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Optimize log in solution for Call Center representatives
To acheive this, here are many things to consider. Many clients from across the field have brought this feedback to IBMs attention.
Resolve need for case sensitive user name
Define practical/user friendly approach for client authentication via the Call Center URL. mTLS or Mutual Trust Certificates are great from a security perspective. However, pose training and operational issues for clients. Typically, a customer service representative is not familir with how to download and import a certificate into a web browser. Clients often do not have the information technology resources to complete this task for hundreds of call center users annually when the certificate expires.
Today, clients can add Call Center users manually via the UI. If they do, then they must manually email the user their credentials. The user is then unable to change their password. Most clients use a common password which breaks their own rules.
Today, if the client brings their own email server and configures the user exit and uses the API, then they can automatically create Call Center users, the user will recieve an automated email and the user will be able to change their password. This is the IBM recommended approach. This method is safe and secure. However, clients are stating that bringing their own email server and adding the extention is costly and would like a better option.
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