Contact center infrastructure deployment and operation typically requires highly skilled CTI engineers. When faced with sudden, dynamic changes, the contact center operators typically escalate the issue in a predetermined process. This process results in long cycle times, higher operational costs and dissatisfied customers.
Contact center operations face dynamic challenges such as inbound call spikes, emergency closures and unplanned local holidays. Pointel’s Dynamic Contact Center Manager (DCCM) empowers multi-site contact center operations teams to rapidly and safely respond to such challenges.
With a browser-based interface, operators can easily change parameters such as routing, load distribution, agent queues and skills to meet Service Level Agreement (SLA) objectives and optimize the customer experience.
Dynamic Contact Center Manager (DCCM) solves the problem of long cycle time by providing contact center operations with secure, browser-based access to critical contact center parameters. User-friendly tags/aliases for cryptic parameter names ensure that the operations team can quickly and accurately identify the correct parameters to change and achieve the target SLA objectives.
With the complete history of all changes made by every user, including parameter and agent skill changes, DCCM enables comparison of each change with the corresponding outcomes in the contact center operation. In case there is an anomaly, the complete audit trail can be easily analyzed.
DCCM’s browser-based secure access to critical contact center parameters enables best practices by separating parameters from routing design logic, giving control to the contact center operations team and maintaining a detailed audit trail of changes.
Based on a Model-View-Controller (MVC) architecture separating the presentation layer, business logic and the data layer, DCCM is easy to configure and deploy. DCCM accesses Genesys configuration data through the Configuration Server ensuring 100% data integrity at all times. DCCM supports future Genesys upgrades since it is built on the recommended Genesys SDKs. DCCM supports high availability through load balancing and connections to Genesys primary and backup Configuration Servers.
Contact center operations are faced with rapidly changing conditions such as inbound call spikes, emergency closures and local holidays. DCCM empowers contact center operators with intuitive and safe access to critical parameters and agent skills, enabling them to effectively handle such changes, meet SLA objectives and optimize the customer experience without any interruptions or delays.
|Browser-based||Intuitive, user-friendly access from any computer, anytime without a need for any desktop application installation.|
|Role-based security||Provides a high level of control to ensure that only permitted users make changes to mission-critical operational parameters.|
|User-friendly aliases/tags for cryptic parameter names, e.g. “Miami Call Center Open Close Flag” as a tag for “MOCF”||Enables business users/command center operators to quickly and accurately identify parameters and avoids confusion.|
|Built – in validation with lower and upper limits for parameters.||Ensures that business users/command center operators do not cause any undue damage to operations|
|Comprehensive audit trail for all changes with relevant notes.||Enables quick rollback of changes if required, fast debugging of operations when required, establishes best practices and provides quick learning|
|Real-time key-value pair updates through the Genesys Configuration Server, utilizing the Genesys Software Development Kit (SDK)||Maintains data integrity, avoids duplication of mission-critical parameters and ensures compatibility as the Genesys infrastructure is upgraded.|
|Standard hardware & software-based||Easy and fast deployment.|