Coordinated Systems, Inc. (CSI) announces the adoption of SAML 2.0, enabling “Single Sign On” (SSO) capabilities for Virtual Observer (VO) Workforce Optimization across our ecosystem of cloud contact center provider business partners and Customer Relationship Management (CRM) applications such as Salesforce, Zendesk and Oracle Service Cloud. This methodology allows contact center staff to access Virtual Observer with their existing application credentials.
“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”:
Simplicity: Your users can sign in to the system with a primary set of authenticated credentials to access multiple applications.
Convenience: Automatic logins with authentication reduce user errors, enhances the user experience, and expands workplace adoption of applications.
Efficiency: Users won’t need to manage multiple usernames and passwords, which reduces the number of password recovery requests placed with your IT staff.
Security: Centralized security limits 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.
Virtual Observer is a Workforce Optimization solution designed specifically for the cloud enabled, modern Contact Center. Our solution offers Omni-Channel recording, Screen Capture, Quality Management, Real-Time Drill-Down Dashboard Analytics, Agent Portal & E-learning, Workforce Management, Speech Analytics, Customer Satisfaction Surveys, Advanced Security Controls for Compliance, Salesforce, Oracle Service Cloud, and Zendesk connectors as well as many other features.