Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Work From Home – An Application and Identity Management Guide | Part 1 - Evolve IP - ContactCenterWorld.com Blog

Work From Home – An Application and Identity Management Guide | Part 1

This is part one of our three-part series on work from home - an application and identity management guide. In this section, we’ll cover the ins and outs of identity and access management. Before we get into the meat of this write-up, we’ll start with a little baseline background.

Background

SaaS is exploding.  Unless you live on Mars, this is a pretty obvious statement!  But what isn’t perhaps as obvious is the gaping hole this explosion is causing in your IT security posture. In many organizations, Active Directory (AD), which used to control all access to company resources, now only governs 20% of applications while 80% of a user’s application load comes from a 3rd party like Salesforce.com or Concur.

That also means IT is no longer the linchpin to get applications up and running. If a user or group of users want to share files, they can have an app up and running in 5 minutes with a credit card. Similarly, when internal applications are not easy to use, the workforce is finding, they now have the power to go out and sign up for tools on their own.

IT is struggling to provide users with the flexibility to get tools the way they want them, while also trying to get their arms around provisioning, usage, and de-provisioning.

Identity and Access Management Defined (loosely)

It’s essential to define these terms before we dive into these two distinct functions within an IT security framework.

Identity Management – This refers to the process of assigning and then managing the attributes of a user.  Who are they, what groups they are a part of etc. For example, “This person is remote, part of the Marketing functional area,” and so on.

Access Management – This refers to the process of taking the above identities, or groups of identities and deciding what IT resources they have access to.

These terms are very closely related and often used interchangeably. This is likely because traditional IT environments where corporate assets have been housed internally have utilized Active Directory (AD) to address both of these dynamics.  Who you are and what you can access.

However, with the explosion of SaaS, AD isn’t able to perform these functions by itself any longer.

Identity Management

Solutions for identity management can be segmented into two buckets:

Here are a few of the options:

Traditional AD – Companies not yet “cloud-enabled” are using this tried and true structure, whether hosted on-premises or in some sort of private cloud environment.  It works great; it’s robust and very familiar and easy to manage.  But, it’s lacking when companies start venturing out to SaaS applications, and identities must be created and maintained at these providers individually; it’s extremely time-consuming for IT to create, manage, and audit.

Directory as a Service – Seriously … another DaaS??  In all seriousness, these are purpose-built solutions hosted by 3rd parties specifically for managing user identities.  They are often built to integrate with other cloud solutions like SaaS applications.  A great example of this would be Azure AD, which is very popular. Mostly due to the fact it’s given away for free in some instances.  These are great for companies that are entirely “cloud-enabled,” but they aren’t built upon full-blown AD.  So, companies that have any legacy infrastructure that requires full AD must maintain both.  And while these two can integrate with each other, it can only be managed using the full AD instance as opposed to the cloud directory instance since that’s the scaled-down version.

In part two of this series on work from home - an application and identity management guide, we’ll dig into what SSO is, how it works, and the three big considerations for why to use SSO. For a much more thorough dive into the work-from-home guide, follow the link above.

Source: https://www.evolveip.net/blog/work-from-home-an-application-and-identity-management-guide-part-1

Publish Date: July 13, 2020 5:00 AM


2020 Buyers Guide Workforce Management

 
1.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
PH: +1-773-325-0608

2.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
PH: 96386615

3.) 
Noble Systems

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
PH: +61 (0) 3.9008.1700

4.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

5.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Evolve IP

Recent Blog Posts:
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020 5:00 AM
Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
Top 15 Questions to Ask Yourself Before Choosing a Work Anywhere Unified Communications and Collaboration SolutionMay 19, 2020 5:00 AM
Remote Work Considerations – Illicit Applications and Shadow ITApril 20, 2020 5:00 AM
Remote Work Considerations – Remote Work is Hell for ITApril 13, 2020 5:00 AM
Is your temporary Work From Home solution letting you down?April 6, 2020 5:00 AM
Remote Work Considerations – SaaS Defense in the Wild WestApril 6, 2020 5:00 AM
Remote Work Considerations – Access Control and the Changing Role of Active DirectoryMarch 27, 2020 5:00 AM
Work from Home DaaS Comparison – Cost ConsiderationsMarch 26, 2020 5:00 AM
Desktop as a Service Comparison – Key Questions and ConsiderationsMarch 23, 2020 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10118 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =