Case Studies

Real results for real contact centers

See how Pointel Solutions has helped enterprises across healthcare, financial services, telecom and more deliver better contact center outcomes.

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HealthcareMajor Healthcare Provider

Voice Self-Service Collections Solution

Challenge

The provider needed to improve operational efficiency in their collections contact center and enable agents to handle more accounts without increasing headcount.

Solution

Pointel built a voice self-service solution leveraging the existing legacy collections system — enabling customers to check balances, make payments by card or check, promise payments and access account details 24×7.

Outcome

30% of incoming calls handled end-to-end by self-service. Reduced average handle time and operational costs. Increased agent productivity on higher-value collections work.

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Financial ServicesMajor Credit Union

Internet Contact Center & Secure Email

Challenge

America First Credit Union needed a third-party integrator to deliver a multi-vendor internet contact center and secure email solution within a complex technology environment.

Solution

Pointel acted as the third-party integrator across multiple vendors, delivering a fully integrated internet contact center and secure email system that met all functional requirements.

Outcome

Solution completely met business needs while allowing the client to adapt to emerging technology. Delivered on time and on budget.

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PharmaceuticalsFortune 500 Pharmaceutical Company

Genesys Platform Upgrade 7.2 to 7.6

Challenge

The client needed to upgrade their Genesys platform from version 7.2 to 7.6 with minimal disruption to their contact center operations.

Solution

Pointel managed the full upgrade lifecycle — from planning and risk assessment through to configuration, testing and go-live support — using their STAMP testing framework to validate all routing and IVR flows.

Outcome

Successful upgrade completed on schedule. Client commended Pointel's knowledge and execution as an outstanding implementation partner.

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TelecomMajor Telecom Company

Next-Generation Contact Center Production Support

Challenge

The telecom company needed a contact center partner with deep expertise in both Clarify CRM technology and the functional aspects of next-generation contact center operations.

Solution

Pointel was selected as the production support partner, providing ongoing operational support and ensuring platform stability across the client's customer-facing contact center environment.

Outcome

Consistent, reliable support across a mission-critical customer operations platform. Long-term partnership built on technical expertise and service quality.

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Consumer ProductsFortune 500 Consumer Products Company

Thin Client Softphone & Production Support

Challenge

The client required a thin client softphone deployment at scale, along with reliable ongoing production support for their call center operations.

Solution

Pointel deployed their Agent Interaction Desktop (AID) softphone and established a production support engagement covering maintenance, monitoring and rapid response to issues.

Outcome

High quality of service, timely project completion, confidentiality maintained throughout. Pointel became a key long-term vendor for all contact center needs.

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UtilitiesMajor Utility Company

Genesys 7.6 Platform Upgrade

Challenge

A major utility company needed a successful Genesys 7.6 upgrade with no disruption to customer-facing operations.

Solution

Pointel delivered the full upgrade project — planning, configuration, end-to-end testing and production cutover — on time and within budget.

Outcome

Great and successful Genesys 7.6 upgrade project. Strong client satisfaction and a positive long-term working relationship.

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