Pointel Solutions

  ON TIME, ON BUDGET Pointel is a leading Contact Center/CRM solutions provider and integrator, specializing in selling and implementing end-to-end solutions. Pointel has successfully completed over 400 deployments for Fortune 2000 companies. With over 150+ employees and locations in the United States (New Jersey, Texas), India (Chennai) and Poland (Warsaw), 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.  

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pointelinc

Pointel specializes in improving customer experien...

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DCCM – Genesys Contact Centre Manager & Contact Centre Monitoring Solutions for Better Performance

DCCM paves the way for a smarter and more efficient future for your contact center. By simplifying complex management tasks, it empowers teams to operate with greater clarity and control. At the same time, it enhances overall performance by enabling faster decision-making, reducing errors, and ensuring seamless operations. Most importantly, DCCM helps you consistently deliver exceptional customer experiences by keeping your systems optimized and responsive. With a single, powerful solution at the core, your contact center is not just managed—it is transformed to meet the demands of tomorrow.

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Best Call Center Quality Management Solution for IVR Testing & Performance Monitoring

Pointel STAMP, a comprehensive call center quality management solution and contact center performance management tool, enables IT and business users to automate end-to-end IVR testing and customer interaction testing. By simulating real-world customer-to-agent scenarios, STAMP ensures all contact center systems work cohesively, monitors interaction performance, and identifies issues related to prompts, responses, interaction times, speech recognition, and backend integrations—ultimately improving both customer and agent experience.

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Key Advantages of Genesys Adapter for ServiceNow Integration

Enhance call center efficiency, accuracy, and overall effectiveness with seamless ServiceNow integration

Boost employee productivity and reduce attrition with a powerful ServiceNow integrator solution

Elevate service performance and streamline operations across teams

Improve customer satisfaction with faster, more personalized interactions

Eliminate repetitive customer queries and save valuable time for both agents and customers

Automatically sync customer data, activities, insights, and next steps through robust ServiceNow integration

Unify all Genesys and ServiceNow channels—voice (inbound/outbound), email, SMS, and chat—into a single, intuitive desktop interface

In a nutshell: The Pointel Adapter acts as a smart ServiceNow integrator, simplifying contact center operations, empowering employees, enhancing customer experience, and significantly reducing operational costs per interaction.

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Oracle CX Cloud customers using Oracle Cloud Marketing, Sales, Service, Social, and CRM SaaS applications can seamlessly unify their systems with Genesys contact center solutions through the Oracle CX Cloud Integrator. By leveraging the Oracle Integration Cloud, agents can manage customer interactions across telephony and digital channels, improving sales, retention, and overall customer experience.

The Genesys Adapter for Oracle CX Service Cloud synchronizes inbound customer data, enriches it with past interactions and interests, and ensures every agent-customer conversation delivers actionable solutions.

Connecting these systems through the Oracle CX Cloud Integrator enables real-time, omni-channel experiences, empowering agents with automated workflows, insightful reports, and comprehensive customer insights to maximize value.

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Oracle CX Cloud customers using Oracle Cloud Marketing, Sales, Service, Social, and CRM SaaS applications can seamlessly unify their systems with Genesys contact center solutions through the Oracle CX Cloud Integrator. By leveraging the Oracle Integration Cloud, agents can manage customer interactions across telephony and digital channels, improving sales, retention, and overall customer experience.

The Genesys Adapter for Oracle CX Service Cloud synchronizes inbound customer data, enriches it with past interactions and interests, and ensures every agent-customer conversation delivers actionable solutions.

Connecting these systems through the Oracle CX Cloud Integrator enables real-time, omni-channel experiences, empowering agents with automated workflows, insightful reports, and comprehensive customer insights to maximize value.

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Best ransomware business continuity solution for Genesys cloud contact center

CCaaSSync is a cloud-based contact center disaster recovery solution designed to protect your Genesys Cloud environment from disruptions, including ransomware attacks. As a ransomware business continuity solution for contact centers, it synchronizes your primary and backup Genesys Cloud infrastructures, enabling rapid switchover during outages or failures. This ensures uninterrupted operations and customer service even in critical situations. Built on the latest technology and best practices, our call center disaster recovery service is tailored to your business needs by our team of experts.

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Last Chance to Register for Pointel DCCM Global Webinar

Last Chance to Register for Pointel DCCM Global Webinar

Pointel DCCM is setting up a solid foundation in bringing best practices to avoid operational risks and improve SUPERVISOR+AGENT experience. 

Register for Global webinar today! We will send the meeting invitation accordingly.

Talk to our experts and find the benefits of using DCCM solution. You will also understand how this technology can transform overall customer experience for…

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Multisite contact center can utilize DCCM to improve business SLA's

Multisite contact center can utilize DCCM to improve business SLA’s

As you are aware, configuration management is one of the crucial element in system engineering process for an optimal performance of contact center operations and it’s availability.

Pointel DCCM is a thin-client, role based configuration management solution specifically designed for business level users to control and audit the changes in configuration management.

DCCM helps to:

Schedule the CME…

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Wow: Join #PointelGlobalWebinar on 1st of June 2016

Wow: Join #PointelGlobalWebinar on 1st of June 2016

Few days to go, join our global webinar on Dynamic contact center manager for Genesys.!!

It’s going to be well worth your time, and it’s going to be lot of questionnaires! We hope to see you there! So hurry and Register now if you haven’t yet!

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Orchestrate and Automate CME data using easy to use business level user interface

Orchestrate and Automate CME data using easy to use business level user interface

Join our Global Webinar on 1st June 2016: DCCM, Real-time modification: Identifying and addressing CME Changes  DCCM is setting up a solid foundation for bringing best practices to avoid business risks.

Attendees will learn:

Full breadth and depth of Genesys CME/Administrator

Capture highly proficient agent skills

Centralized administration of agent workflow at business user level

Automate and…

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Genesys partner webinar: How to enable #CCTR change visibility?

Genesys partner webinar: How to enable #CCTR change visibility?

Join our Global Webinar on 1st June 2016: DCCM, Real-time modification: Identifying and addressing CME Changes 

DCCM is setting up a solid foundation for bringing best practices to avoid business risks.

You will learn:

Full breadth and depth of Genesys CME/Administrator

Capture highly proficient agent skills

Centralized administration of agent workflow at business user level

Automate and Schedule…

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Real-time modification: Identifying and addressing CME Changes

Real-time modification: Identifying and addressing CME Changes

Join our Global Webinar on 1st June 2016: DCCM, Strategies on CME change visibility and advanced audit management

Dynamic Contact Center solutions (DCCM), which can streamline your global contact center business objectives and enable you to connect with your customers dynamically and effectively

This can help you in optimizing workforce, scalability to futuristic solution, reduced time to-market,…

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How To Enable #CCTR Visibility Using Pointel Dynamic Contact Center Manger!

How To Enable #CCTR Visibility Using Pointel Dynamic Contact Center Manger!

Join our Global Webinar on 1st June 2016: DCCM, Strategies on CME change visibility and advanced audit management

Dynamic Contact Center solutions (DCCM), which can streamline your global contact center business objectives and enable you to connect with your customers dynamically and effectively

This can help you in optimizing workforce, scalability to futuristic solution, reduced time to-market,…

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Operational Changes are Crucial !! Join our Global Webinar on 1st June 2016

Operational Changes are Crucial !! Join our Global Webinar on 1st June 2016

Our Global Webinar on 1st June 2016: DCCM, Real-time modification: Identifying and addressing CME Changes 

DCCM is setting up a solid foundation for bringing best practices to avoid business risks. 

You will learn:

Full breadth and depth of Genesys CME/Administrator

Capture highly proficient agent skills

Centralized administration of agent workflow at business user level

Automate and Schedule the…

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Join Global Webinar on 1st June 2016: Managing secrets with Pointel DCCM

Join Global Webinar on 1st June 2016: Managing secrets with Pointel DCCM

Thinking of #CCTR strategies to start your financial year strong?

Today’s fast moving, highly competitive contact centers are placed with unprecedented changes in contact center operations and agent skill changes to meet service level agreements. Taking advantage of Omnichannel workforce to meet expectations of both customers and agents; need value enabler to orchestrate configuration management…

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Call Center Workforce Management Solution

Call Center Workforce Management Solution

In typical call center environment, majority of the organizations are facing trouble to meet service level agreements (SLA) such as scheduling, forecasting and real time adherence will helps call center users to meet and exceed SLA’s.

Genesys workforce management solution is affordable and easy to use call center management software to provide improved contact center agent performance and…

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