ID and Access Manager

Genesys Cloud Identity and Access Management

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.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agent’s productivity.

Solution Overview

Pointel Identity and Access Manager(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, 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 ID and Access Manager equips contact center managers to handle agent accounts, agent licenses, and skill configurations for uninterrupted customer service.

Solution Benefits

Saves money

Automated license management

Improves stability/reliability

Unused objects are removed from the system reducing the load on the rest of the system.

Better security, audit and license compliance

Pointel ID and Access
Manager | Architecture

automated provisioning solution

Robust and flexible
architecture

Support for Windows, Unix and Linux

VMware
compatible

Java –
J2EE based

For a demo, please call: [732] 744-0440


How Pointel Provisioning Solution Works

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Features of Pointel Identity and Access Manager

  • Provides detailed audit capabilities on synchronization
  • Shows near-real-time status in user UI
  • Ability to setup configurable alerts (email and SMS)
  • Ability to produce ad hoc reports on-demand
  • Ability to filter and export records as PDF or Excel

Advantages of Provisioning Solution

  • Ease of deployment

    Server-based deployment. New releases are deployed in a central location.

  • Low Maintenance

    Browser-based UI, so no installs/changes are needed at the desktop level

  • Integration

    Built on vendor SDKs

  • Flexible Architecture

    Fully customizable

    Intuitive user interface – skins can be changed

  • Performance

    Built to scale horizontally to support large customers

Integrations

Pointel Identity and Access Manager works across our platform partner's solutions to enhance the business outcomes and improve Customer Experience.

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Summary

In today’s contact center, manually maintaining a large number of resources is time-consuming and may lead to mistakes. Pointel Identity and Access Manager, 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.