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Pointel DCCM
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DCCM empowers business users responsible for managing the customer experience and agent staffing. DCCM has features such as future date changes, snapshot/restore and audit capabilities.
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Description
Contact center infrastructure deployment and operation typically requires highly skilled CTI engineers. When faced with sudden dynamic changes, the contact center operators typically escalate the issue with a predetermined process. This process results in long cycle times, higher operational costs and dissatisfied customers. Contact center operations face dynamic challenges such as inbound call spikes, emergency closures and other unplanned incidents. Pointel’s Dynamic Contact Center Manager (DCCM) empowers contact center operation teams to rapidly and safely respond to such challenges. Operators can easily change parameters such as routing, load distribution, agent queues, and skills to meet the Service Level Agreement (SLA) objectives and optimize the customer experience.
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Release Date
When was Pointel DCCM released? Please use the first day of the month if you don't remember the exact date.
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