DCCM

Browser – Based Interface

The activities of contact center face dynamic challenges such as emergency closures, unplanned local holidays and inbound call spikes. Pointel’s Dynamic Contact Center Manager [DCCM] allows contact center teams to respond such challenges immediately and safely.

Pointel’s DCCM is a browser-based interface, which allows your contact center operators to change specifications like, agent queues, routing, load distribution and skills to meet Service Level Agreement (SLA) Objectives. DCCM also helps to optimize the customer experience.

Pointel’s DCCM allows contact center operators to achieve SLA objectives.

Benefits of Pointel’s DCCM

    • Increase the response speed of contact centers and also reduces cycle time.
    • Lowers the customer wait time and minimize call abandonment rate.
    • Attain individual user accountability.
    • Lowers the time spent by CTI engineers on production support.

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