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 are 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 agents’ productivity.
Pointel Genesys Cloud 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, 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 ID and Access Manager equip contact center managers to handle agent accounts, agent licenses, and skill configurations for uninterrupted customer service.
Automated license management
Unused objects are removed from the system reducing the load on the rest of the system.
Server-based deployment. New releases are deployed in a central location.
Browser-based UI, so no installs/changes are needed at the desktop level
Built on vendor SDKs
Intuitive user interface – skins can be changed
Built to scale horizontally to support large customers
Pointel Genesys Cloud Identity and Access Manager works across our platform partner's solutions to enhance the business outcomes and improve Customer Experience.