CMS

CMS, short for Pointel Configuration Management Solution, is a thin-client application for contact centres running Genesys. It records changes made to the Genesys configuration so teams can see what altered and respond quickly.

What CMS offers

• Change audit — reports show where, what, when and who made each change.
• Before and after values — current and previous settings are kept side by side.
• Rollback — individual parameters can be restored to a known configuration.
• Alerts — notifications as changes happen, to catch edits that could cause outages.
• Import, export and snapshots — configuration data can be exported, imported and restored from snapshots.

Who it works with

Organisations running Genesys, including Genesys Cloud. The vendor, Pointel, also lists adapters for Genesys with Salesforce and Oracle CX Cloud, and an identity and access manager.

Key facts

• Vendor: Pointel
• Platform: Genesys configuration environments