Akkadian Labs has announced support via its UC provisioning automation solution for Cisco Unified Contact Center Enterprise (UCCE).
The benefits of Akkadian Provisioning Manager will be made available for Cisco UCCE customers, adding to the support Akkadian already has for Cisco Contact Center products.
In terms of user provisioning, Akkadian believes large contact centres are facing challenges, such as agent skilling, location, and high turnover.
Tom Bamert, Chief Product Officer of Akkadian Labs, said:
“We’re proud to announce this new integration, which we believe is the first of its kind on the market.
“Akkadian Provisioning Manager simplifies the provisioning process for large contact centers and achieves a powerful ROI by streamlining repetitive manual tasks.”
Previously, the user provisioning process on Cisco UCCE had been a manual process, which was vulnerable to human error and inaccuracies.
Akkadian’s solution will automate the user provisioning using flexible job templates to meet the requirements of Cisco’s contact centre customers.
With the introduction of the Akkadian Provisioning Manager, the Unified Contact Center Management Portal will no longer be required.
The solution can add value to large contact centres by providing full-cycle and zero-touch automation through integrations with ServiceNow and Active Directory.
A further benefit offered by the solution is real-time directory number management.
API Triggers can be incorporated to extend the provisioning actions outside of Cisco.
Bulk provisioning is another feature of the provisioning solution which enables a large number of connections to be simultaneously scheduled.
Role-based access can also be implemented to off-load provisioning tasks to help desks.
Akkadian’s user provisioning for UC business grew out of its relationship with Cisco. It has now moved its support to other platforms, including Microsoft Teams.
The purpose behind Akkadian’s provisioning services for UC enterprises is to automate administrative tasks, thereby freeing up skilled workers to focus on other projects.
The Akkadian Provisioning Manager is the company’s flagship product, which provides teams with a single pane of glass to onboard new employees with the UC tools used by the business.
The onboarding time can be reduced hugely by making it possible to enter an employee’s information once rather than multiple times for each UC application.
Akkadian took part in a UC service management discussion in which the company referenced provisioning as one of the biggest trends in the sector.
In April, Akkadian spoke about the opportunities its services could provide following the Cisco Prime end-of-life announcement.
