Read the Original Article at http://www.informationweek.com/news/showArticle.jhtml?articleID=208805636
SAN FRANCISCO -- Cloudmark, the authority in messaging security solutions, is announcing an automated reporting and information-sharing framework that allows service providers email subscribers to actively participate in the live reporting of messaging threats, and provides service providers with the ability to measure and demonstrate success blocking spam, phishing and virus attacks. The new Cloudmark Network Feedback System (CNFS) allows for the automated processing of subscriber reports and equips service provider administrators with metrics needed to both improve messaging security and quantify success metrics for customers and senior level management.
During the past eighteen months, the challenge of fighting spam, criminal phishing scams and new computer viruses has become a top priority for service providers both as a means of improving customer satisfaction and decreasing costs associated with support, processing power and storage. On average, a typical customer support call to retrieve erroneously blocked email can exceed $15 while storing unfiltered spam on messaging servers can run Tier 1 carriers upwards of $1 million annually.
Cloudmarks Network Feedback System incorporates subscriber feedback to speed response and increase accuracy, and improves customer experience and satisfaction rates by keeping subscribers better informed of actual network-wide and individual threat-blocking results, resulting in a reduction in customer service complaints and associated expenses. In an interesting sociological twist, subscribers are eager to actively participate in the fight to stop malevolent mail.
A constant complaint we hear about legacy systems is that subscriber reports fall into the black hole of competitors operating centers and no action occurs as a result of their efforts, says Bassam Khan, Cloudmarks vice president of marketing. At Cloudmark, every piece of feedback counts and is instantly added to our automated system through the CNFS interface. This collaborative effort enables every subscriber to participate in the process of threat reporting that can help to quickly resolve issues or block threats from reaching subscribers in the first place, and on a global basis.