In 2020, the world as we knew it was forced into a groundbreaking state of flux. Organizations that had traditionally operated out of a conventional office were suddenly forced to alter their business models amidst precautions governing how they could – and could not – conduct business. As remote and hybrid work became the norm, many enterprises responded by embracing the communications service provider (CSP) for virtually all aspects of communications, collaboration and connectivity. With those changes, however, concessions were inevitable. At a time when companies struggled just to stay afloat, security became a factor that many temporarily eschewed. Despite dangerous instances of malware, ransomware and other cybercrime reaching an all-time high, organizations were forced to depend on safe employee practices, as well as the individual CSP, to keep vital information secure. After all, most thought 2020’s work-at-home trend was just a temporary reaction to a pandemic. The times, though, have changed. According to data published by A10 Research, about two-thirds of communications service providers do not anticipate a massive return to the office, an assertion reflected in a 55 percent increase in CSP service demand. What, therefore, are the effects on telecommunications security investments? Perhaps most obviously, today’s CSP faces a dramatic shift in customer expectations, with 52 percent seeing clients as hesitant regarding service resilience and 44 percent having increased views of what network security they should be able to provide. With this pressurized backdrop, the F.B.I. reports that How COVID-19 has changed telecom security investments THE REMOTE RUSH By Brady Hicks 12 THE CHANNEL MANAGER’S PLAYBOOK