Company Overview
Pointel, a certified Genesys partner, enhances customer experience through world-class contact center solutions. They specialize in creating a seamless customer journey by offering innovative, customized solutions for specific business needs. The company is headquartered in Edison, NJ. Contact details include Phone: 732-744-0440, Fax: 732-744-1410, and Email: [sales@pointel.com](mailto:sales@pointel.com).
Services and Solutions
Pointel offers diverse services to optimize contact center operations:
- IVR Provisioning and Application Development: This includes the installation, configuration, and integration of Interactive Voice Response systems, facilitating robust self-service.
- Enterprise Routing: Custom solutions aimed at enhancing resource optimization and customer interaction.
- Business Intelligence and Report Development: Utilizing tools like Tableau and Informatica for data analytics, providing insights tailored to individual client needs.
- Ongoing Support and Maintenance: Offering pre/post-deployment assistance and 24/7 operational support to reduce costs.
- Performance Tuning and Health Checks: Conducting regular assessments to ensure alignment with evolving customer experience goals.
- Outsourcing Offerings: Providing cost-effective service delivery through offshore capabilities, maintaining efficiency.
Pointel emphasizes the implementation of Genesys solutions, along with Contact Center Testing, Dynamic Contact Center Management, and Analytics services. Their portfolio features specialized tools such as Configuration Management Solution (CMS), Genesys Adapters for CRMs, and CMS Audit & Alert.
Leadership and Key Personnel
Hariharan Kumaraswamy
Director, based in Edison, NJ. He manages operations at Pointel and has a background that includes roles at Vonage, playing a pivotal role in directing strategic projects.
Mark English
Senior Account Executive and Sales Manager in Jonesborough, TN. He is essential in client relations and business development at Pointel.
Greg Miller Jr
Sales Manager, located in Louisville, KY. He is responsible for supporting business expansion and managing sales operations.
Strategic Positioning
Pointel has built a robust framework over 16 years of industry experience in contact center implementations, ensuring they remain at the forefront of customer experience solutions. Their strong partnership with Genesys, combined with their comprehensive service suite, positions them as a leader in the contact center solutions space.
Competitors Overview
Pointel competes within the customer management and configuration management software sectors against a range of companies and software solutions.
Primary Competitors
1. YantraNet
- Focus: Digital signage and IoT solutions.
- Location: Branford, Connecticut, USA.
- Offerings: IoT platform management, digital signage, remote device management.
- Achievements: Deployment of over 8,000 screens internationally, serving clients like Hyundai and P&G.
2. Silver Egg Technology
- Focus: AI-based web marketing services.
- Location: Osaka, Japan.
- Offerings: AI-powered recommendation systems for web marketing.
- Leadership: Thomas Foley, President & CEO, an AI consultancy and digital control systems expert.
3. IAdea
- Focus: Digital signage media appliances.
- Location: Taipei, Taiwan.
- Offerings: Digital signage systems, enterprise room booking panels.
4. APC by Schneider Electric
- Focus: Electrical equipment and IT physical infrastructure.
- Parent Company: Schneider Electric.
- Offerings: Uninterruptible power supplies, data center solutions.
5. Bright Pattern
- Focus: Cloud contact center software.
- Location: Pleasanton, California, USA.
- Offerings: Omnichannel contact center solutions with AI capabilities.
- Leadership: Michael McCloskey, CEO & President, experienced in tech leadership roles.
Alternative Software Solutions
- For Business Networks: Solutions like JustCall, Zendesk Suite, and Bitrix24 enhance customer communication.
- For Configuration Management: Tools like Ansible and Puppet Enterprise are popular for automating configuration management.
Comparison Insights
Pointel’s main competitors include established IT service providers and specialized technology companies focusing on omnichannel communication and enterprise digital solutions. Each competitor brings unique technological advancements and market presence, creating challenges to Pointel’s market positioning. Understanding these competitors is crucial for Pointel to strategize effectively, identify expansion opportunities, and align sales efforts with market dynamics.
