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Session Assertion Markup Language

For Single Sign-On, Customer Interaction Center follows the SAML (Security Assertion Markup Language) version 2 standard, maintained by Organization for the Advancement of Structured Information Standards (OASIS).

SAML is an open, standard protocol, based on XML, for exchanging authentication data. SAML defines only the structure, elements, and assertions in messages, including security tokens. SAML does not define how user credentials are authenticated, which is delegated to the applications, systems, and services involved.

The SAML standard defines the following roles:

User Agent/Principal	This component is the application through which a person or entity—called the Principal—provides authentication credentials for accessing a system. Examples of user agents for CIC are Interaction Desktop or IC Business Manager.
Service Provider	The system that provides application services to the user, such as the CIC server.
Identity Provider	The application or entity that validates or rejects the authentication of the user credentials for the service provider. Based on the result from the identity provider, the service provider either allows or denies access to the user agent.

In SAML, all communications are conducted through the user agent. The service provider and identity provider do not communicate directly. This method provides an added layer of security for service providers.