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CSI’s Virtual Observer WFO suite deepens CRM integrations with “Single Sign On” capability

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PRESS CONTACT:
Rich Marcia
165 Burnside Avenue
165 Burnside Ave, Connecticut 06108
8602892151
rmarcia@csiworld.com
http://www.csiworld.com

CSI’s Virtual Observer WFO suite deepens CRM integrations with “Single Sign On” capability

Coordinated Systems, Inc. (CSI) announces the adoption of SAML 2.0, enabling “Single Sign On” (SSO) capabilities for Virtual Observer (VO) Workforce Optimization across an ecosystem of cloud contact center provider business partners and Customer Relationship Management (CRM) applications. 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 allows customers to utilize WFO functionalities right from within their preferred CRM user interface.

This enterprise 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.

The CRM desktop is emerging as the contact center user’s preferred workspace, making these capabilities all that much more valuable for customers. 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.

 

 


About Coordinated Systems, Inc.

Coordinated Systems, Inc., (CSI), has thrived on building high-quality, long-term relationships with customers and partners. CSI’s flagship product, Virtual Observer (VO), is a cloud-ready call recording and workforce optimization solution for contact centers. VO provides an extremely high value to price and tremendous customer satisfaction. Virtual Observer includes Integrated Quality Management and Call Recording / Interaction Scoring & Evaluation / VO Live Screen & Webcam Real-Time Monitoring for Agent Assistance / Rules-Based Screen Capture / Performance & Trending Reports / Real-Time Drill-Down Dashboard Analytics / Agent Portal & E-Learning / 256-bit Media Encryption / Advanced Security Options for PCI & HIPAA / Speech Analytics / Salesforce, Zendesk, Oracle Service Cloud, ServiceNow CRM Integrations / Workforce Management / Surveying