Pointel

05/27/2026

🚀 Supporting Agile & DevOps in Contact Centers with STAMP

Modern contact centers move fast — deploying updates, integrations, and new customer experiences continuously. But speed without proper testing can lead to disruptions, downtime, and poor CX.

That’s where STAMP (System Test and Monitoring Platform) helps.

STAMP automates end-to-end contact center testing, enabling Agile and DevOps teams to validate every interaction before deployment.

✅ Automated functional & regression testing
✅ API-driven testing for CI/CD pipelines
✅ Real-world load & stress simulations
✅ Continuous heartbeat monitoring
✅ Faster releases with reduced risk

With reusable test plans, real-time monitoring, and DevOps-ready automation, STAMP helps teams deploy confidently while maintaining exceptional customer experiences.

Test faster. Deploy smarter. Deliver flawless CX.

📩 [email protected] | 🌐 www.pointel.com

05/25/2026

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

05/25/2026

Today, we honor and remember the brave men and women who made the ultimate sacrifice in service to our nation.

This Memorial Day, Pointel pays tribute to the courage, dedication, and selflessness of our fallen heroes. Their legacy inspires us to value freedom, unity, and service every day.

Wishing everyone a meaningful and peaceful Memorial Day.

05/20/2026

Single Desktop, Smarter Agents: The Productivity Advantage

Agent productivity suffers when teams constantly switch between multiple systems to find customer information. Every extra click adds time, effort, and frustration—for both agents and customers.

With Pointel’s Genesys Adapter for Oracle CX Cloud, agents get a unified desktop experience that brings customer data, interaction history, and omni-channel communications into one place.

✅ Faster access to customer information
✅ Reduced screen switching
✅ Streamlined workflows
✅ Faster resolutions and better customer experiences

When agents have everything they need in a single interface, they can focus on what matters most—delivering exceptional customer service.

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

05/18/2026

Every time agents switch between applications, productivity drops.

Searching for customer details across disconnected systems increases handling time, slows resolutions, and creates frustrating customer experiences.

With Pointel’s Genesys Adapter for Salesforce, agents can work from a unified environment where Genesys Workspace and Salesforce automatically synchronize in real time.

Eliminate unnecessary switching and empower agents with:
✅ Instant access to customer information
✅ Automatic activity synchronization
✅ Faster call resolution
✅ Reduced manual effort
✅ Improved customer satisfaction

When agents spend less time navigating systems, they spend more time delivering exceptional customer experiences.

05/13/2026

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]

05/11/2026

How do you maintain strong access control across multiple systems without complexity?

In today’s contact centers, agents work across platforms like Genesys Cloud, Amazon Connect, Salesforce, and more. Managing access manually across these systems leads to inconsistencies, security gaps, and operational delays.

Access360 simplifies and strengthens access control by automating identity management across your entire ecosystem.

How Access360 helps:

✔️ Centralizes access across multiple platforms
✔️ Automates onboarding, role changes & offboarding (MACDs)
✔️ Ensures consistent, role-based access control
✔️ Provides detailed audit trails for compliance
✔️ Offers near-real-time visibility into user activity
✔️ Reduces errors and improves security posture

The result?
🔐 Stronger security
⚡ Faster provisioning
📊 Better compliance and control

Take the complexity out of multi-system access management with Access360.

05/06/2026

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/

In 2026, customer expectations aren’t just rising—they’re evolving in real time. Every interaction, every touchpoint, and every conversation shapes how

05/04/2026

How CCaaSSync Ensures Business Continuity 24/7

In today’s always-on world, even a few minutes of downtime can impact customer experience, revenue, and brand trust.

That’s why businesses rely on CCaaSSync to keep their contact centers running—no matter what.

🚀 Here’s how CCaaSSync ensures uninterrupted operations:

✔ Cross-Region High Availability – Stay live even if one region fails
✔ Rapid Failover – Instantly switch to backup infrastructure
✔ Real-Time Synchronization – Keep environments always up-to-date
✔ Ransomware Protection – Safeguard operations from cyber threats
✔ Cost-Effective DR – Enterprise-grade resilience without heavy costs

💡 Whether it’s a natural disaster, outage, or cyberattack—your customer experience stays uninterrupted.

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

04/27/2026

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.