Automated Provisioning on Genesys Cloud and Other Contact Center Systems

Kamala Krishnamurthy

Kamala Krishnamurthy

Senior editor

Parul Saxena

Chief editor

Last updated: June 30, 2021

Contact centers are constantly provisioning decommission agents for any number of reasons from marketing promotion to seasonal traffic. A major challenge is to do it correctly the first time without extensive back and forth, tickets and agent idle time.

Automated provisioning enables companies who utilize platforms like Genesys cloud or other call center systems to manage provisioning and decommission while optimizing costs and improving customer experience. 

The rule of thumb is that if you get more customers, the greater your call volumes become and you will require more human and IT resources. When you depend on humans to provision and decommission call center agents, scaling your business can rapidly increase your costs and even worse, it may affect your customer experience and expose you to security vulnerabilities. Automated provisioning and decommissioning resources is a way for call centers to handle increased demand using cloud or on-premises deployments. 

Looking for Cloud Contact Center Software? Check out SoftwareSuggest’s list of the best cloud contact centre software solutions.

Any call center (regardless of size or type) can benefit from automated provisioning. It will ensure you also have the human resources assigned correctly and you’re always ready to deal with any spike in demand for live services or support tasks. 

What is Automated Provisioning for Genesys Cloud?

To handle call center operations, automated provisioning is a way to manage your resources effectively across all the enterprise systems. Moving to a modern, digital platform for customer services, support, sales, and any other engagement channel helps drive growth and delivers improved customer experiences across all digital operations. It also requires the agents are correctly provisioned to equip them with all the tools required to handle digital interactions. When designing and building a call center for any kind of business (or to offer it as a service), you need to ensure you have your following figures in order. 

  • Estimate the number of calls you’ll receive during every shift (usually across time zones)
  • Manage the hours when human resources will be available and to what extent you’ll need these employees
  • Calculate the staffing requirements and compare that with the prevailing labor costs depending on the region
  • Create organizational structures including escalation procedures to ensure you handle every query to satisfy the customer’s needs

If any of these elements aren’t in place or you underestimate the required provisioning requirements, the increase in costs could have a drastic impact on your company’s bottom line. Either you’ll fail to provide adequate customer service or worse, you won’t meet your contractually agreed service level objectives. 

Automated provisioning of call center agents is the only way to avoid these pitfalls. When spreading or outsourcing agents across enterprises, you’ll need to manage credentials, revoke rights, and limit access on the fly. Below we cover some of the benefits and the ways that automated provisioning helps companies be available at any time while helping reduce OPEX costs.

How Does Automated Provisioning Work?

Automated provisioning works by managing agent profile data without the need for human intervention. The system automates tasks like moves, adds, changes, or deletes (MACDs) for call center agents and across all systems within the contact center. It also supports integrations with different sources such as ServiceNow (to automate Request Items/tasks) and popular ticketing systems including Microsoft AD, REST/SOAP services, flat files, and other HR solutions. You can manage your resource allocations with automated rules and configurations, enabling you to stay ahead of customer demand. 

Changes to your call center agent configurations immediately reflect in the cloud and on-premises deployments, alleviating the burden of managing these tasks or waiting for a human to provision it only to know that it is fully complete.

Call Centre Service

Benefits of Automated Provisioning on Genesys Cloud and Other Call Center Systems

Having the ability to deploy additional IT or telecommunications services at a moment’s notice provides you with a competitive edge. Consumers want expert support at any time and need a fast, convenient, and efficient system that helps them resolve their problems quickly. Using easy import capabilities (automated or manual), you can set your system to automatically allocate and spin up additional resources whenever demand increases. 

You can use automated provisioning to reduce operational expenditures, alleviate the burden on human resources, and ensure you maintain the service levels that your customers have come to expect. Here are some of the major benefits available from deploying automated provisioning on platforms like Genesys cloud or other call center systems. 

1. Automated Resource Orchestration That Provides Cost Savings

Contact center agents typically have multiple systems to hand customer interactions. Provisioning across all these systems manually based on agent capabilities needed, line of business, geographical region and other parameters is tedious at best and error-prone. Automating the orchestration of agent provisioning across all systems is the only option for most enterprises to be more agile and nimble in the digital economy. 

With predefined rules that handle your scaling and automatically commission new instances of infrastructure, you can reduce costs by only utilizing the resources you require every day. You can automate most of your voice operations using solution like Pointel ActiveSync that enable you to plan and optimize, provisioning. 

Once the agents are not active, the system again automatically decommissions surplus infrastructure, revokes the permissions, and releases agent licenses making it available to another service unit or application. This automation (reclaiming unused licenses) not only saves significant money for enterprises but also reduces security risk by automatically removing agents who are not active. This system provides extensive controls to make sure enterprise admins have controls on who is decommissioned. 

Some of the controls that can be set are

  • Exclude lists for agents (can be multiple) that should not be decommissioned.
  • Exclude lists for phones (can be multiple) that should not be decommissioned.
  • Exclude lists for call recording/reporting systems (can be multiple) that should not be decommissioned.
  • System thresholds where appropriate
  • Proactive notification for a preconfigured number of days before IDs can be decommissioned

An ID and Access Manager like ActiveSync can help you to:

  • Deploy an automated resource provisioning system for all your call center operations
  • Deploy an automated recovery system for license recovery
  • Deploy an automated decommission system to be compliant with security and other types of audits
  • Orchestrate provisioning/decommissioning across all contact center systems including your CRM, WFM, Call Recording, and other front-office/back-office systems

2. Ensures Maximum Uptimes for Call Center Operations

Relying on a manual resource provisioning process adds overheads to your OPEX but it could also lead to a system failure when managed ineffectively. To provide the kind of Customer Experience (CX) that consumers expect, you need to deploy all available solutions that address queries quickly, efficiently, and to the satisfaction of the customer. 

Automated provisioning helps you to choose templates/models and automate the provisioning tasks to ensure you can deal with expected demand early. Whenever a resource is not active, it’s removed automatically from the system to reduce the load and save cost. As demand increases, the system provides an easy way to able add the resources back quickly. 

3. Improves Security and Compliance Processes in Operations

As your contact center can span across multiple lines of business and across a variety of regions, there is no one person or group that can handle all requests. Automating these resources with tight controls is the only option for enterprises to save money on licenses and mitigate exposure to information security risks. 

You can audit, analyze, and investigate issues quickly, limit access when required, and report on usage trends to help make better decisions in the future. As today’s consumers expect convenience in every digital or telecommunication experience, automated provisioning solves many of the challenges that many call center systems are facing today. 

Orchestrate Resources with ActiveSync from Pointel on Genesys Cloud

Today, everything you do is part of an organization’s wider customer journey orchestration. From initial contact to resolving issues quickly and escalating specific outlier requests, the customer will remember the experience. These lasting impressions affect brand recognition and reputation, making or breaking your company. 

With automated provisioning, conversational IVR, CX/UX designers, and fine-grained analytics, you can design the perfect journey for each request and provision the required resources with the correct set of profile attributes. Pointel ActiveSync is an ID and Access Manager solution that gives companies automated provisioning capabilities. It’s also compatible with Genesys, ServiceNow, Salesforce, and Oracle Service Cloud among other enterprise systems.  

Kamala Krishnamurthy
Kamala Krishnamurthy specialized in technology management, is having experience of more than 3 decades in the field of Fibre Optics, Wireless Communication, IoT, Contact Centre and IVR. She has designed and developed over 50 products including few patented products. She is currently working as Program Manager in Pointel Solutions managing projects providing contact centre solutions to fortune 500 companies.

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