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


Contact Center Services

  • Pointel offers complete contact center services and solutions based upon the award-winning Genesys suite of products.
  • Our solutions are comprehensive, taking our customers from infrastructure planning to post-deployment operations support.
  • IVR sizing, installation and configuration
  • Call center application development including integration with legacy systems to enable self-service
  • Speech application development
  • Language pack development
  • IVR application volume testing
  • Regression and load testing
  • Performance tuning
  • Pointel has vast experience in implementing and integrating with  CRM packages such as Salesforce, Pega, Oracle, Clarify, Remedy, Peregrine, Genesys and SAP CRM.
  • Pointel can provide 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.
  • Pointel is adept at integrating applications
    • At the server, desktop or in the cloud
    • With various legacy and third party applications such as AS/400 and Mainframe and RDBMS databases including Oracle, SQL Server, DB2 and Informix
  • We are experts at designing and developing custom applications using various technologies and languages including the following:
    • C, C++, C#, VB.NET and Java – MS and Java technologies
  • Pointel has extensive experience in building advanced analytics solutions.
  • Presentation layer includes Tableau, MicroStrategy, Qlik, SAP Business Objects and Microsoft BI.
  • Creating advanced data analytics using Informatica, Alterx and other ETL tools.
  • We are skilled at provisioning data and reports to effectively suit the needs of end users, as well as management or business intelligence groups.
  • Pointel offers support alternatives, customized to customers’ individual needs and business demands.
  • Pointel offers the following services:
    • Pre/Post deployment support
    • Production support
    • Ongoing operations support
    • On-site assistance
    • Off-site 24×7 on-call/on-demand support
  • Our operations model, which includes an efficient blend of onshore and offshore support, effectively provides the following advantages to our customers:
    • 24×7 coverage
    • Increased speed to market
    • Reduced risk for the overall project – Time and Budget
  • Pointel has proven experience in performing system health checks and performance tuning to optimize your investment in contact center applications.



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