A dynamic contact center manager software.
Pointel DCCM is a contact center management software. 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.
The benefits of Pointel DCCM include:
Contact center operations face dynamic challenges such as inbound call spikes, emergency closures, and unplanned incidents. Pointel Dynamic Contact Center Manager (DCCM) empowers contact center operations teams to rapidly and safely respond to such challenges.
Operators can easily change parameters such as routing, load distribution, agent queues, and skills to meet Service Level Agreement (SLA) objectives and optimize the customer experience.
Dynamic Contact Center Manager (DCCM) solves the problem of long cycle time by providing contact center operations with secure and easy access to critical contact center parameters.
User-friendly 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.
With the complete history of all changes made by every user, including parameter and agent skill, queue, and other 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.
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