Pointel

Pointel Pointel is a certified Genesys partner specializing in improving customer experience by building wor

Pointel has delivered exceptional customer experience, implementing Genesys contact center solutions for 400+ companies, including Fortune 500 companies. Our flagship product, CCaaSSync offers a reliable backup infrastructure ensuring uninterrupted service even during catastrophic failures. Pointel offers Genesys Implementation Services, Genesys Adapters, and Accelerators like Configuration Management, Survey360, Automated Agent Provisioning, Test and Monitoring Solutions, and Reporting Tool.

Track Every Configuration Change in Your Genesys Cloud EnvironmentEvery configuration change matters. An unnoticed updat...
10/14/2026

Track Every Configuration Change in Your Genesys Cloud Environment

Every configuration change matters. An unnoticed update to a queue, routing rule, or application can disrupt contact center operations and impact customer experience.

With Pointel CMS Audit & Alert, you can:

✔ Track who changed what and when
✔ View current and previous configuration values
✔ Receive proactive alerts for critical changes
✔ Quickly restore configurations when needed

Gain complete visibility into your Genesys Cloud environment and stay one step ahead of unexpected disruptions.

Know every change. Stay in control. Protect your CX.

The Power of Blue-Sky Snapshots During Traffic SpikesUnexpected traffic spikes can force contact centers to make quick c...
10/12/2026

The Power of Blue-Sky Snapshots During Traffic Spikes

Unexpected traffic spikes can force contact centers to make quick configuration changes. But how do you restore normal operations once the surge is over?

Pointel CMS helps you capture stable configurations with blue-sky snapshots and restore them when needed, reducing manual effort and supporting faster recovery.

Stay prepared for the unexpected. Keep your Genesys Cloud environment under control.

📩 [email protected] | 📞 +1 (732) 744-0440

Happy Columbus Day from Pointel!Today, we recognize the spirit of exploration, discovery, and new possibilities that con...
10/12/2026

Happy Columbus Day from Pointel!

Today, we recognize the spirit of exploration, discovery, and new possibilities that continue to shape our world. May this day inspire us to embrace new ideas, explore opportunities, and move forward with innovation and purpose.

Wishing everyone a meaningful Columbus Day!

What is CI/CD in Genesys Cloud? A Simple GuideCI/CD helps contact centers automate the process of testing, validating, a...
10/07/2026

What is CI/CD in Genesys Cloud? A Simple Guide

CI/CD helps contact centers automate the process of testing, validating, and deploying changes—making updates faster, more consistent, and less dependent on manual work.

With Pointel’s Change Manager for Genesys Cloud, teams can streamline deployment workflows, improve control, monitor changes, and support faster releases.

Automate deployments. Reduce risk. Accelerate innovation.

📩 [email protected] | 📞 +1 (732) 744-0440

The Future of Automated Contact Center TestingAs contact centers become more complex and omnichannel, traditional manual...
10/05/2026

The Future of Automated Contact Center Testing

As contact centers become more complex and omnichannel, traditional manual testing is no longer enough. Organizations need faster, repeatable, and reliable ways to validate every customer interaction.

STAMP (System Test and Monitoring Platform) automates end-to-end testing across IVR, voice, email, chat, SMS, web, and backend systems. From functional and regression testing to load, stress, and 24/7 heartbeat monitoring, STAMP helps teams detect issues early and deploy with confidence.

Test smarter. Detect issues earlier. Deliver better CX.

📩 [email protected] | 📞 +1 (732) 744-0440

The Cost of System Silos in Contact CentersDisconnected systems can slow down contact center agents, forcing them to swi...
09/30/2026

The Cost of System Silos in Contact Centers

Disconnected systems can slow down contact center agents, forcing them to switch between Genesys and ServiceNow, search for customer information, and manually update records. This can lead to longer handling times, repetitive work, and a less seamless customer experience.

Pointel’s Genesys Adapter for ServiceNow brings both platforms together through a unified agent desktop, giving agents quick access to customer and interaction information while streamlining workflows and reducing screen switching.

Break down system silos. Simplify agent workflows. Deliver better CX.

📩 [email protected] | ☎ +1 (732) 744-0440

Unified Customer View Across Voice & Digital ChannelsCustomers move between voice and digital channels—and they expect e...
09/28/2026

Unified Customer View Across Voice & Digital Channels

Customers move between voice and digital channels—and they expect every interaction to feel connected.

With Pointel’s Genesys Adapter for Oracle CX Cloud, agents can access customer information, interaction history, and relevant context through a unified desktop experience.

From phone calls to email, chat, and SMS, customer interactions can be brought together to help agents:

✔ Access customer context faster
✔ Reduce repetitive questions
✔ Deliver more personalized conversations
✔ Streamline workflows across channels
✔ Provide consistent customer experiences

When agents have a complete view of the customer, every conversation becomes more informed, efficient, and meaningful.

Connect your customer data. Empower your agents. Deliver better CX.

📩 [email protected] | 📞 +1 (732) 744-0440

What Agents Love About Genesys Adapter for SalesforceAgents need to focus on customers—not on switching between applicat...
09/23/2026

What Agents Love About Genesys Adapter for Salesforce

Agents need to focus on customers—not on switching between applications.

With Pointel’s Genesys Adapter for Salesforce, agents can work more efficiently with a connected Genesys Workspace and Salesforce experience.

✨ What makes the difference?

🔹Instant customer context with screen-pop capabilities
🔹Less application switching with unified Genesys and Salesforce workflows
🔹Automatic activity creation to reduce manual data entry
🔹Click-to-call directly from Salesforce
🔹Synchronized customer information for faster access to relevant data
🔹Centralized configuration for a streamlined agent experience

Less time navigating systems. More time helping customers.

Empower your agents with the information they need, when they need it.

Inside CXi: Features That Transform IVR AnalyticsGet deeper insights from every IVR interaction with Pointel CXi.🔹 Prebu...
09/21/2026

Inside CXi: Features That Transform IVR Analytics

Get deeper insights from every IVR interaction with Pointel CXi.

🔹 Prebuilt & custom reports
🔹 Easy dashboards & visualizations
🔹 Customer journey tracking
🔹 Drill-down analysis
🔹 Flexible filters & metrics
🔹 Scheduled reporting

Turn IVR data into actionable insights and smarter decisions with CXi.

📩 [email protected]

Why Survey360? Speed, Simplicity, and Insights.Customer feedback shouldn’t be complicated or time-consuming.With Pointel...
09/16/2026

Why Survey360? Speed, Simplicity, and Insights.

Customer feedback shouldn’t be complicated or time-consuming.

With Pointel Survey360, you can:

⚡ Deploy Faster – Get your survey solution up and running in typically 1–2 weeks.

🎯 Keep It Simple – Create, test, and manage surveys through an easy point-and-click interface.

📊 Gain Actionable Insights – Capture customer feedback, identify trends, and uncover opportunities to improve CX.

Turn customer feedback into smarter decisions with Survey360.

🏆 Awarded Best Innovation Technology of the Year 2022 by Contact Center World.

Address

1941 Oak Tree Road
Edison, NJ
08820

Opening Hours

Monday 9am - 6pm
Tuesday 9am - 6pm
Wednesday 9am - 6pm
Thursday 9am - 6pm
Friday 9am - 6pm

Telephone

+17327440440

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