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Remote Work Considerations – Access Control and the Changing Role of Active Directory - Evolve IP - ContactCenterWorld.com Blog

Remote Work Considerations – Access Control and the Changing Role of Active Directory

Having provided virtual desktop and infrastructure solutions for over 11 years Evolve IP has seen a massive shift take place in the way IT provides applications to end users.  11 years ago, customers were utilizing 90% client-server based software. Meaning companies would acquire a server, whether physical or virtual, install the application and then install the client on each user’s desktop.   

Now, fast forward to today and I would argue that the number is down to around 25%. So, where are all those applications moving? It should be no surprise when I write Software as a Service (SaaS).  Companies like Salesforce.com, ADP, Concur, Outreach are all delivered via a browser with no software to install. 

For the purposes of these posts, I’ll be using the term “before” to describe how applications were delivered to end users in the “old days” and “after” to describe how applications are delivered today.  We will cover the four main differences and what IT has to be cognizant of regarding these dynamics. This first post looks at Access Control.  

As networks matured over time, IT realized they needed some “rules of the road”.  Active Directory (AD) was put in place to control which network resources users could access.  So, by creating user groups with permissions, IT could enable a user with one set of credentials and off they went.   

Unfortunately, SaaS providers are all independent of each other.  Therefore, there is no common framework IT can enable in order to control access to SaaS providers.  In theory, you could control access from the corporate network to decide which SaaS providers your users could get to, but as with many ideas on how to lock down security, that would prove to be completely inflexible in practice. 

The result? IT is forced to not only provide AD credentials for corporate legacy access, but then enable, manage and finally disable access to all SaaS providers individually.   

For enabling and managing access, this equates to a massive commitment of time from IT.  However, the larger consideration here is when employees are offboarded.  IT must first figure out which applications users were given access to when they started, then what access they may have gained throughout their tenure and finally what other applications do they have access to that IT may not even know of – also known as Shadow IT. When this is an amicable parting of ways, it’s more of an annoyance, but when it’s a sensitive or negative offboarding, this can present huge business risk if not done quickly and accurately. 

Remote Work Considerations – Securing the New Corporate Network

Evolve IP has developed a comprehensive solution that addresses the needs of the IT and the business. Workspaces enable mobility and security and give employees the tools they need to do their jobs in ways that make them more productive than ever.

Enter Workspaces

Evolve IP has been working diligently to address the access management needs of businesses while enabling mobility, security. Evolve IP Workspaces include: 

  • Active Directory Integration – Control access to legacy and SaaS applications through AD 
  • Multi-factor Authentication – Increase security posture requiring a second form of authentication 
  • BYOD Friendly – Allow employees to use any device while maintaining security controls 
  • Custom Toolbelt – Users get just the tools they need, the way they want them, increasing efficiency 
  • SSO and Self-Service Password Resets – Users adopt, and adhere to technologies that make their lives easier 
  • Full DaaS capabilities for power users 

Enjoyed this post? Download all four sections of the Remote Work Considerations - Securing the New Corporate Network brief here. For more information about Workspaces please visit www.evolveip.net/workspaces or give us a call at 855-481-3798 for a demo. 

Source: https://www.evolveip.net/blog/remote-work-considerations-access-control-and-the-changing-role-of-active-directory

Publish Date: March 27, 2020


2024 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

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.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

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eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
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.

6.) 
Pointel

Genesys Workforce Management
WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based techonologies such as VoiceXML, robust applications can be developed to provide "anytime, anywhere" access to WFM planning and scheduling and real-time fuctions. These valuable additions to the standard WFM solution can be tailored to meet the unique needs of the contact center.

WFM Voice Self-Service can be deployed either in enterprise premises or hosted in a service provider's network.

If the client is a Genesys Voice Platform customer, they can run WFM Voice Self-Service on the Genesys Voice...
(read more)

7.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
 



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