ANGELA

CONTACT CENTER MANAGER

TESTIMONIAL

"Through a single interface, I no longer have to engage HR, IT or any other organization to administer my agent profile data across multiple platforms and I

can do it in minutes,

not weeks!"

Solution Details Below

Automated

Agent Profile Provisioning, Maintenance, End-to-End Tracking, Deactivation, Reactivation and Removal.

OpsTel PLUS™ allows you to manage a wide variety of applications across the enterprise to ensure profile provisioning accuracies and licensing compliance

IN UNDER

10 MINUTES!

You will be capable of providing the ability to administer profiles across multiple contact center applications through a single interface

SIMPLIFIED PROVISIONING

Simplified provisioning & maintaining agent profile data reducing processing time from days, weeks or months in LESS THAN 10 MINUTES!

SAVE TIME

& MONEY!

OpsTel PLUS™ can save you time & money by increasing accuracy & reducing required labor

Let's crack some numbers

These are an example of the losses discovered and the savings potential revealed

after a large contact center company utilized OpsTel PLUS

ISSUES DISCOVERED

IMPROVEMENTS MADE

Typical Time Needed to  Create an Agent Profile
Across an average of 10 technologies
Time Spent Administering
Based on 8 silo'ed
groups & multiple communication exchanges
Administrative
Work Hours Saved
In just 5 minutes, new Agents are ready to receive calls
Reduction in
Human Error
OpsTel PLUS™ will save your enterprise countless hours & cut operational costs by millions!

OpsTel PLUS™ HIGHLIGHTS & BENEFITS

SOLUTION HIGHLIGHTS

  • Utilizes end-to-end audit trail reporting

  • User based configurable permissions

  • Activity dashboard & notification

  • Multi-tenant capability

IMMEDIATE BENEFITS

  • Pre/Post submission validation

  • Enforcement of procedural compliance

  • Proactive error handling

  • Dynamic configuration updates

  • Automated re-activation

AUTOMATE PROFILE PROVISIONS

OPPORTUNITIES


  • Long lead times for provisioning, updating and maintaining contact center agent profiles across the enterprise
  • Identity profile management is segmented and requires multiple support groups to administer contact center agent profiles
  • Maintaining agent profiles across the contact center solution stack is disjointed or non-cohesive
  • Difficult to identify non compliant individual administrative activity at the solution level (non-existent end-to-end audit trail information)




SOLUTIONS


  • Provides the ability to administer profiles across multiple contact center applications through a single interface
  • User based configurable permissions reduces risk & increases individual activity visibility
  • Creates transparency by utilizing end-to-end audit trail reporting
  • Activity based metrics dashboard with proactive notification




BUSINESS OUTCOMES


  • Reduce provisioning time from days, weeks or months to less than 5 minutes!​
  • Minimal training and access control required
  • Activity based monitoring dashboard; real-time statistics
  • Full transparency of administrative compliance activity through end-to-end audit trail reporting





SAVE MONEY, CUT WASTE, DRIVE EFFICIENCY &

IMPROVE CUSTOMER EXPERIENCE

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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

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. 

exit interviews. supply chains. employee leaves. call distribution. onboarding program. customer service. call center agent. employees feel. multiple channels. customer support. employee engagement. business process. customer communication. departing employee. company culture. offboarding processes. omnichannel customer. goods or services. contact center software.

capabilities. Diagnostic Compliance & Auditing Solution