Pointel DCCM

Contact Center Challenge – Complex, Time-Consuming Change Process

Contact center infrastructure deployment and operation typically require 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.

Dynamically Achieve Service Level Objectives and Optimize Customer Experience

Contact center operations face dynamic challenges such as inbound call spikes, emergency closures, and unplanned incidents. Pointel Dynamic Contact Center Manager (DCCM) aims to empower contact center operations teams to respond to such challenges.

Operators can change parameters such as routing, load distribution, agent queues, and skills to meet Service Level Agreement (SLA) objectives and optimize the customer experience.

To support a contact center to become more agile and adaptive, Pointel's capabilities include:

• Capture and restore snapshots on an on-demand or scheduled basis. Snapshots can be for a single agent, a group of agents, a LOB, or the entire enterprise.
• Schedule any change either one time or recurring. Automatic email alerts are sent out, to know scheduled jobs were executed.
• Copy/ clone agents to not need to remember every skill, skill level, and queue combination for every line of business.
• Reduce cycle time and increase the 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.

Empower Contact Center Operations to Achieve SLA Objectives

Dynamic Contact Center Manager (DCCM) aims to solve the problem of long cycle time by providing contact center operations with secure and easy access to critical contact center parameters.

Tags/aliases for cryptic parameter names ensure that the operations team can quickly and accurately identify the correct parameters to change and achieve the target SLA objectives.

Achieve User Accountability and Quick Problem Analysis

• With the complete history of all changes made by every user, including parameter and agent skill, queue, and other changes, DCCM enables a 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 analyzed.
• Analyze audit trails showing the user, changes with a timestamp, and notes entered by the user. DCCM provides an audit of all changes, including when, who, where, and previous values.
• Have all the information needed with search, filter, and report capabilities.
• Ensure business objectives are met with downloadable Excel reports, emailed reports, comprehensive alerts, and triggers.

Achieve Operational Flexibility with Security

• Make dynamic adjustments safely with permission-based security and limits.
• Permit only authorized users. Authorization is based on permission.
• Ensure changes are safe with upper and lower limits and even limit the values to list from a dropdown list.
• Users are required to enter notes for critical changes to identify the reasons behind the changes.