Pointel Solutions

Overview

Pointel explores innovative, smart, world class solutions

About US

Partner with

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.

Solutions

IVR/Self-Service

Customer Relationship Management

Voice Solutions

Multimedia Solutions

Reporting Solutions

Services

Voice Services

Genesys Implementation

Social Media

Managed Services

Technology Consulting

Products

SoftPhone

The SoftPhone is Web based contact center application and used to integrate computer with telephone system. SoftPhone

contains three different media as below,

Voice Mail Chat

Agent Desktop

The agent desktop is the Genesys-client based custom application which is used to integrate agent's desktop computer to telephone

system and perform call, email or chat process. It supports Voice as the default media and is mainly focus on the email, chat to integrate with the voice as plug-in media. This product facilitates user to avoid

use of multiple products to achieve same functionality.

PCM

PCM is a browser based Genesys Configuration Management application which allows user to read and modify inbound objects such as person, agent group, place, place group, skill and capacity

rule. Here we implemented role based object access. This application mainly used to modify object's routing strategy which is called as

annex properties. It also have report module, there we can get all the activity of the user in the form of Excel sheet.

GCMGenesys Configuration Manager (GCM) is a web-based user interface

to access the objects of Genesys configuration server. It's provides access to various data types including custom data type, performs

validation process. The user interface (UI) is provided to reduce the general data entry errors, which also saves the man hour. The access group of the application is divided into admin and user groups. The

application contains modules like Inbound, Outbound, Admin, Search, Reports.

GMBT

The GMBT allows you to perform the import and export process for the configuration objects in the form of Excel sheet. The details are

related to eight different objects namely applications, switches, skills, places, place groups, persons, agent groups, transactions and IVRs can

be imported or exported effectively. The information can be transmitted to different servers or imported from n-number of servers

easily and effectively.

SMART

Stream Manager Analytical Reporting Tool is abbreviated as SMART. SMART tool is built to provide easy access to the saved voice

recordings (.wav files) of the conversations that, took place between contact center agents and the customers. The contact center

administrators [OR] any authorized users can use SMART tool to retrieve recordings in the smart way. Only the authorized users can

access SMART tool.

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Source: http://www.pointelsolutions.com