Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery, and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.
Pointel Access360 (ActiveSync), a web-based automated provisioning solution automates, moves, adds, changes, and deletes (MACDs) for contact center solutions.
It facilitates automatic provisioning across multiple systems including Genesys, Amazon Connect, NICE CXone, Salesforce, and Oracle Service Cloud. Pre-built integration between ticketing systems like Service Now, Remedy, and HPSM reduces provisioning SLAs from days to minutes. Further, it provides considerable savings on support and reduces the total cost of ownership.
Pointel Access360 equip contact center managers to handle agent accounts, agent licenses, and skill configurations for uninterrupted customer service.
Unused objects are removed from the system reducing the load on the rest of the system.
Pointel Access360 works across our platform partner’s solutions to enhance the business outcomes and improve Customer Experience.
In today’s contact center, manually maintaining a large number of resources is time-consuming and may lead to mistakes. Pointel Access360, automates the entire process of agent provisioning and decommissioning to assure a great customer experience. It simplifies the day-to-day complex provisioning tasks and empowers businesses to become more agile.
