A certified Genesys partner specializing in improving customer experience by building world class contact center solutions.

What We Offer

Leveraging the knowledge and experience gained from numerous successful implementations, we offer the following services to our customers based on their business demands and technical needs.

IVR Provisioning and Application Development

Pointel offers assistance with IVR(Interactive Voice Response) sizing, installation, configuration and application development (including integration with legacy systems to enable self-service). We also offer speech application development, language pack development, IVR application load/volume testing and performance tuning to build a rich set of solutions geared towards each customer’s specific goals.

Enterprise Routing

Pointel provides enterprise routing solutions tailored to improve customer experience and optimize resources. Integration of front office resources, back office resources and business rules creates a consistent customer experience which allows enterprises to be more agile and customer focused.

Business Intelligence and Report Development

Pointel has extensive experience in building advanced analytics solution aimed at providing actionable insights. Some of the services include

• Building custom reports with Presentation tools such as Tableau, MicroStrategy, Qlik, Business Objects and Microsoft
• Creating advanced data analytics using Informatica, Alterx and other ETL tools
• Facilitate provisioning of data and reports to meet the needs of the end user

Ongoing Support and Maintenance

Pointel provides support based on individual customer needs and business demands. We offer pre/post deployment support, production support, ongoing operations support, on-site assistance and off-site 24×7 on-call/on-demand support to our customers. We also offer Genesys care support and provide 24×7 coverage to minimize operational expenses.

Performance Tuning and Health Checks

Pointel has proven experience in performing system health checks and performance tuning to optimize the investment in the contact center. Your contact center goes through many changes both technical and functional. Pointel recommends that customers do a health check at least once every year to make sure contact center infrastructure and practices are aligned with customer experience goals.

Outsourcing Offerings

We offer cost-effective options for delivering services through our offshore development office. Leveraging the experience gained through 16 years of contact center implementations, Pointel has built a proven process to address individual customer needs in the most efficient and cost-effective manner.