Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.
Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.
Solution Overview
Pointel ID and Access Manager(ActiveSync), a web-based provisioning solution automates, moves, adds, changes and deletes (MACDs) for contact center solutions.
It facilitates automatic provisioning across multiple systems including Genesys, Amazon Connect, Salesforce, and Oracle Service Cloud. Pre-built integration between ticketing systems like Service Now, Remedy, and HPSM reduces provisioning SLAs from days to minutes. Further, it provides considerable savings on support and reduces the total cost of ownership.
Pointel ID and Access Manager equips contact center managers to handle agent accounts, agent licenses, and skill configurations for uninterrupted customer service.
Solution Benefits
Saves money
Automated license management
Improves stability/reliability
Unused objects are removed from the system reducing the load on the rest of the system.
Better security, audit and license compliance
Pointel ID and Access
Manager| Architecture
Robust and flexible
architecture
Support for Windows, Unix,
and Linux
VMware
compatible
Java –
J2EE based
How Pointel Provisioning Solution Works
Pointel ID and Access Manager| Features
- Provides detailed audit capabilities on synchronization
- Shows near-real-time status in user UI
- Ability to setup configurable alerts (email and SMS)
- Ability to produce ad hoc reports on-demand
- Ability to filter and export records as PDF or Excel
Solution Advantages
- Ease of deployment
Server-based deployment. New releases are deployed in a central location.
- Low Maintenance
Browser-based UI, so no installs/changes are needed at the desktop level
- Integration
Built on vendor SDKs
- Flexible Architecture
Fully customizable
Intuitive user interface – skins can be changed
- Performance
Built to scale horizontally to support large customers
Summary
In today’s contact center, manually maintaining a large number of resources is time-consuming and may lead to mistakes. Pointel ID And Access Manager, automates the entire process of agent provisioning and decommissioning to assure a great customer experience. It simplifies the day-to-day complex provisioning tasks and empowers businesses to become more agile.
