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.
Achieve Operational Flexibility With Security
Make dynamic adjustments safely with role-based security and limits
- 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.
- 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.
