Pointel

A customer calls support for help with an ongoing issue.

But instead of getting quick assistance, they’re transferred between agents, asked to repeat information, and left waiting while systems load and records are searched manually.

Frustration grows with every minute.

Now imagine the same interaction with Pointel’s Genesys Adapter for ServiceNow.

✅ One unified desktop
✅ Instant customer context
✅ Faster resolutions
✅ Better customer experiences

That’s the difference between disconnected systems and connected customer experiences.

Every customer interaction has the power to strengthen loyalty — when agents have the right tools.

From frustration to resolution — Pointel helps agents deliver seamless CX.

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

From IVR/IVA Data to Business Decisions: The CXi Advantage

Every customer interaction in your IVR/IVA contains valuable insights.
The challenge is turning that raw data into meaningful business decisions.

With Pointel CXi – Customer Experience Insights, contact centers gain complete visibility into customer journeys and IVR/IVA performance through actionable analytics.

🔍 Identify bottlenecks and call drop points
📈 Analyze customer behavior and interaction trends
🚀 Optimize self-service flows and call containment
📊 Make data-driven decisions that improve CX and operational efficiency

CXi transforms IVR/IVA data into intelligence that helps businesses enhance customer satisfaction, reduce operational costs, and improve contact center performance.

Turn insights into action with CXi.

📩 Contact us for a demo: [email protected]

Are You Using Customer Feedback as a Competitive Advantage?

In 2026, customer feedback is no longer just a metric—it’s a growth driver.

If you're still relying on delayed insights, you're already falling behind.

In our latest blog, discover how to:
🔹 Turn real-time feedback into actionable insights
🔹 Identify CX gaps before they impact your business
🔹 Build a closed-loop feedback system
🔹 Use Survey360 to drive smarter decisions

🏆 Featuring Survey360, awarded Best Innovation Technology of the Year 2022 by Contact Center World

👉 Read the full blog: https://www.pointel.com/make-customer-feedback-your-competitive-edge-in-2026/

Make Customer Feedback Your Competitive Edge in 2026 - Pointel - Contact Center Solutions and Services In 2026, customer expectations aren’t just rising—they’re evolving in real time. Every interaction, every touchpoint, and every conversation shapes how

How Real-Time Adjustments Help Achieve Service Level Objectives

In today’s fast-paced contact center environment, unexpected call spikes, staffing shortages, and sudden operational changes can quickly put your SLAs at risk.

That’s why real-time operational control is essential. With Pointel’s Dynamic Contact Center Manager (DCCM), your operations team can instantly adjust routing, agent skills, queues, and load distribution — without waiting on lengthy technical processes.

DCCM helps organizations:
✅ Maintain SLA targets
✅ Reduce customer wait times
✅ Minimize abandonment rates
✅ Improve customer experience

When every second matters, real-time agility can be the difference between missed targets and exceptional service.

🚀 Empower your team to adapt faster and deliver better CX with DCCM.