MACD Agent – Automated User Account Management

Cognizant’s MACD Agent simplifies and accelerates user account lifecycle management for Amazon Connect and other CCaaS platforms by automating Move, Add, Change, and Delete (MACD) operations. Designed to reduce manual effort and improve operational efficiency, it integrates seamlessly with ServiceNow and enterprise systems to handle high-volume provisioning tasks.

Key Features:

• Automated MACD Operations: Processes single or bulk user requests for onboarding, profile changes, and terminations.
• Bulk Upload via Custom Template: Enables operations teams to upload user data in bulk using a pre-defined template
• Flexible Request Submission: Accepts requests through ServiceNow or conversational agent interface.
• Validation Engine: Verifies user details across Active Directory and Amazon Connect to ensure accuracy.
• Dashboard for Complete Visibility: Offers a centralized dashboard to track request status, monitor progress, and apply dynamic filters for better control.

Business Benefits:

• Reduce administrative workload and operational costs.
• Improve accuracy and governance through automated validation.
• Accelerate turnaround time for user account changes.
• Enhance visibility with custom dashboards.