Pointel provides a complete Contact Center solution, starting during the discovery process, and moving through infrastructure planning and operations support. Leveraging the valuable knowledge and experience gained from over 100 successful implementations, we offer the following services to our customers, based on their business demands and technical needs.

1. Pointel Solutions
Overview

2. Pointel explores innovative,
smart, world class solutions

3. 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.

4. Solutions
IVR/Self-Service
Customer Relationship Management
Voice Solutions
Multimedia Solutions
Reporting Solutions

5. Services
Voice Services
Genesys Implementation
Social Media
Managed Services
Technology Consulting

6. Products

7. 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

8. 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.

9. 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.

10. GCM
Genesys 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.

11. 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.

12. 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.

13. For more details about call center
software
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Source: http://www.pointelsolutions.com