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Pointel DCCM

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Software Status:Active

About Pointel DCCM

Pointel DCCM is a configuration management software from Pointel that improves customer use in contact centers. It combines Configuration Management Solution, CMS Audit & Alert, ID & Access Management, and Dynamic Contact Center Manager so organizations can effectively manage their contact center operations. This software allows for simplified auditing processes, ensures proper user access, and facilitates dynamic management of contact center resources. Pointel DCCM supports reliable configuration capabilities and offers tools for prompt alerts, helping businesses maintain compliance and operational efficiency. Key capabilities: Configuration Management Solution CMS Audit & Alert ID & Access Management Dynamic Contact Center Manager Best for: contact center managers that need to oversee and regulate operational configurations.

Pointel DCCM Details

Vendor
Pointel
Year Launched
1999
Location
1941 Oak Tree Rd. # 104 Edison, NJ 08820,USA.
Deployment
cloud
Training Options
demo, account manager, community
Countries Served
All Countries
Languages
English, Spanish, French, German, Italian, Portuguese, Chinese, Japanese, Korean, Russian, Arabic
Users
Contact Center Operators, IT Administrators, Workforce Managers, Customer Service Directors, Command Center Operators, Business Executives, Digital Transformation Teams, System Engineers, CTI Engineers.
Industries Served
Telecommunications, Healthcare, Financial Services, Retail, Insurance, Public Services, Education, Hospitality, Travel, E-commerce.
Tags
Call Center, Contact Center, Customer Experience, IVR

Pointel DCCM's In-App Market Place

Does Pointel DCCM have an in-app market place?

Yes

How many Mini-Apps in the marketplace?

1

Mini Apps

N/A

Pricing Options

Free trial
Free version
Request a quote
Promo Offer

Accepted Payment Currencies

Usd ($), Eur (€), Gbp (£), Aud (A$), Cad (C$), Jpy (¥), Cny (¥), Inr (₹), Rub (₽)

Pros & Cons

  • Empowers contact center operations: Provides control over critical parameters like routing and agent skills, allowing for faster response to dynamic situations.
  • Improves customer experience: Enables adjustments to minimize wait times and abandonment rates, leading to higher customer satisfaction.
  • Increases operational efficiency: Reduces reliance on CTI engineers for changes, freeing them for strategic tasks and streamlining operations.
  • Enhances accountability and troubleshooting: Offers a complete audit trail for all changes, simplifying problem analysis and identifying responsible users.
  • Strengthens security: Provides role-based access control to ensure only authorized users can make changes.
  • Offers flexibility with safeguards: Enables setting limits for parameter adjustments and allows for easy rollback if needed.
  • Maintains data integrity: Integrates with Genesys configuration management for accurate data and avoids duplication.
  • Supports future upgrades: Designed for compatibility with future versions of Genesys software.
  • Provides high availability: Supports load balancing and connections to primary and backup Genesys servers for redundancy.
  • User-friendly features: Offers a browser-based interface, clear parameter labels, and downloadable reports for ease of use.
  • Fast deployment: Easy to set up and integrate with existing systems.
  • Limited information on pricing: The website doesn't readily provide detailed pricing information, potentially making upfront cost estimation difficult.
  • Potential for misuse: If not implemented with proper training and safeguards, authorized users could make changes that negatively impact operations.
  • Dependence on Genesys: Functionality relies on integration with Genesys contact center software, potentially limiting compatibility with other platforms.
  • Focus on technical expertise: While the interface is user-friendly, some level of technical understanding might be necessary for optimal configuration and use.

Pointel DCCM's Support Options

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