Pointel DCCM Description
DCCM empowers users to manage the customer experience, including agent staffing. DCCM includes features like future date changes, snapshot/restore, and audit capabilities. It allows the business to focus its efforts on meeting Service Level Agreements (SLA) and optimizing the customer experience.
CTI engineers are typically required to deploy and operate contact center infrastructure. Contact center operators usually escalate issues when faced with sudden dynamic shifts using a predetermined procedure. This results in longer cycle times, higher costs and unhappy customers.
Contact center operations are faced with dynamic challenges, such as spikes in inbound calls, emergency closures, and other unplanned events. Pointel’s Dynamic Call Center Manager (DCCM), empowers contact center operations teams to quickly and safely respond to these challenges.
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