CCI has an innovative web application called the Master Control Panel (MCP), which provides an intuitive GUI that enables non-technical business users to make real-time changes to Genesys interaction routing. The original version of this application is in production at the world's largest call center for a very large North American telecom provider. This application was jointly awarded the Genesys Innovation Award (jointly awarded along with the customer) at G-Force 2008. We are looking for U.S.-based customers who are interested in trying the new release.
MCP greatly simplifies the process of deploying and managing Genesys interaction routing by using a routing template, and empowering the business or operations manager to create new call flows from the template, or to make changes to existing call flows in real time.
It has several benefits to both IT as well as the business side of the contact center.
* It offloads the simple call flow change requests from IT to the business;
* Reduces the backlog of change requests in IT, freeing up IT resources for more critical projects;
* Greatly reduces the cost and change cycle time for call flow changes;
* Empowers the business with more insight into and control over their contact centers, enabling them to better meet service objectives and drive customer satisfaction;
* Creates an easily repeatable process which improves accuracy & consistency in new deployments;
* Creates efficiencies in development, deployment and troubleshooting.
If you're interested in learning more about it, or participating in the trial, please contact me here.
We will also be at G-Force Orlando and would be happy to meet with you there.
Michelle Montano
Product Manager, CCI
