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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


2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Aculab

VoiSentry
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.

3.) Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

5.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

6.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

7.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

8.) 
Medallia

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

10.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from Evolve IP

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