they believe they are out of sight, out of
mind.
Working remotely will increase the attack surface for an
organization, but controls can be deployed to mitigate any new risks.

(Gartner, 2020)

5
What role for cyber security during the crisis?

“The urgency of the situation forced companies/employees to sacrifice security for

business continuity” (IDC)
 The introduction of Shadow IT and BYOD creates problems of consistency of protection (OS and device
updates) and security breaches
 Password management in the cloud (Pro/private password reused, phishing)
 Targeted attacks on VPNs, Remote Desktop Protocols and collaborative tools

Identity threat Visible data

69% The two main

« cyber-threats »
95%
of security vulnerabilities
with the Home
breaches are provide access
Office
due to identity to unencrypted
theft data

6
Communication Service Providers (CSPs)
partner of trust with the
development of the home office

Telcos have played a crucial role in keeping our societies and

economies functioning since the outbreak of COVID-19, now they have
an opportunity to build on trust and relevance gained.

(Accenture,
“CSPs regaining eminence, 2020”)

The CSP, of consumers say

92%
their CSP has met
the partner or exceeded their
expectations in their
of Trust response to Covid-19.

As the world moves from Rapid Response to

Never Normal, THALES identifies key areas
of opportunity for CSPs to better serve their
business customers.

7
How Thales brings
trust and convenience to home office

Protect
Protect devices,
identity and data.
Connect
Connect seamlessly Predict
and insure a Detect and
continuity of service. Respond

8
 Connect - Connect seamlessly and
ensure a continuity of service

The COVID-19 crisis has accelerated the

digitization of customer interactions by
several years*
Average share of customer interations that are digital % Precrisis COVID -19 crisis

100
Global Asia-Pacific Europe North America
Adoption Adoption Adoption Adoption
acceleration1 acceleration acceleration acceleration 65
3 years 58 4 years 3 years 55 3 years
53
41
36
32 32
22 25 25
20 20 19 18 19

0
June May Dec. July
2017 2018 2019 2018
1
Years ahead of the average rate of adoption from 2017 to 2019. source : Mc Kinsey

*McKinsey: How COVID-19 has pushed companies over the technology tipping point – and transformed business forever

Connect with Trusted Digital Telco

Shorten distribution with eSIM

 The eSIM is now distributed through the last premium smartphone.

 Some of the employees are already equipped without knowing.
 Give opportunity to enterprises to activate this function in case of
connectivity issue.

Digital customer experience with

Trusted Digital Telco

 No physical shipment

 Simplified fleet management
 Download of the subscription remotely
 The full lifecycle managed with the Mobile app
9
 Connect - Connect seamlessly and
ensure a continuity of service

Offer connectivity solutions to employees

directly from their mobile

Buy Be enrolled Start using your service

 Build your plan Prove ID  Make changes at
any time
 Take a selfie and scan the
relevant identification document

Pay
 Scan your banking card and
authorize payment

SIM card
 For eSIM enabled devices the
activation is done in instants
after enrollment
 Physical SIM can be scanned
*equipped with an eSIM compatible smartphone

10
 Connect - Connect seamlessly and
ensure a continuity of service

Connect
simply eKYC Digital tools API-based Cloud-Native app

1 2 3 4
Seamless Connectivity Solutions

touchless Simplified on Best-in class Future-proof

logistics boarding experience

 eSIM, no physical  Empower  Simplified  Digital transformation

stock customers by management
 Cloud-native to
providing a full
 Online  Real-time platform cost-to-serve
service mobile
management with
app  Automatic  New digital BSS
the Subscription
customer care stack
management  Fast on
platform boarding  Positive impact  Fast deployment
on NPS

Our Value

 Full integrated experience  eSIM expertise  Awarded partner  Secure-by-design

11
 Protect - Protect devices, identity and data

Home office mandates accelerated the usage

of Mobile app… and the risks

Gain in usage for Vulnerable applications =

WhatsApp during the pandemic opportunities for attacks

+40%
MESSAGING APPS:

3
CVE
FACEBOOK LEADS THE MARKET

20-190

07
-20
proportion of instant messenging users

CV

-19
20-

CVE-20
E-

20
who regularly use the following applications*

273
02
01

-20
0-
CV 19

58
-

E
27
E-2 20

CV
02 20

85
Facebook 0-2 E-

9
79% 73 CV 06
59 -19
Messenger 020
-2
CVE-20
20-256 CVE
61% Whatsapp 12
CVE-2020-1904
36% 609
Snapchat 020-25
CVE-2 CVE
-202
0-19
8 24 CV 02
17% Skype
0 - 25 E-
20
02
33

20
E-2

CV
-1
36

CV
CVE-202
90
8% Discord CVE-2

E-2
-1

5
19

*Study based

01
20

9-1
Google
020-1
on French users
E-

6%
0-1909

36
CV

in July/August 2020. Hangout

33
908

Selected response from 2%

Source: Statista Global 5% Viber
Consumer Survey

Regular users of application

5% Telegram
Main vulnerabilities identified by Thales
2% Signal in 2020 (IOC:CVE

12
 Protect - Protect devices, identity and data

Protect the professional communications with

Cybels Secure Mobility

Communication with highest security,

Improved customer experience
privacy and sovereignty standards

 All required functionalities for teleworking:  Users get easy-to-use and time-saving tools
exchange messages, shared files, discuss, audio
 CIO get an administration console to manage
or video conferencing, screen sharing…
their users fleet and eliminate Shadow IT
 CISO get confident with the high level of
protection and security

The most secure Secure multi-terminal

collaborative working business messaging
solution

Offer a Unified Approach to Data Protection

Discover Protect Control

Data wherever it Sensitive data with Access to the data
resides and classify it encryption or tokenization and centralize key
management

13
 Protect - Protect devices, identity and data

With CipherTrust Data Security Platform,

a full protection of the data

CipherTrust Data Security Platform

Data Privacy Data Security

Discovery Encryption Tokenization

Classification Key Mgmt. Access Control

Risk Analysis Audit Logs Monitoring

Discover, protect, and control your organization’s sensitive data

everywhere with next-generation unified data protection

14
 Protect - Protect devices, identity and data

Protect Applications Database File Collaborative Networks Containers Public &

Everywhere Systems tools Private Cloud

1 2 3 4
Comprehensive Security Solutions

Encrypt Data Secure Key Trusted Access to All

Collaborative tools Management Apps and Services

 Encryption  Secure Instant  Centrally protect  Access

data-at-rest, Messaging and manage Management
data-in-motion, key lifecycles
 Secure sharing  Authentication
applications
environment  Root of Trust and
 Single Sign On
 Tokenization, Master Keys
 Secure terminals
data masking
and mobile
 Multi level security communication
gateway

Our Value
 Strong expertise  End to End Protection  Comprehensive offer  Permanently innovating
from civil to secret to propose the most
defence needs secured solutions

15
 Predict - Detect and Respond

The explosion of assistance requests:

an established trend
Call centers have had a busy year
Call centers have had a busy year handling 30% more tickets per day than the previous year, and there is no relief
in sight. Despite the climate of uncertainty in recent months, the increase in support requests does not seem to be
abating and remains at about 20% higher than before the pandemic. (Source: Zendesk)
The direct impact for the companies is an increased of this cost center and a pressure on the customer satisfaction (NPS).

+30% of ticket volumes vs last year

Before the pandemic: During the pandemic:

Feb 2019 - Feb 2020 Feb 2020 - Feb 2021 2021
2.5
Average requests (Thousands)

2.2

1.9
+30%
YoY

1.7

1.4

1.1

Week of
16/2 9/3 30/3 20/4 11/5 1/6 22/6 13/7 3/8 24/8 14/9 5/10 26/10 16/11 7/12 28/12 19/1 9/2

A volume of tickets increasing everywhere

Europe,
North Asia Middle East, Latin
America Pacific Africa America 2021
4.2
Average requets (Thousands)

3.7 +28%
+41%
3.1

2.6

2.1 +36%
+28%
1.5

23/2 15/3 5/4 26/4 17/5 7/6 28/6 19/7 9/8 30/8 20/9 11/10 1/11 22/11 13/12 3/1 24/1 7/2

16
 Predict - Detect and Respond

Service Disruptions: Reactive to Proactive

with Guavus Ops-IQ

symptoms failure resolution

Proactive Reactive

Repair

Truck-Rolls + Care-Calls + Tickets

LiveOps Reduction

Reduce MTTD, MTTU

Truck-Rolls + Care-Calls + Tickets

ProactiveOps Avoidance

Improve CSAT, NPS

17
 Predict - Detect and Respond

With GUAVUS Ops-IQ, analyze the Network

Service Demand impacts to improve the
Customer Experience in Home Office

Key benefits
Decrease the ticket cost of customer support
Increase the NPS

Analytics Value
Access to service usage distribution on the network, peak time, congestion time
Be aware of service usage anomaly detected per network element
Identify impacted customers/IoT Devices

Predict the future alarms

Identify network elements under stress and breakdown the network traffic by consumed services
to understand the demand from a consumer standpoint before taking network configuration
change and planning decisions

18
 Predict - Detect and Respond

The pandemic revealed that companies are

not prepared for the risk of cyber attacks

20%
17% 20%
  Very prepared Only
  Somewhat prepared of companies indicated that
their security infrastructure
  Somewhat unprepared
was very prepared to deal
29%   Not at all prepared with the pandemic
34%

44%  Yes
 No
41%
of organization been
56% breached in the past 12
months

Source: 451 Research’s 2021 Data Threat custom survey

The 2021 hales Data Threat Report,

based on data from a survey of more
than 2,600 respondents in more than
10 countries across the globe

19
 Predict - Detect and Respond

With Cybels solutions, to detect and response

Cybels Risks & Cybels Protect

Threat Evaluation Encryption
Governance & Authentication:
Risk Management PKIaaS / Key Management
Assessment & Assurance Mobile securisation
Cyber Advisory
Secure-by-design

Cybels Detect & Cybels Train &

Respond Experiment
Detection & Incident Cyber Trainings
Response Operations
Simulation exercises
Threat Intelligence
Experimentation before integration
Vulnerability Management etc.

20
 Predict - Detect and Respond

Your Asset Applications OT Systems and Public &

Data People Networks
Supply Chains Private Cloud

1 2 3 4 5
Be Aware of Detect known Security Advanced Advanced
your threat attacks Operations detection detection
environment Capabilities Capabilities
Build your cyber resilience

 Know  Detect and  Rely an  Enhance  Raise cyber

the threat stop cyber cyber experts detection awareness
landscape attacks in real to monitor capabilities within your
adapted time in critical your IT/ with all in one organization
to business infrastructure OT systems, platform to
 Train your
activities everywhere reduce Mean
 Improve IT team on
for your global Time To Detect
 Understand detection with advanced
services (MTTD)
attackers’ Intelligence cyber attacks
tactics and feeds  Bolster  Detect in a immersive
motivations detection with unknown environment
 Trust a
sector oriented attacks based
qualified
expertise on analytics
sensor
and IA
 Access to
technologies
qualified team
to respond,
contain and
remediate

Our Value

 Services and Solutions Sector  Security Operation in multi-  Powerful Analytics and IA
Specific Oriented environment: public, hybrid, solution to detect unknown
private cloud attacks

21
How Thales brings
trust and convenience to home office

Connect   Trusted Digital Trusted Telco

Connect seamlessly and

ensure a continuity of service.

  CipherTrust Data Security Platform

Protect   Cybels Secure Mobility

Protect devices,
identity and data.

  Guavus Ops-IQ
Predict
  Cybels suite
Detect and Respond

Conclusion: Thales deliver the future home

office here now

The global impact of the COVID-19

pandemic has transformed the way we work.

In this change, the CSP is the trusted partner

of choice. He has a key role for re-inventing
the hybrid way of working by offering
trustable and secure solutions to its business
customers.

THALES brings a unique expertise based

on three pillars (Connect, Secure, Predict)
to deliver a unique set of solutions and
technologies to make future Home Work a
resilient, safe and convenient place.

Contact us

22
Source

Thales Data Threat report

https://cpl.thalesgroup.com/data-threat-report

White papers
White Papers | Reports | Thales Group
https://www.thalesgroup.com/en/markets/defence-and-security/critical-information-systems-and-cybersecurity/white-papers-reports

Thales Trusted Digital Telco and eSIM solutions

https://www.thalesgroup.com/en/markets/digital-identity-and-security/mobile/documents/trusted-digital-journey

https://www.thalesgroup.com/en/markets/digital-identity-and-security/mobile/connectivity/esim

23
Working from home introduces a
high level of complexity

Working From Home

Cloud Enterprise Home
Enterprise
Remote Access IoT Security

Cloud
Dedicated Tunnel
Patch/ Enterprise Active MFA
Systems Data Directory
Mgmt. Internet Remote
Desktop/DaaS ZTNA

CASB
VPN

Remote VPNaaS
Corporate Browser
Workstations
Cloud
Secure Web SWG
Gateway

© Thales 2021. All rights reserved. Thales, the Thales logo, are trademarks and service marks of Thales and are registered in certain countries. 6 December 2021.
Identity MFA PaaS Enterprise SaaS Video
Virtual IaaS Data Conferencing
Desktops ISP Modem/
Router Patching and OS Updates UEM/
Remote Desktop Direct From Vendors MAM
Gateway

LOB Apps Home

Router/FW

VPN/ZTNA VDI/DaaS WiFi

UEM MAM

EPP/EDR MTD AV Bootable

Personal Ent Image
SWG
Corporate
Managed Smart TV Home
Source: Gartner
734577_C

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