The document outlines a company with 16 years of experience in the contact center industry, specializing in managed services and operating in New Jersey, Warsaw, and Chennai. It provides a range of services including development and deployment of IVR applications, 24/7 support, and consulting for contact center optimization. The company is CMMI Level 3 and ISO 9001:2008 certified and has extensive experience working with Fortune 500 and 2000 customers across various sectors.

2. 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

5. Healthcare
Banking
Finance
Credit Union
Insurance
Pharmaceutical
Conglomerate
Utility
Retail
Government

6. Consulting Services
Technology Services
Software Product Engineering
Contact Center Platform
Enterprise Mobility
Enterprise Business Solutions
Infrastructure as a service

7. ProfessionalServices
•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
ManagedServices •24x7 Support –
Application and
Infrastructure
Monitoring
•ITIL based Incident
Management using
Integrated Tools
•Technology refresh due
to End of life or support
TransformationServices
•Contact Center
Standardization /
Consolidation /
Virtualization
•Platform migration from
Legacy to IP based
contact center
•Workplace optimization
(Unified Desktop, SSO)
ConsultingServices
•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
OptimizationServices
•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

8. 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

9. 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

10. 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

15. 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