ProtoCall One launches contact centre audit service for Genesys customers - PULSE!

  • Enables managers to identify and correct impending problems to secure and maintain the very best customer interaction
  • Modular approach spotlights specific areas for performance improvement

LONDON - October 30th, 2007 - ProtoCall One, the UK's premier systems integration consultancy for the contact centre industry, has launched PULSE!, a sophisticated contact centre audit service specifically developed for Genesys customers. ProtoCall One is widely recognised as the top Genesys-dedicated specialist professional services and support organisation for Genesys industry-leading contact centre solutions. Its new audit programme allows managers of Genesys-based customer contact platforms to make informed decisions about changes in process, technology or staffing to help them to identify practical steps to form a co-ordinated plan to secure and maintain improved customer interactions.

The PULSE! audit comprises a programme of modular services which can take from one to four days to complete, which examine Workforce Management, Market Intelligence & Analytics, Customer Experience and Customer Interaction Management. The audit will enables contact centre managers to identify disjoins in the customer experience and to apply the correct remedy at the appropriate points of interaction across the company's contact centre. A ProtoCall One consultant is on-site during the audit process to help identify and analyse such disjoins and provide a full understanding of how they impact customers. The consultant can then advise on changes to help clients build a contact centre that delivers optimum performance, cost advantages and best-in-class customer experience.

"The contact centre industry is a very competitive marketplace where customer service has become a crucial differentiator for businesses," commented Faraz Khan, Business Development Director, ProtoCall One. "Companies have implemented a variety of solutions to address their customer service provision - but still only a few are using the technology to its full potential. With PULSE! Genesys users can examine the overall running of their contact centres for optimum efficiency and to look at ways to ensure their customers have the best possible experience."

A modular approach
Each of the four PULSE! modules spotlight specific areas of a company's contact centre solution performance. The PULSE! modules cover:

  • Workforce Management - to help businesses optimise agent productivity, as well as create new motivational strategies for people and management
  • Market intelligence & Analytics - to ensure that this information is shared among the individuals within an organisation that require contact centre information in order to make informed decisions
  • Customer experience - for customers using Genesys Interaction Routing users, the audit provides a sophisticated and rich business rules-driven approach that enables companies to ensure call flows are as efficient as possible
  • Genesys Customer Interaction Management (CIM) audit - provides regular checks and assessment to ensure CIM's suite of applications enable the most complete contact centre functionality possible

Protocall One believes that organisations taking up its PULSE! assessment service and applying the recommended actions can expect to benefit from:

  • Dramatic improvement in average handle times, call routing and call resolution
  • Reduction in call abandon rates
  • Reduction or removal of default routing
  • Dramatic reduction in administration by smarter use of Genesys Call Routing
  • Ensuring there are no dead ends in the call flow
  • Ensuring errors are handled effectively with least disruption to the customer

About ProtoCall One
ProtoCall One is the UK's premier systems integration consultancy for the contact centre industry. It is the leading independent advisor to the country's top telecommunications service providers, helping them develop advanced network-based solutions for large contact centres. It is also widely recognised as the 'Number One' professional services and support organisation for the industry-leading Genesys Call Centre Solutions.  ProtoCall One helps organisations to identify and resolve the technical and business issues involved in integrating contact centres into mainstream business processes, with a strong focus on financial services, telecommunications, travel and public sector markets. Additional information is available at www.pc-1.co.uk or for more information please contact:

Cynthia Thompson
Marketing Manager
ProtoCall One
Tel: 0870 204 2613
cthompson@pc-1.co.uk

Caroline Addy
IBA, PR for ProtoCall One
Tel: 01780 721433
caddy@iba-europe.com

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