Provisioning Solution for Genesys Cloud CX
Auto-provision contact center resources for multi-vendor
communication systems
Streamline
Make it faster and easier to manage multi-vendor unified communications and contact center systems.
Automate
Accurately and consistently on-board and off-board users and agents. Optional integrations include ServiceNow, Workday, PeopleSoft, and other leading business applications.
Simplify
Execute routine tasks (moves, adds, changes, and deletes) and make bulk changes from a single, easy-to-use interface.
Starfish Provisioning Solution for Genesys Cloud CX automates communication management workflows by integrating with leading IT business applications including Microsoft Azure Active Directory, ServiceNow and Workday. Business applications can trigger transactions comprised of multiple tasks to an intelligent rules-based workflow engine that auto-provisions or de-provisions communication resources for contact center agents.
Starfish Provisioning Solution for Genesys Cloud CX simplifies even the most complex day-to-day provisioning tasks. By enabling specific users or delegated administrators to provision and manage the environment of Genesys Cloud CX, Starfish automation is more efficient and helps save enterprises time and resources while also reducing service order backlogs.
Provisioning Portals
Starfish Provisioning Manager simplifies day-to-day complex provisioning tasks by enabling specific users or delegated administrators to provision and manage multiple instances of Genesys Cloud CX.
Provisioning manager enables bulk provisioning &
de-provisioning and updates, along with template management. The templates enable personalized agent configuration settings including skills, queues, roles, proficiencies, phone devices, DIDs, extensions and more.
Starfish Connectors for Genesys Cloud CX
Microsoft Azure AD Connector
Azure AD Connector enables end to end automation of provisioning agent accounts and associated resources. Azure AD Connector monitors Azure AD and triggers workflows to change agent configurations. The connector can respond to any changes in Azure AD users including:
- Creation of new user
- Changes to attributes or membership in AD groups
- Enable/disable users
- Deletion of users, including soft deletes.
Configuration templates that include skills are mapped to AD attributes and security groups. Any change in AD user object can trigger corresponding changes to the agent configuration. Automatic phone number management allocates extensions and DIDs from ranges associated with values in designated attributes.
When users are added or modified in Azure AD, Starfish automates the provisioning of agents and their resources such as skills, queues, roles, etc. When agents are disabled or deleted from Azure AD, all related resources are automatically de-provisioned, thereby addressing security concerns and facilitating efficient re-use of resources.
ServiceNow Connector
The ServiceNow Connector is a set of web services triggered by ServiceNow forms for automatic resolution of service requests.
Service requests can be submitted to add, remove or reconfigure agent resource configurations. Upon submission, the ServiceNow form invokes the corresponding web service with arguments prompted from the user. The web service executes the requested workflows and updates the service request status with details of the transactions executed.
The connector enables end users or admins to submit service requests directly to the Starfish workflow engine for execution. Based on the customer’s specific requirements, service requests can be automatically processed, updated, and closed in a matter of seconds.
Workday Connector
The Workday Connector is a set of web services triggered by Workday to onboard, offboard and change agent profiles and associated resource configurations as users are added, changed and removed in Workday.
Starfish utilizes Workday for automatic processing of communication requests. Phone numbers can be synchronized in user records when changes are made to the communication system. Updates are made in real-time making Workday an authoritative source of user-to-phone number mapping. Workday can then propagate this data to other applications in the enterprise.
Key Features
Substantially reduces administrative overhead and total cost of ownership by automating lifecycle management of contact center agents.
Consistently and efficiently executes tasks and work orders eliminating the need for re-work caused by human error.
Eliminates security concerns by automatically disabling agent communication resources when users leave the organization.
Facilitates efficient re-use of communication resources by automatically de-provsioning agent communication resources when agents leave the organization.
Provides a comprehensive number management system replacing cumbersome manual processes.
Automates agent skills in real time. Execute multiple re-skilling tasks in bulk on a scheduled basis.