Why IVR Analytics Is Critical for Modern Contact Centers
Customer expectations have changed dramatically over the last few years. Today’s consumers expect fast, seamless, and personalized support experiences every time they contact a business. For many organizations, the Interactive Voice Response (IVR) system serves as the very first point of interaction in the customer journey. When an IVR experience is smooth and efficient, customers […]
Why Every Contact Center Needs a Disaster Recovery Plan in 2026
In 2026, customer expectations are clear—fast, seamless, and always-available support. But what happens when your contact center suddenly goes offline due to a disaster? From natural events like floods and cyclones to cyberattacks and cloud outages, disruptions are no longer rare. Without a proper disaster recovery (DR) plan, even a short downtime can lead to […]
Why Configuration Management Is the Backbone of a Stable Genesys Cloud Contact Center
Genesys Cloud contact centers change every day—agent skills, queues, routing strategies, and system settings are constantly updated to meet business demands. While these changes are necessary, unmanaged configuration updates can quickly lead to outages, reporting errors, compliance gaps, and poor customer experience. This is why configuration management is the backbone of a stable contact center. […]
Tackling the Challenge of Unplanned Incidents in Contact Centers with DCCM
Every contact center manager knows the stress of handling unplanned incidents—a sudden spike in calls due to a marketing campaign, a system outage, or seasonal traffic that pushes your queues beyond capacity. In these moments, fast decisions are critical. Managers often need to reassign agents, adjust skills, or reconfigure routing on the fly. But doing […]
Simplifying Contact Center Operations with Pointel Change Manager
In today’s fast-paced digital world, contact centers need to be agile, secure, and highly efficient. However, managing changes across complex environments—especially in the Genesys Cloud ecosystem—can be challenging, time-consuming, and prone to human error. That’s where Pointel Change Manager steps in to transform the way enterprises handle their change management. Why Change Management Matters Whether […]
CCaaSSync – Disaster Recovery Automation for your Cloud Contact Center
As an enterprise, your cloud contact center is one of the most important aspects of your operation. It’s the front line of customer service, sales, support and a disruption to your contact center can have a devastating impact on your business. That’s why it’s crucial to have a disaster recovery plan in place for your […]
First Prize at the 17th CCW – Winner of Gold Award for Most Innovative Technology
We are pleased to announce that Pointel has won the Gold Award at the recently held 17th Contact Center World Awards. We are honored to have competed with more than 2000 participants in the contact center space from over 80 countries and to emerge victorious. Being awarded The Most Innovative Technology award among the most ground-breaking innovations […]
Pointel is proud to be a Sponsor at Genesys CX17INDY for the 13th consecutive year!
CX17 is the debut customer experience event bringing together the best of G-Force and Interactions in one place. Pointel, being a Genesys VAR and having over 15 years of experience in implementing custom designed Genesys solutions, will be putting on show our customer experience solutions at the event. By specializing in Genesys solutions we have […]