Your contact center undergoes several configuration changes on a daily basis. These changes are inevitable and necessary to support your customers, improve the overall performance of your business, and to stay competitive in an ever-changing marketplace. How can you get control over these configuration changes to gain a better understanding of what’s really happening to your contact center systems?
“Having visibility using Pointel CMS- Audit and Alert was huge for us and we were able to quickly identify the configuration changes and able to revert them back almost instantaneously. We use it for everything from knowing the changes to who is changing what in our entire configuration.
The visibility that it gives you and the ease of use is to me, the biggest advantage for Pointel over anything else. I would absolutely recommend Pointel CMS to anyone looking for an Audit and Alert solution.“
It is important to know what changes have been made to your Genesys environment and by whom. Pointel CMS audit reports provide detailed information, including the name of the user who made the change, the date and time of the change, and both the current and previous values.
It can also restore each parameter / KVP level change, or the entire application, back to a given point-in-time. You can also create ad hoc reports on demand to better understand the changes that were made.
By using Pointel CMS you can create notification alerts at any of the objects that are critical to your business.
For example, you can establish an alert for when someone changes a critical list object or critical option within an application. Each alert can be configured to notify different groups within your organization, and send alerts to predefined contact lists, such as your To, CC and BCC lists.
Your customers, clients, and management team are constantly pressuring you to do more with less.
It is a never-ending struggle to ensure that your technology design is always working at peak efficiency, and that any spare resources are reallocated across your enterprise – all with fewer IT resources, fewer software licenses, and fewer servers.
Pointel Configuration Management Solution Audit & Alert can help you easily and effectively manage your Genesys configurations, and enable you to achieve your vision of a better and improved experience for your customers.