ID and Access Manager

Genesys Cloud Identity and Access Manager

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery, and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center are further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

Overview of Pointel ID and Access Manager

Pointel Genesys Cloud Identity and Access Manager (ActiveSync), a web-based automated provisioning solution automates, moves, adds, changes, and deletes (MACDs) for contact center solutions.

It facilitates automatic provisioning across multiple systems including Genesys, Amazon Connect, NICE CXone, Salesforce, and Oracle Service Cloud. Pre-built integration between ticketing systems like Service Now, Remedy, and HPSM reduces provisioning SLAs from days to minutes. Further, it provides considerable savings on support and reduces the total cost of ownership.

Pointel ID and Access Manager equip contact center managers to handle agent accounts, agent licenses, and skill configurations for uninterrupted customer service.

Benefits of Genesys Cloud Identity and Access Manager

Saves money

Automated license management

Improves stability/reliability

Unused objects are removed from the system reducing the load on the rest of the system.

Better security, audit and license compliance

Genesys Cloud Identity and Access Manager | Architecture

Robust and flexible architecture

Support for Windows, Unix and Linux

VMware compatible

Java – J2EE based

Email us at contact@pointel.com or call +1[732] 744-0440 for a Demo

How Pointel Provisioning Solution Works

Provides detailed audit capabilities on synchronization
Shows near-real-time status in user UI
Ability to setup configurable alerts (email and SMS)
Ability to produce ad hoc reports on-demand
Ability to filter and export records as PDF or Excel

Advantages of Automated Provisioning Solution

Server-based deployment. New releases are deployed in a central location.

Browser-based UI, so no installs/changes are needed at the desktop level

Built on vendor SDKs

Fully customizable

Intuitive user interface – skins can be changed

Built to scale horizontally to support large customer

Integrations

Pointel Genesys Cloud Identity and Access Manager works across our platform partner’s solutions to enhance the business outcomes and improve Customer Experience.

Summary

In today’s contact center, manually maintaining a large number of resources is time-consuming and may lead to mistakes. Pointel Identity and Access Manager, automates the entire process of agent provisioning and decommissioning to assure a great customer experience. It simplifies the day-to-day complex provisioning tasks and empowers businesses to become more agile.