CRM Solution Provider | Genesys Developer | CTI Consultants | Call Center CRM Solutions | CRM Software Applications

Our Services

Contact center consulting

As Genesys strategic partner, Pointel works with customers to assess the business context and tailor their needs via staged ROI-based approach. The "Know-How" factor is determined and facts are shared by our industry certified consultants.

Professional Services

With years of experience in contact center industry, Pointel has certified professionals in wide range of contact center functions and closely work with customer to deliver results on time, on budget to reduce cost and maximize operational agility.

Managed Services

Pointel offers 24*7 Support and maintenance program based on customer and business demands. We also provide on-site support, off-shore support and on-demand support to minimize Capex/Opex and improve organization productivity.

g.force 2015 | 26-28 Oct, 2015 @Miami Find Out More

About us

ON TIME, ON BUDGET

Pointel is a leading Contact Center/CRM solutions provider and system integrator, specialized in selling and implementing end-to-end contact center solutions. With over 500+ Contact Center deployments, Pointel is pleased to serve Private and Public institutions (fortune 500/2000 companies) across industry vertical in installation, configuration of components, application development, deployment and maintenance of Genesys Customer Experience Platform trusted by 4,600 Customers across 80 countries in the world.

We are well equipped to serve worldwide customers. The strength of our company is the technical capability of the entire team to take up challenging projects and deliver them on time and on budget

Founded in 1995, motivated by a strong knowledge in market automation software and its ability to integrate with computer telephony led us to align our services in contact center Industry. A pioneer within the contact center business utilized early legacy TDM to SIP contact center transformations. Realizing the need of customer service paradigm, our founder began to focus on ways to improve the myths of Contact Center Industry.

Prior to a formation, our founder assembled a team of experienced contact center professionals in the United States (New Jersey), Europe (Warsaw) and India (Chennai). Their working knowledge in contact center industry was the force that contributed to being a leader in Contact Center and CRM Industry as Service Provider. Our Key Milestones include,

  • Genesys longest tenure, premium reselling and implementation partner for last 16 years.
  • One of the Pointel’s customer is handling 1,000,000 calls per day using Genesys Network Routing Solution.
  • Pointel has done implementations from 15 seater Call Center to 27,000 Seater Customer Service Operations.
  • Pointel has implemented 10+ CRM/CTI packages and integrated over 400+ back-office applications to provide end to end unified Communications.

Developing a trustworthy customer connections

  • Replacing the legacy TDM and ACD Technology
  • Contact Center Consolidation
  • Contact Center SIP Transformation
  • Omnichannel Customer Journey
  • Workforce Optimization
  • Intelligent Workload Distribution
  • Unified Communications
  • Web, Social and Mobile Engagement
  • Real-time and Historical Reporting

Enabling multimodal CX Curve

Pointel enables organizations to fully orchestrate the contact center components and media types to fully personalize customer journey in utilizing Industry leading customer experience platform. Key initiatives are:

  • Integrating with Omnichannel desktop
  • Personalized Agent/Customer Interactions
  • Knowledge Management
  • Omnichannel Callback Mechanism

Power your investment in CRM, ERP and other Marketing Automation Software

Application Integration is one of the widespread businesses which have evolved over the period in contact center industry for matchless blended communication experience. To understand the complexity of existing environment and their business call flows for running an efficient contact center environment requires,

  • Deep Industry knowledge and complex enterprise-wide integration experience
  • Powerful vision of stability, longevity and value of system integration

Simplified Enterprise Mobility Management

Mobile Platforms are important constituent for enterprises today, looking to offer better customer engagement and to empower growth is super-important. Pointel helps to

  • Build Native, Web and hybrid mobile applications
  • Manage mobile customer service from the palm of your hand.

G-Force 2015

Pointel announces its Bronze Sponsorship of the industry's leading contact centre event at Genesys G-Force 2015,Fontainebleau Miami Beach. Read More

G-Force 2014

Pointel is delighted to announce its Gold Sponsorship for the contact centre industry's leading event at Genesys G-Force New Orleans from 27th and 29th May 2014.Read More

500+
Projects Completed
16
Years of Service
300+
Happy Clients

Our Products

CMS

CMS is an easy-to-use web interface to have a complete control over the Genesys Configuration Environment. It is specifically designed to object control changes with detailed audit and rollback capabilities, which is being implemented in Genesys environment.

DCCM

DCCM is a web-based user interface to access the objects of Genesys configuration server. Dynamic Contact Center Management Express also to change routing decisions dynamically without modifying the routing strategies themselves.

AID

Agent Interaction Desktop is utilized to manage customer interaction using channels like Voice, SMS, Chat, Email, Social Media and other media types (RSS, Web Callback and Work items) in Genesys environment.

Pointel Survey

Pointel Survey enables you to develop, distribute, collect and analyze survey responses. Through this Analysis, you can evaluate the net promoter score (NPS) and consumer behavior captured with highly valuable information towards organization growth.

Testimonials