Contact Center Management
Manage contact center configuration and operational workflows with Pointel technology.
Explore solutions →Contact Center Solutions & Technology
Contact Center Solutions & Technology for Enterprises.
Modernize customer experience operations with technology, integration, and expertise built for enterprise contact centers.
25+Years of contact center expertise
12+Contact center products
200+Companies served
Pointel Solutions Contact Center Platform
Connecting customer interactions with Genesys Cloud, enterprise systems and business insights.
VoicePhone calls
MessagingWeb & SMS
EmailEmail support
ChatLive chat
SocialSocial channels
GENESYS CLOUDContact Center Platform
- ApplicationsPurpose-built solutions
- IntegrationsConnect enterprise systems
- AnalyticsInsights and reporting
- SupportOngoing operations support
CRMSalesforce | Dynamics
Oracle and more
Oracle and more
AnalyticsCustomer insights
& reporting
& reporting
InteractEngage across channels
ConnectIntegrate and extend
AnalyzeGain real-time insights
OptimizeImprove operations and CX
Why Pointel Solutions
Deep expertise. Practical technology. Long-term partnership.
Pointel Solutions combines contact center knowledge, product engineering, integrations and delivery experience to help enterprises solve real operational challenges.
01Contact Center Expertise
Deep experience across enterprise contact center environments.
02Products Built for Operations
Technology designed around real contact center workflows.
03Engineering + Delivery
Product engineering and implementation capabilities under one team.
04Integration Capability
Connect contact center platforms with enterprise systems.
05Long-Term Support
Support and optimization beyond the initial deployment.
06Enterprise Focus
Designed for complex environments, governance and scale.
Contact Center Solutions
Purpose-Built Technology for Contact Centers
Explore Pointel solutions technology across contact center management, agent experience, integration, workforce, quality, and analytics.
Contact Center Management
Dynamic Contact Center Manager
Manage contact center configuration across sites, with security and access limits for each team.
Agents · New YorkBulk edit
NameLoginSkillsStatus
Priya Raman70114Billing 8 · Spanish 5Active
Marcus Lee70115Billing 68 · Retention 7Updated
Anita Joseph70116Billing 9Active
Chennai team— No edit accessLocked
Billing_Main target changedby jsmith · VQ_Billing → VQ_Overflow
AlertRevertedSkill "Spanish" updatedby admin · 14 agents
ApprovedDN 5520 added to Switch_NYby mkhan · CHG-2231
ApprovedAgent group "Retention" deletedby jsmith · restored from snapshot
RestoredChange requestsNext window: Sat 02:00
Requested
CHG-2240 · New IVR prompt
Approved
CHG-2236 · Skill rename
Scheduled
CHG-2233 · Add DNs
Deployed
CHG-2229 · Queue timeout
CHG-2241 Billing routing updateRequestedApproved by ops leadScheduled Sat 02:00Deployed, no downtime
Inbound voice · BillingRachel Adams
02:14
HoldTransferEnd
Waiting
Chat3
Email11
Customer
AccountAC-448120
PlanFamily Premium
Balance due$84.20
Last contact6 days ago · chat
Open caseBilling dispute
Chat · Omar
Hi, my order hasn't shipped yet.
Let me check that for you.
Order 55012, thanks!
Today · Customer serviceAdherence 0%
8am10am12pm2pm4pm
Priya R.
Marcus L.
Anita J.
David C.
Sara M.
Omar K.
ShiftBreakTraining
Softphone● Ready
JM
James Miller+1 (555) 014-2231 · Sales lineAnswerDecline
On call · James Miller
00:00
MuteHoldTransferRecord
Recent
Sara MillsOutbound · 4:12
Tom BakerInbound · 2:05
Aisha NoorMissed
Voicemail2 new
CRMHomeContactsCasesReports
Contact
Rachel Adams
AccountAdams Household
Phone+1 (555) 014-2231
TierPremium
Activity
Email · Invoice sent · 3 days ago
Call logged automatically · 4:32
Case 00108 · closed · 2 weeks ago
Genesys · incoming call+1 (555) 014-2231Matched: Rachel Adams
Answer
Incidents · Service deskGenesys connected
NumberCallerShort descriptionState
INC0019342Tom BakerVPN drops every 10 minutesNew
INC0019337Mei LinPassword resetResolved
INC0019330Jonah ParkLaptop not chargingIn progress
INC0019322Fatima SalehEmail accessResolved
CX CloudAccountsOpportunitiesService
Opportunity
Northwind renewal
Value$120,000
StageNegotiation
ContactBen Walker
Next steps
Send revised quote
Legal review · Friday
Call with Ben Walker · in progress
Billing line · last 7 daysDrop-off hotspot found
Welcome100%
Main menu86%
Billing61%
Payment option34%
Agent22%
Post-call survey · this week2,318 responses
CSAT
0/5
Net promoter score
0
Promoters · Passives · Detractors
Latest feedback
★★★★★ Agent solved it on the first call.
★★☆☆☆ Waited too long in the queue. Follow-up sent
★★★★☆ Easy to reach the right team.
Run 418 · Main IVR regressionRunning 0%
Greeting plays in English and SpanishPassed
Account lookup by phone numberPassed
After-hours route goes to voicemailFailed
Billing option transfers to VQ_BillingPassed
Callback offer when wait exceeds 3 minutesRunning
Illustrative product screens. Names and figures are sample data.
What Pointel Solutions does
Contact Center Solutions for Enterprise Operations
Technology, integration, products, and expertise for modern contact centers.
Agent Experience
Support agent workflows with applications and tools designed around contact center operations.
Explore solutions →CRM & Enterprise Integration
Connect contact center platforms with CRM and enterprise applications.
Explore integration services →Analytics & Customer Experience
Use contact center data and reporting to understand performance and customer experience.
Explore analytics →Workforce & Quality
Support workforce, quality, testing, and operational needs across the contact center lifecycle.
Explore solutions →Managed Contact Center Support
Ongoing monitoring, troubleshooting, optimization, and operational support.
Explore support →How we deliver
Consult. Implement. Test. Support.
One team across the whole contact center lifecycle, from choosing the right deployment model to keeping it running.
01
Consult
Pick the right platform and deployment model (premise, cloud or hosted) and estimate ROI before you commit.
Consulting services →02
Implement
Deploy and upgrade Genesys, build voice self-service, and integrate your CRM and business applications.
Implementation →03
Test
Validate IVR flows, routing and integrations end to end with our STAMP testing framework before go-live.
Testing →04
Support
Always-on production support and preventive maintenance that keep your contact center reliable.
Support & maintenance →Who we work with
Trusted by Fortune 500 contact centers.
We have delivered complex contact center solutions for four kinds of operation.
01
Sales & telemarketing
Outbound campaigns and inbound sales lines.
02
Outsourcers
Multi-client, multi-site BPO operations.
03
Customer service
Omnichannel service and support centers.
04
Collections
Self-service and agent-assisted collections.
Integrations
Works with the platforms you rely on.
Out-of-the-box integration with leading contact center, CRM and analytics platforms.
Certifications & Compliance
Built with security, quality and discipline.
Enterprise contact centers carry sensitive customer data. Our delivery runs on certified security, quality and process management systems.
Let's Talk
Planning a Genesys Cloud or Contact Center Project?
Tell us about your contact center. We'll help you evaluate the right approach and delivery path.