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 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 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.
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.
Based on a 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.