Pointel’s accelerators (tools) help customers manage and optimize Genesys contact center.

Products

CMS

CMS is a comprehensive tool for audit and change management automation. CMS provides the ability to manage change and helps to isolate and resolve issues quickly. CMS helps to identify issues proactively and address them before it causes an incident.

DCCM

DCCM empowers front-line supervisors and managers who are responsible for customer experience to manage contact center efficiently. DCCM puts the controls in the hands of frontline managers, WFM analyst, command center folks to act the speed of business.

Workspace Adapters

Pointel’s Genesys Workspace Adapters unifies applications to enable agents to focus on providing a better customer experience.

Change Management

Change management helps you stage and schedule changes to your environment.

Agent Interaction Desktop

A Genesys desktop for improving agents efficiency in handling customer interactions.

Genesys WFM

WFM Voice Self-Service allows agents and supervisors to access and update workforce management information from any telephone. Leveraging the Genesys Voice Platform and its open standards-based technologies such as VoiceXML, robust applications can be developed to provide “anytime, anywhere” access to WFM planning and scheduling, and real-time functions.