WHAT WE OFFER
END-TO-END CONTACT CENTER SOLUTIONSPointel provides a complete Contact Center solution, starting during the discovery process, and moving through infrastructure planning and operations support. Leveraging the valuable knowledge and experience gained from over 100 successful implementations, we offer the following services to our customers, based on their business demands and technical needs.
IVR Provisioning and Application DevelopmentIncludes IVR Sizing, Installation, Configuration, Application development including Integration with legacy system to enable self service, Speech Application development, Language pack development, IVR Application volume testing and performance tuning.
CTI/CRM Package ImplementationImplementing CTI/CRM packages like Siebel, Clarify, Remedy, Peregrine, Genesys, PeopleSoft CRM and SAP CRM. Call Routing Solutions Providing the most efficient call routing solution tailored to meet the needs of your business and user your resources optimally including network routing and multi-site routing. Enterprise Application Integration and Custom Application Development Integrated applications at the server level, desktop level, IVR level with various legacy and third party applications like AS 400, Mainframe, RDBMS databases like Oracle, SQL Server, DB2, Informix. Designed and developed custom applications using various technologies and languages like C, C++, C#, Vb.NET and Java.
Business Intelligence and Report Development
- Building custom reports with presentation tools like Business Objects, Hyperion, Cognos, Crystal Reports.
- Building reports with ETL tools like Informatica, Data Integrator, etc.
- Facilitate provisioning data and reports best suiting the needs of the end users and business intelligence groups.
On-going Support and MaintenanceProvide support offerings based on individual customer needs and business demands. We currently offer pre/post deployment support, production support, on-going operations support, on-site assistance, off-site 24*7 on call/on demand support to our customers. We also offer on-site/off-shore support model to provide 24*7 coverage and minimize operational expenses.
Performance Tuning and Health ChecksPointel has proven experience in performing system health checks and performance tuning to optimize the investment in the contact center.
Outsourcing OfferingsCost-effective options for delivering services through its offshore development office. Leveraging the experience gained through several years of Contact center implementations, Pointel has built and proven process to balance onshore/offshore resources to address individual customer needs in the most efficient and cost-effective way.
Pointel has successfully implemented/delivered over 90 CTI/CRM projects for its North American Customers. Pointel brings this rich experience to every project to make it a successful one.
Pointel has implemented projects for five of the World's top ten largest Financial Intuitions.
Three of the World's top five largest Telecommunications companies.
Two of the World's top 5 Insurance companies.
Pointel is partners with leading CRM and CTI companies.
Pointel brings 7 years of call center and customer service experience to every project.
Unique but proven and time-tested project implementation methodology to provide maximum skill transfer.
Each consultant has an average of 9 years CTI/CRM experience. Most Pointel consultants are industry certified engineers in their respective areas of expertise.Worked/ integrated with over 300 different back office and front office software products to provide a unified solution to customers.
1941 Oak Tree Rd. # 104
Edison, NJ 08820