Pointel

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 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 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 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 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 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.

What Is Contact Center Disaster Recovery?

Disruptions can happen anytime—from natural disasters and regional outages to cyber threats and system failures.

Contact Center Disaster Recovery helps businesses quickly recover operations and continue serving customers with minimal disruption.

With CCaaSSync, businesses can benefit from:
🔹 Cross-region high availability
🔹 Rapid recovery
🔹 Seamless synchronization
🔹 Business continuity
🔹 Ransomware protection

Prepare today. Stay connected tomorrow with CCaaSSync.

How DCCM Helps Contact Centers Achieve SLA Targets Faster

Call spikes, staffing changes, and unexpected disruptions can quickly put SLA targets at risk. Pointel DCCM gives operations teams real-time control to adjust routing, queues, load distribution, and agent skills—helping reduce delays, improve service levels, and deliver better CX.

Respond faster. Meet SLAs. Deliver better experiences with DCCM.

Happy Labour Day! 👷‍♀️👷‍♂️

Today, we celebrate the dedication, hard work, and contributions of every individual who helps build a better future.

At Pointel, we believe that people are at the heart of every innovation and success. Your commitment, passion, and perseverance inspire progress every day.

Here’s to the hands that build, the minds that innovate, and the people who make a difference.

Wishing everyone a safe, meaningful, and Happy Labour Day!

✨ What an incredible experience at Genesys Xperience 2026! ✨

As Genesys Xperience 2026 comes to a close, the Pointel team looks back with gratitude, inspiration, and great memories from an incredible event.

A huge thank you to Genesys for bringing together such a remarkable community of customer experience innovators, technology leaders, partners, and industry experts. It was truly a great experience to be part of this event and connect with the people shaping the future of CX.

From the powerful keynote sessions and valuable industry insights to the meaningful conversations and insightful meetings with global leaders from organizations across industries, every interaction gave us new perspectives on where customer experience is heading.

To our customers and everyone who visited the Pointel booth — thank you!

Your conversations, questions, ideas, and enthusiasm made the event truly special. We loved showcasing our solutions, exchanging ideas, and exploring how we can continue helping organizations create smarter, more connected, and more impactful customer experiences.

We’re returning from Xperience 2026 with new connections, fresh ideas, valuable insights, and even greater excitement about the future of CX.

Thank you, Genesys, for an unforgettable experience — and thank you to everyone who made it a great success for Team Pointel!

Until the next one! 🚀

Pointel — Powering Better Customer Experiences.