Companies are looking for ways to improve customer satisfaction, retention and revenue by positively influence interactions and response times. An omni-channel contact center solution is the first step in the journey.
Pointel specializes in improving customer experience by building world class contact center solutions. Pointel has provided contact center solutions to fortune 500.
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Genesys is the only contact center solution that offers the power, depth and range of capabilities.
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Creating the perfect options for customer call-ins is easier than ever with Genesys.
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A CRM system is only as good as the methodology used to integrate it with your day-to-day operations.
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The true value of Genesys becomes clear when Pointel merges your daily data flow with our data warehousing and contact center analytics solution.
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We started seeing benefits of DCCM and CMS solution immediately and our service levels improved.
Director, Customer Service & Workforce Management,
Emblem Health.
“Having visibility using Pointel CMS- Audit and Alert was huge for us and we were able to quickly identify the configuration changes and able to revert them back almost instantaneously. We use it for everything from knowing the changes within our IVR to who is changing what in our entire configuration.
The visibility that it gives you and the ease of use is to me, the biggest advantage for Pointel over anything else. I would absolutely recommend Pointel ‘s CMS to anyone looking for an Audit and Alert solution.“
Vice President, TRC Operations
Grand Circle Corporation
Within the healthcare industry, we are trying to match the patient with the best provider. With the DCCM tool, it has helped us manage the thousands of doctors' lines that come into the facility, and we've been able to skill them and route them to the best agent who can help match the patient to the right physician to get the care they need. It is critical for us to do that, and the DCCM tool allows us to do it quickly, efficiently, and drive down response times. In addition to improving First Call Resolution, the DCCM tool has templates that have allowed us to reduce errors when making changes to large call centers. Because we can schedule those changes, they can be templatized and applied at will, reducing errors and ultimately increasing First Call Resolution.
Voice & Collaboration Manager
CMS Audit & Alert: Real-Time Visibility for Your Genesys Cloud Configuration
Configuration changes are a daily reality in every contact center. While these updates help improve performance and customer experience, even a small unnoticed change in…
A major Healthcare provider engaged Pointel to develop a collections voice self-service solution to interact efficiently and effectively with their customers regarding past due amounts. Pointel voice self-service solution helped to lower the operational costs, increase efficiency and increase collections.
For a demo, please email us at contact@pointel.com
