Juergen Tolksdorf

August 28, 2018

Overcome Call Center Challenges With Agent Profile Data

business operations and technology functions. Voila! OpsTel Services was born. A combination of two 
words— Operational and Intelligence—OpsTel was founded with a singular focus on improving contact 
center efficiencies and enabling synergies between technology and operations to enhance the 
customer experience.

A major breakthrough for the company was their custom operational intelligence tool developed for a 

U.S. healthcare provider with a large- scale contact center operation. The multifaceted tool 
included not only OpsTel’s foundational operational intelligence but also an automation capability 
that would take the operations to the next level. OpsTel created a tool that enabled the client to 
automatically provision managed contact center

agent profiles across their solution stack through an integrated user portal system. This was seven 
years ago when OpsTel went live with 150 agent profiles and had less than ten user administrators. 
Fast forward to today, OpsTel now looks into 13,000 employee profiles and has over 1,000

administrators utilizing their application to manage the entire enterprise.

Harnessing Every Bit of Performance

With a sharp focus on software asset management, profile identity

provisioning, and proactive skills management, OpsTel has developed a powerful contact center 
solution suite. It integrates with the administrative functions and manages different environments 
to improve data handling along with highly visual, automated measures and metrics. “In the wake

of the ever-changing trends and introduction of newer technologies in the contact center industry, 
the operations teams require to adapt quickly. Organizations may have the best-in-class intelligent 
call routing technology, however, transforming obsolete versions of their workforce management 
solution diminishes the

benefits of these technologies,” reveals Prinke, co-founder and CIO, OpsTel. While a highly siloed 
data environment adds to the complexities in managing and administering data, contact centers need 
to adapt and be flexible to address newer technologies and the associated integrations.

“Our tools and services provide an integrated view of performance metrics specific to an individual 
and his job responsibility,” explains Prinke. OpsTel’s solutions are built from the ground up to 
enable agile operations. “Our application- agnostic solution enables high levels of integration 
across systems in our client’s contact center environment, regardless of whether it is cloud-based 
or on- premise,” he adds.

The Power of Operational Intelligence

OpsTel’s contact center suite of offerings comprises three modular solutions:


the skills configuration management solution that provides a broad, top- down view of employees’ 
profiles across the enterprise with an added feature

to handle unplanned and unforeseen events in contact center operations. It allows scheduling both 
future and temporary changes in the agent state,

which auto-revert to the original state when scheduled time expires. Through  a single interface, 
SPEED supercharges the operations staff’s ability to react quickly to service level fluctuations. 
The solution optimizes the way operational staff painstakingly searches for the last percentages of 
stranded capacity. It leverages automation techniques that

reduce the possibility of human error and speeds up decision-making on the fly.

When it comes to diagnostics, extracting and validating different employee profile data residing on 
a client’s existing point solution

applications that enable agents to take calls is time-consuming. OpsTel’s VIEW is a profile 
diagnostic, validation, and auditing solution that can be hosted

on cloud or on-premise. VIEW allows clients to see what they may have missed in the past with 
auditing capabilities that provide diagnostic information in 10 minutes or less! It analyzes 
profile, skill configuration, reporting data,

and hierarchical and organizational information in the environment to ensure all identity profiles 
are accurate, licensed, and compliant. In the case of an anomaly in reporting data, the solution 
prompts users to take the necessary action and maintain compliance. Clients have the benefit of an 
offline, non- intrusive way to view the environment. They can leverage OpsTel’s automated auditing 
system to detect mistakes and make corrections while also identifying possibilities for saving 

At OpsTel we pride ourselves in providing our clients what they need from our tools to drive 
important business decisions

Tony DeGaetano

Co-Founder and CEO

OpsTel Services is a 100% operations focused SaaS & on premise software company that provides contact center operations solutions designed specifically for contact center operations experts. Genesys Verizon Avaya PPT Solutions Eventus Nice InContact Cisco CX19 CX20 Contact Center Operations Solutions Call Center Solutions  After decades of leadership experience directing contact centers across multiple Fortune 1000 enterprises, we understand how to handle the constant demands and dynamic challenges that are required to operate at peak performance.  With that in mind, we focus on solving business problems, generating greater efficiencies and savings, while reducing risk and ensuring compliance in today's ever changing environments. Let us help you achieve maximum results out of your contact center operations environment by leveraging the latest technology in advanced automation and agent configuration orchestration. OpsTel Services is revolutionizing the way companies control costs associated with software asset management, profile identity provisioning, and proactive skills management. With thought leadership and innovation, we have created a solution suite that seamlessly integrates into the administrative functions of the point solutions that enable the contact center. We enhance the operations staff's ability to quickly react to the dynamic challenges of running a large scale contact center operation.  OpsTel Services has created various tools that seamlessly integrate into the existing applications running contact center enterprises. Our industry leading automation technology will save your company time and money. Automated Agent Profile Provisioning & Configuration Management. Automated Agent Skills Configuration Management. Accelerate profile skill configuration management operations with the temporary skills and configuration override capabilities. Diagnostic Compliance & Auditing Solution Call center solutions. Agent reskilling. Platform data transformation. Genesys. COVID-19 Call Center Solution. Rapid on-boarding/off-boarding/maintenancetoolset (PLUS™)is used to bring agents on-board across all platforms within 5 to 10-minutes. When the issue is over – we leverage the deactivate or delete function to pull them out of the environment once the event has ended. If they are regular employees, the deactivate function allows them to stay in the system, but they are not active. If a future event occurs, we can immediately pull them back into service. Also accommodates union requirements. Leveraging our audit and compliance toolset (VIEW™) to ensure profile accuracy across all platforms, anomaly identification and correction, resolution tracking, etc. Enterprise wide profile audits can be done in 10-minutes or less. Contact centers are experiencing more challenges than ever due to the high call volumes generated by the COVID-19 pandemic. Right now, organizations are scrambling to figure out how to stay ahead of the influx. Our research indicates that contact center operational areas are realizing that leveraging old or basic methodologies / technologies are proving to be too expensive, low performing and are not getting the job done during these times. Data manipulation toolset (Transceiver™) to ensure that data is correctly and regularly transposed between dissimilar systems. Example: HR data transposed to work with WFM or other reporting systems. Heavy burst of traffic into thecall center with not enough agents. Unions, compliance, regulatory, data integrity while adding all the agents & moving them around. Ensuring data integrity between platforms to meet compliance, regulatory, etc. Add head count to support increased call volumes. Some entities are choosing to hire new people while others are looking to leverage existing employees from other areas (regular employees and BPO’s). Rapid temporary reskilling toolset (SPEED™) with scheduled auto-revert, is leveraged to move stranded agent capacity into queue within 1-minute. Market leading capability with auto-revert feature that can be scheduled/timed making it no touch. Saving 50% in labor! Also, leveraged to move contact center agents between groups/organizations to support call volumes. 

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capabilities. Diagnostic Compliance & Auditing Solution