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Pointel has been working with Genesys products for the past 7 years and have about 70,000 man hours of experience on various Genesys products. These services range from building custom IVR drivers to building cradle-to-grave reports. Pointel has interfaced Genesys with Avaya (G3, S8xxx series), Nortel (Meridian, Symposium 4.0, 4.2, 5.0, DMS), Aspect, Cisco (Call Manager 4.0, 4.1), Alcatel (A4400), Siemens (HiCom 300H), Rockwell Spectrum and Mitel switches. Please see a list of Genesys consulting that Pointel specializes in.

Genesys Voice Platform (GVP): Pointel has done numerous GVP implementations from provisioning to performance tuning. Pointel has performed GVP - Sizing, Installation (Installing dialogic boards, GVP- EE and GVP-NE), Voice application development, GVP dialog level reporting (Custom reporting), integration with legacy applications like AS/400, Mainframe and other back office systems to enable voice self-service.

Genesys Routing Solution (ERS and NRS): Pointel has built Genesys routing solutions at the enterprise/network levels for fortune 2000 customers. One of Pointel's customer handles about 800,000 calls per day using Genesys network routing solution. These solutions range from simple queue based call routing to advanced service level routing to manage service levels. Pointel has done Queue, Agent Group and Skill based routing for various ACDs at Enterprise level. Pointel has implemented Genesys routing to distribute load across multiple sites and follow-the-sun style routing for global enterprises.

Genesys Outbound Solution (OCS): Pointel has implemented Genesys Outbound solution in Progressive, Predictive and Preview modes. Implemented services ranging from extracting data from legacy system / CRM (Back office systems/Front office systems) for creating calling list to producing daily collection/conversion rate reports. Some of the features Pointel has implemented using Genesys Outbound solution are listed below
  • Time zone based calling to maximize hit rate.
  • Do-not-call lists to abide by local and federal rules on solicitation.
  • Quick exclusion from calling list for disaster areas codes.
  • Personalized and Group based scheduled callbacks.
  • Reminders and visual clues in advance for agents for scheduled personalised call backs.
  • Adaptive call list cleansing to improve efficiency.
  • Screen-pop with customer data along with the call.
  • Automatic voicemail and other SIT tone detection to apply treatments.
  • Automatic pre-recorded voicemail treatments using GVP.
  • Automatic outbound calls to notify alerts.
Whether you are implementing Genesys outbound solution to improve your agent efficiency or your business is outbound calling, we can assist you to achieve your business goals.

Genesys Multi-channel Routing Solution (MCR) and Open Media: Providing freedom to customers to choose the media to interact is not only better customer service but also an important competitive advantage to customer centric business. Pointel has implemented email, chat, fax, SMS and custom media types (web forms, service requests, cases/tickets) for leading business. We have implemented the above media types either as a point solution or to complement telephony interactions. Other media types not only improves and evens-out your agent efficiency but also provides accessibility to your business. We have implemented web media types (email, chat, .) in other Asian languages and fully understand issues related to different language types.

Genesys SIP Solution: Pointel has implemented Genesys SIP solution in B2BUA and softswitch configurations. Whether you are looking to implement Genesys SIP solution in your lab to test it or planning for a migration path from traditional telephony infrastructure, Pointel can assist you. Pointel fully understands the advantages and disadvantages of open IP solutions and can assist you in making the correct IP infrastructure decision.

Genesys Desktop/Screen-Pop Solution: Providing all the tools to agents will greatly increase first call resolutions and enhance customer experience. Pointel has integrated over 300 different software with Genesys SDKS at the desktop to provide a unified desktop solution. Pointel has used Agent Interaction SDK, Configuration SDK, Statistics SDK, Open Media SDK and Outbound contact SDKs for building Genesys Agent Desktop applications. Pointel has also used Universal SDKs and Platform SDKs (pre-built Application Blocks) to interface with Genesys solutions. Pointel has pre-built code and utilities that can reduce the risk and effort in integrating with legacy applications or building a Genesys desktop from the start. Pointel offers pre-built Genesys Dekstops (Softphones) that are .Net, Java and ActiveX based. These Softphones offer all the basic functionalities like Login, Logout, Ready, Not Ready, etc along with integration with standard applications like Clarify, Attachmate, Reflections and others.

Genesys Reporting Solution (CCPulse / CCA / CallCon and Infomart ): Realtime and historical Reports provide a window to your contact center. Pointel fully understands that accurate reports are the first step in measuring and planning for improvements. Pointel has Installed, configured and customized Genesys realtime reporting using CCPulse. Pointel has also implemented custom real-time reports by blending interaction data (Number of inbound calls, Number of outbound calls, etc) from Genesys with the business data (Cases, Total Amount collected, Successful Contacts Made, Leads converted, Number of First Resolution calls, One-and-Done calls .. ). Pointel has worked on several implementations installing, configuring, customizing/writing custom reports from Genesys historical reporting packages like CCA, CallCon and InfoMart. Pointel has also built Custom ETL from Genesys Datmart, Callcon and Informart databases. Our consultants have expertise in Hyperion(Brio), Business Objects and Crystal Reports to build report presentation layer based on your enterprise standards.

Genesys Upgrade Services: Pointel has worked with Genesys Products from version 5.0 to 7.1. Pointel follows a unique methodology and process to upgrade your Genesys infrastructure. Pointel has successfully performed several upgrades over the last seven years. Pointel has performed at least over 10 upgrades from version 6.x to 7.1. Pointel can offer free assessment on the cost and risk for your Genesys infrastructure upgrade. Please contact one of the Pointel representatives to get a free assessment.

Performance Tuning and Health Checks: Pointel recognizes that your contact center constantly changes to adapt to your business needs and changes. Statistics and surveys show that preventive maintenance and proactive health checks can greatly reduce down times and improve overall performance. Pointel can perform health checks and performance tuning based on its several Genesys contact center implementations to enable your contact center infrastructure to perform optimally.
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