Focusing on bringing together customer channels

Worldwide Operations in New Jersey (US),Warsaw(Europe) and Chennai, India (Asia)

16 years in Contact Center Industry as Managed Services Provider

Expertise in Genesys Contact Center, Enterprise Application, Mobility, Data Center, Support & Maintenance

Proven ability to ramp up capabilities to meet customer’s ever-expanding demands.

Worked with Fortune 500/2000 customers across the United States, Europe & APAC region

CMMi level 3 and ISO 9001:2008 Certified Company

Founded in 1999

16 years of business experience in the Software Industry

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Edison, New Jersey, USA

Tidel Park, Chennai, India

Warsaw, Poland, Europe

Healthcare

Banking

Finance

Credit Union

Insurance

Pharmaceutical

Conglomerate

Utility

Retail

Government

Consulting Services

Technology Services

Software Product Engineering

Contact Center Platform

Enterprise Mobility

Enterprise Business Solutions

Infrastructure as a service

Pro

fess

ion

al S

ervi

ces • Develop/ Deploy IVR

applications and call

routing scripts

• Development of tools using

standard based APIs

• Integration of contact

center with multiple

systems like CRM, WFM,

etc…

• Report customization Ma

na

ged

Ser

vice

s • 24x7 Support –

Application and

Infrastructure

Monitoring

• ITIL based Incident

Management using

Integrated Tools

• Technology refresh due

to End of life or support

Tra

nsf

orm

ati

on S

ervi

ces

• Contact Center

Standardization /

Consolidation /

Virtualization

• Platform migration from

Legacy to IP based

contact center

• Workplace optimization

(Unified Desktop, SSO)

Con

sult

ing

Ser

vice

s • Assess existing platform and

recommend best practices

• Consultation for a new

platform using Market

proven solutions

• Propose reliable solution

that address the gaps at

minimum cost

• Green Field implementation

Op

tim

iza

tion

Ser

vice

s • Optimize the Call-

handling efficiencies

• Organization design and

work flow

• Quality and performance

management

• Optimization of the

existing infrastructure and

Process

Operation (L1/L2/L3 Support)

Development Due-Diligence / Analysis / Optimization

End – End Customer Contact Journey

SIP Communications

Contact Center Telephony

Enterprise Communications

WebRTC Communications

Omni-Channel Interactive Voice Response

Proactive Communications

Workforce Optimization

Workforce Management

Interaction Recording

Speech & Text Analytics

Quality Management

Agent Coaching

Skills Management

Customer Survey

Integration

Routing

Desktop

Application Design

Reporting & Analytics

Management & Deployment

Pointel’s Contact Center Services

1. Pointel’s Professional Services

2. Pointel’s Managed Services

3. Pointel’s CX Tools

4. Pointel’s - Genesys Care

Mobile Product Development

Platform / Device Porting Mobile Testing Application

Launch

Competency & Expertise

Mobile business intelligence

Mobile security

Mobile device management

Bring your own device

Content acquisition, transformation & delivery

Technology advisory & roadmap

Middleware & device management

Backend integration

Consulting | Design | Development | Porting | Integration | Testing | Support

Headquarters:

1941, Oak tree road, #104, Edison, NJ08820 Phone: 732 744 0440

Indian Operations:

Module : 0406, 4th Floor , Tidel Park, No.4, Rajiv Gandhi Salai .CH -600 013

Phone: +91-44-42300321, Mobile: +91-9841358451

Email : suresh@pointelsolutions.com

Contact Information