Contact Center Solutions and Services | Genesys Developer

Contact Center Solutions

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.

SERVICES

Pointel specializes in improving customer experience by building world class contact center solutions. Pointel has provided contact center solutions to fortune 500.

Genesys Implementation

A certified Genesys partner for 14 years providing Genesys Implementation services to improve customer experience.

Voice Self Service

Make it easy for your customer to do business with you.

Customer Relationship Management | CRM

Pointel can help implement a complete solution by deploying CRM applications

Analytics

Improve customer experience and operation efficiency by making decisions based on statistics

CONFIGURATION MANAGEMENT SOLUTION
(CMS)

Empower your operational staff to manage customer experience

DYNAMIC CONTACT CENTER MANAGER

Empower your operational staff to manage customer experience

GENESYS WORKSPACE SALESFORCE ADAPTER

Combine the power of Genesys and Salesforce Applications

GENESYS ADAPTER FOR ORACLE CX CLOUD

Real time interactions efficiently and consistently.

CHANGE MANAGEMENT

Reduce Down Time

AGENT INTERACTION DESKTOP

Improve Customer Experience

GENESYS
WFM

WFM planning and scheduling and real-time functions

SURVEY SOLUTION

Closed-loop feedback solution specifically designed for business users

CONTACT CENTER TESTING - STAMP - IVR TESTING

System Test and Monitoring Platform. Contact Center Performance Assurance

IVR ANALYTICS CXI - CUSTOMER EXPERIENCE INSIGHTS

Improve Customer Experience with Pointel CXi An IVR Analytics Platform for understanding Customer Journey

Our Clients

TESTIMONIALS

We started seeing benefits of DCCM and CMS solution immediately and our service levels improved.

Dan Caccamo

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.“

Greg Ford

Vice President, TRC Operations
Grand Circle Corporation

Blog

Empowering Business Users on Genesys Cloud – Dynamic Contact Center Manager (DCCM)

Genesys cloud is a leading Contact Center as a Service (CCaaS)solution that allows businesses to optimize operations and improve customer experience. More than 11,000 businesses…

Case Study

Case Study Of Major Health Care Provider

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.