DCCM

Is your Contact Center adhere to on-demand server object changes?

Dynamically Achieve Service Level Objectives and Optimize Customer Experience

Dynamic Contact Center Manager (DCCM) is a simple to use business user-level interface application designed exclusively for the contact center managers / supervisors. This utility facilitates role based access to the objects & manages configuration server objects like agent skill, capacity rule, and holiday hours dynamically. It can also perform skill changes & accumulate changes deliberately.

DCCM Helps Enterprises with Genesys Contact Center Monitoring Solutions

  • Empower contact center operators to achieve SLA objectives
  • Reduce cycle-time and increase speed of contact center response
  • Reduce customer wait-times and minimize abandonment rate
  • Reduce time spent by Computer Telephony Integration (CTI) engineers on production support and increase focus on strategic projects
  • Achieve individual user accountability and quick troubleshooting
  • Adopt best practices in routing design and business operations
DCCM Admin Report

Contact Center Challenge - Complex, Time-Consuming Change Process

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.

Empower Contact Center Operations To Achieve SLA Objectives

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 Operations team can quickly and accurately identify the correct parameters to change and achieve the target SLA objectives.

DCCM Admin Report

Achieve Operational Flexibility With Security

Make dynamic adjustments safely with role-based security and limits

DCCM Admin Details
  • Permit only authorized users. Authorization is based on role
  • Ensure changes are safe with upper and lower limits
  • Easily and quickly rollback any change with complete change history

Achieve User Accountability And Quick Problem Analysis

With 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 Admin Role
  • Analyze comprehensive audit trails showing the user, changes with time stamp along with notes entered by user
  • Ensure business objectives are met continuously with Excel downloadable reports, emailed reports, comprehensive alerts and triggers

Best Practices For Continuous Operations Improvement

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.

Extensible, Standards-Based Architecture

Based on an 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.

Summary

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 and meet SLA objectives and optimize the customer experience without any interruptions or delays.

Feature Benefits
Browser-based Intuitive, user-friendly access from any computer, anytime without a need for any desktop application installation.
Role-based security Provides 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 to parameters. Ensures that business users/command center operators don't 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, provides quick learning
Real-time key-value pair updates through Genesys Configuration Server, utilizing the Genesys Software Development Kit (SDK) Maintains data integrity, avoids duplication of mission critical parameters and ensures compatibility as Genesys infrastructure is upgraded.
Standard hardware & software-based Easy, fast deployment.

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