Updated: Sep 12, 2019
August 28, 2018
Overcome Call Center Challenges
With Agent Profile Data
"Provisioning standardized and centralized end users across multiple disparate systems is a huge challenge for enterprises." - Paule Prinke, OpsTel Services CIO
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.
Learn more about how to provision agents more efficiently and cost effectivity, see OpsTel on the AppFoundry marketplace & to learn more about their solutions, for Genesys PureEngage. You can also visit OpsTel Services.