Understanding single sign-on for Contact Center

Contact Center is embedded in the Zendesk platform and uses a Zendesk-managed federation flow to help users access the Contact Center environment.


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Summary: ◀▼
You can use single sign-on (SSO) to access Contact Center by authenticating through your corporate identity provider, then signing in once to the platform. This reduces password management and provides a consistent sign-in experience. The system manages access to AWS services like Amazon Connect and Cognito. For configuration, provide identity provider details and role needs to support access to these services.


Contact Center is embedded in the Zendesk platform and uses a Zendesk-managed
federation flow to help users access the Contact Center environment.
In this flow, users first authenticate with your organization’s corporate
identity provider, then sign in to Zendesk. Zendesk brokers access to the AWS-backed
services that power Contact Center, such as Amazon Connect and Amazon Cognito, so users
can access Contact Center with fewer sign-in steps.
This article assumes you have already determined how users will sign in to Zendesk and
configured access to the Zendesk platform using the guidance in Giving users different ways to sign into
Zendesk.
Zendesk recommends using Enabling SAML single sign-on for the best
experience because it:


Centralizes authentication in your corporate identity provider


Gives users a consistent sign-in experience


Reduces password management overhead


Supports a cleaner access flow for Contact Center


Zendesk manages the federation flow that connects Zendesk authentication to the
Contact Center environment.
This includes the AWS-backed services used by Contact Center, such as:


Amazon Connect


Amazon Cognito


When you’re ready to configure access to the AWS services supporting Contact Center,
contact Zendesk Customer Support with the following
information:


IAM Identity Provider name (ZendeskSAMLProvider by default)


Cognito Identity Provider name (Zendesk by default)


An indication if you need an AWS Console role to be configured.



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