SSO and identity and access management in call centers

A specific environment with specific needs

In a customer call center the intensive use of workstations to access different customers' data gives a special dimension to the introduction an IAM infrastructure.

Call center operators need to access different applications via different types of interface, using different identifiers and passwords. Most of these applications are not dedicated to the call center but are part of the different business processes of the company: ordering, delivery, service provisioning, invoicing…

For instance, each application applies a specific password policy: duration, size, format,…

Each operator needs to manage a set of credentials whereas they work in an intrinsically stressful environment.

Improving the working conditions with SSO

SSO—Single Sign-On— is an efficient tool for improving call center productivity and working conditions. However, it should not be a source of additional complexity that could block access to applications.

User productivity is often the key decision factor for implementing such a project. By using the Agent Cost factor and by analyzing the time saved by operators when connecting to their main applications, it becomes possible to document savings that can fund the implementation of an Enterprise SSO project.

Want to know more? Download the white paper: Single sign-on for call centers >>