Browser – Based Interface

Contact center come across various challenges like emergency closures, unplanned local holidays and inbound call spikes. Highly skilled CTI engineers are required to safely respond to such challenges and manage contact center infrastructure deployment and operations.

Dynamic Contact Center Manager (DCCM) of Pointel Solutions, allows contact centers to control and handle such challenges faster and safely.

DCCM lets your contact center operators to make changes in specifications that include agent queues, routing, balancing loads and skills to meet Service Level Agreement (SLA) Objectives.

Key Benefits of DCCM

Dynamic Contact Center Manager Helps Enterprises with Genesys Contact Centre Monitoring Solutions:

    • Empower contact center operators to achieve SLA objectives.
    • Reduce cycle time and increase the contact center response rates.
    • Minimized customer abandonment rate.
    • Adopt the finest practices in routing designs and business functions.
    • Individual user accountability and quick troubleshooting.
    • Reduced time spent on production support and increased focus on strategic projects.
    • Faster and better deployment.

Leading Practices for consistent Operational Improvement

Dynamic Contact Center Manager’s web-based end-to-end secure access to crutial contact center parameters, enables the finest practices by isolating operational parameters from routing design logic, giving control to the contact center operations team and maintaining a detailed audit trail of changes.

Let us improve your business!