Provisioning standardized and centralized end users across multiple disparate systems is a huge challenge for enterprises. From provisioning new employees to daily change activities, these tasks involve inputting the same information into different provisioning systems, often manually—over and over. This is expensive and time-consuming, especially for highly agile business organizations.

In fact, using multiple disparate systems and applications creates a multitude of obstacles in the contact center. Auditing and diagnosing agent profile data elements across these disparate applications is time-consuming and difficult to measure. And a lack of transparency makes it hard to pinpoint how significant profile data integrity affects business operations.

A simple audit creates significant challenges when there are thousands of data elements to sift through. And, it’s further complicated when profile information doesn’t follow a standard format from application to application. Traditional methods like spreadsheets and individual dedication take months to audit and validate profile data, causing an enormous drain on valuable resources.

To overcome these challenges and see productivity gains and cost savings, contact center managers need an interface with flexible and easy-to-navigate dashboards, organizational analytics through comprehensive reporting, and the ability to track reports. The OpsTel Identity profile management suite of products includes several unique tools and methodologies. The products empower contact center managers to equip IT and business support teams with provisioning and maintaining end user profile data and skills configuration.

The management suite improves employee data and skills management with features such as:

  • Easy to use, intuitive tools through an advanced GUI design

  • Real-time management and agent-level dashboards

  • Multi-organization provisioning access by role

  • Easy-to-read templates and analytics

  • Individualized work metrics creation and tracking

  • System parameters that can be adjusted on the fly

 

The suite also improves productivity and quality using:

  • Central data and template storage

  • Automatic multisystem configuration updating

  • Automatic modification detection and auditing

  • Individual, team, group and organizational reporting

  • Continuously automated performance analysis

  • Statistical feedback on staff roles and skills

 

The OpsTel product suite implements a unique auditing tool that uses automation capabilities, proven methodologies and improved processes developed to address a need to manage agent profile access and configurations. The out-of-the-box functionality includes diagnostic reports that alert managers to overall inaccuracies in selected applications while identifying the specific type of inaccuracy. The automated auditing tool also reduces the time and resources needed to diagnose and validate ID profile information.

 

The suite offers:

  • Proven methodologies to accelerate implementation

  • Pre-configuration completed in days

  • Once configured audits take approximately 15 minutes

  • Non-intrusive to production environment

  • Minimal resource requirements

  • The ability to invoke by client after initial audit is complete

 

The tool also delivers detailed anomaly reports down to attribute level by application and identifies stranded profiles that consume unused licenses. Finally, it reduces completion times from months to days, mitigates downstream collateral damage caused by ID profile inaccuracy and provides a baseline for ID profile integrity.

 

To learn more about how to provision agents more efficiently and cost effectivity, see OpsTel on the AppFoundry marketplace.to learn more about their solution, Profile Watchdog, for Genesys PureEngage. You can also visit OpsTel Services.

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