In this UC Today interview, Kurmi Product Manager Quang Le discusses the growing complexity of managing agent lifecycles in modern contact centers. As organizations face the need to rapidly onboard, modify, or offboard hundreds of agents—often across multiple platforms like Teams, Zoom, and CCaaS solutions like Genesys—traditional manual methods fall short. Le highlights common challenges including fragmented user data, inconsistent role assignments, and limited visibility across systems, all of which introduce operational inefficiencies and compliance risks.
He goes on to share how Kurmi addresses these challenges with a centralized, automated approach to contact center administration. By integrating with enterprise systems and enabling profile-based provisioning, Kurmi allows IT teams to manage agent skills, queue assignments, and permissions at scale—all while maintaining auditability and control. As contact centers evolve towards more distributed, modular environments, Kurmi provides the orchestration and governance layer needed to ensure consistency, security, and resilience.
Watch the full interview on UC Today to learn more.
