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.