DCCM Cloud

Genesys Cloud configuration management, simplified.

Give contact center supervisors and operations teams controlled, browser-based access to the Genesys Cloud configuration they manage most, with role-based permissions, validation, scheduling and a complete audit history.

Talk to our expertsExplore capabilities
Browser-basedNo desktop install
Role-basedAccess by role and division
ScheduledOnce or recurring
AuditedHistory and snapshots

Illustrative screen. Names and values are examples.

What is DCCM Cloud?

One controlled place to manage Genesys Cloud configuration.

DCCM Cloud (Dynamic Contact Center Manager) is a browser-based configuration management product for Genesys Cloud, designed for contact center managers, supervisors and other authorized users.

It gives role-based access to configuration objects, with built-in validation, change history and audit capabilities. Changes can be made manually or on a schedule.

Instead of spreading routine configuration work across multiple tools and support tickets, DCCM Cloud brings key operational administration tasks into one controlled interface.

The challenge

Contact center configuration is hard to keep under control.

As environments grow, even routine changes need accuracy, visibility and discipline.

Too many configuration points

People, routing, schedules and resources all need to stay consistent.

Limited visibility

Teams need to know what changed, when it changed and who made the change.

Operational risk

A wrong value can affect routing and service, so validation and controlled access matter.

Core capabilities

Control the changes that keep your contact center running.

Configuration management, operational control and visibility in one application.

Agent management

Create, update, clone and mirror agents, and keep their skills and assignments current.

Controlled changes

Role-based access and built-in validation with configurable lower and upper limits help keep changes within approved boundaries.

Scheduled jobs

Run changes once or on a recurring schedule, with email notifications. Pause, reschedule or roll back completed jobs.

Bulk changes and templates

Update many records at once, and apply reusable templates that admins prepare for each role.

History and snapshots

Review every change with user notes, and take configuration snapshots as restore points.

Reporting and audit

Dashboards and searchable audit reports that can be exported for review.

Coverage

The configuration areas your operations depend on.

DCCM Cloud brings the everyday operational areas of Genesys Cloud into one controlled interface. Each user sees only what their role allows.

Supported areas grow as Genesys Cloud and DCCM evolve. Ask us what's available for your environment.

  • People and skills

    Keep agent profiles, skills and team assignments up to date.

  • Routing and queues

    Adjust how interactions reach the right agents.

  • Schedules and contingencies

    Manage operating hours, holidays and emergency changes.

  • Contact center resources

    Maintain the numbers, devices, audio and data your flows rely on.

  • Quality and service content

    Keep evaluation material and agent-facing content current.

  • Administration and access

    Control who can see and change each area.

How it works

From configuration request to controlled change.

The key steps of configuration administration in one structured workflow.

  1. Sign in

    With a DCCM account or Genesys Cloud credentials. Users see only what their role allows.

  2. Find

    Search and filter to the configuration object you need.

  3. Validate

    Values are checked against their allowed limits before saving.

  4. Change

    Apply the change now, in bulk, or as a scheduled job.

  5. Track

    Review history, dashboards and audit reports.

Control and governance

Make every configuration change visible and accountable.

Controls that help teams change configuration consistently and safely.

Role-based access

Admins grant each role read-only or full control over specific objects and divisions.

  • Role and object permissions
  • Division-aware access
  • Configurable password policy

Validation and change history

Built-in limits and a detailed history help teams understand and control configuration activity.

  • Lower and upper value limits
  • User notes on every change
  • Audit reporting
Operational visibility

See configuration activity at a glance.

The DCCM Cloud dashboard shows how much is changing, who is making changes and what changed recently, in clear charts and tables.

Click any value to see the detail behind it and spot areas that need attention.

Bring more control to your Genesys Cloud configuration.

Talk to our team about your contact center environment and see how DCCM Cloud can support your Genesys Cloud configuration workflows.

Talk to our experts