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