Unlock Efficiency and Control with Pointel ID and Access Manager

Managing identity and access in a modern contact center is complex. Multiple systems, constant role changes, and manual provisioning create delays, errors, and security gaps. Pointel Genesys Cloud Identity and Access Manager (ActiveSync) solve these challenges with automated provisioning that accelerates operations, strengthens compliance, and ensures agents have the right access at the right time.

Save Time and Reduce Costs

Manual onboarding and offboarding consume valuable resources. Pointel ID and Access Manager automates Moves, Adds, Changes, and Deletes (MACDs), reducing provisioning time from days to minutes. This eliminates repetitive work, reduces errors, and cuts operational costs while improving workforce readiness.

Enhance System Stability

Unused or outdated objects slow down systems and increase risk. Pointel ID and Access Manager automatically removes inactive agent accounts, keeping environments clean and efficient. A cleaner backend leads to improved system performance and better customer experience—especially during high call volumes.

Strengthen Security and Audit Compliance

Security is non-negotiable in environments that handle sensitive customer data. The solution provides:

• Detailed audit logs
• Role-based access
• Configurable email/SMS alerts
• Consistent, compliant workflows

These features help organizations maintain strong security, meet audit requirements, and ensure the right access is granted at the right time.

Optimize License Usage

Many contact centers overspend on unused licenses. Automated deactivation and real-time synchronization allow businesses to recover unused licenses instantly. This ensures accurate usage tracking and prevents unnecessary costs—delivering long-term savings.

Gain Real-Time Visibility

Pointel ID and Access Manager offers near-real-time status updates and on-demand reporting, giving administrators complete visibility into user access activities. Reports can be filtered and exported as PDF or Excel, enabling smarter decision-making and faster issue resolution.

Seamless Integration Across Platforms

Contact centers rely on multiple platforms, and provisioning must stay consistent. Pointel ID and Access Manager integrates with:

• Genesys Cloud
• Amazon Connect
• NICE CXone
• Salesforce
• Oracle Service Cloud
• ServiceNow, Remedy, and HPSM

This reduces provisioning SLAs dramatically and ensures uniform agent configuration across systems.

Easy to Deploy and Maintain

With a browser-based UI and server-side updates, the solution requires minimal maintenance. Built on vendor SDKs and designed to scale horizontally, it supports even the largest enterprise contact centers. Its customizable UI makes adoption smooth and user-friendly.

Conclusion

Manual provisioning creates delays, risks, and unnecessary costs. Pointel Genesys Cloud Identity and Access Manager automate the entire identity lifecycle—onboarding, role changes, and decommissioning—making operations faster, safer, and more consistent. For contact centers looking to improve efficiency, security, and customer experience, it is the ideal solution.