“Single Sign On” Unlocks Deeper WFO Integration with CRM platforms
EAST HARTFORD, Conn. (PRWEB) May 07, 2018 -- This methodology allows contact center staff to access Virtual Observer (VO) with their existing application credentials, using prebuilt integrations with platforms such as Salesforce, Zendesk, Oracle Service Cloud and ServiceNow. Virtual Observer is a Workforce Optimization solution designed specifically for the cloud enabled, modern Contact Center. The combined effect of the Virtual Observer CRM connectors with "Single Sign On" provides a clear and unique advantage as this kind of deep integration is rare in this space.
This virtual observer “Single Sign-On” capability allows Virtual Observer customers to be able to access key VO features and data right within the CRM desktop, which is emerging as the contact center user’s preferred workspace. For example, as a basic usage of the integrated Salesforce connector, VO customers can view or analyze data on recorded audio, screens, chats, etc., which are linked to the Salesforce contact record. With “Single Sign-On” enabled, the user can playback recorded events or perform evaluations, using VO controls from within the Salesforce UI. No other WFO vendors take the integration this deep!
As more and more systems are linked through Web services, portals, and integrated applications, the need for a standard that allows security information to be shared and exchanged. It has become clearly unacceptable to force users to log in multiple times simply because different machines handled their various requests. Similarly, portals cannot require users to log in every time they access a different application. “Single Sign-On”, initially viewed as a sort of productivity-improving luxury, now has become a necessity, at least wherever users are expected to experience a single, integrated system.
“Single Sign On” lets any user securely sign on using a single password from any end point for the entire WFO platform. Single Sign On (SSO) mitigates compliance and security risks for organizations by giving businesses control over user authentication and user revocation via corporate mandated tools.
Additional Core Benefits of “Single Sign-on” include simplicity, convenience, efficiency and security. Simplicity is gained from your users being able to sign in to the system with a primary set of authenticated credentials to access multiple applications. Convenience is felt with automatic logins and a reduction in user authentication errors. Efficiency is achieved when users won’t need to manage multiple usernames and passwords, which reduces the number of password recovery requests placed with your IT staff. Security is locked down as centralized security limits the user exposure over your network.
Security Assertion Markup Language, or SAML, is an open standard, providing a robust, yet extensible set of data formats to communicate identity and authentication information in a variety of environments. Along with “Single Sign-On”, SAML is a requirement for today’s complex environments. SAML is specifically designed for flexibility, providing a useful set of mechanisms to implement Identity Management across enterprise-scale technology platforms.
Essentially, users will gain access to the Virtual Observer systems by first authenticating themselves in Salesforce or miniOrange. Considering SAML 2.0 is a standard, an organization could use any SAML 2.0 compliant Identity Provider for authentication. This does not limit users to Salesforce or miniOrange but more so uses them as an example. Once a contact center chooses an Identity Provider, it’s only a matter of configuring the Identity Provider and Virtual Observer to communicate with each other.
Rich Marcia, Coordinated Systems Inc, http://www.csiworld.com, +1 860-289-2151, [email protected]
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