ProtoCall One History
ProtoCall One was established in October 2003 by
Faraz Khan, Osman Ali and Simon Gresswell - a core management team who have overseen the growth of company. The company focus is on providing systems integration and technical consultancy services using Genesys contact centre solutions. Genesys continues to deliver the market leading software platform that helps contact centres manage their entire customer experience no matter what channel the customer chooses, delivering superior customer service at a lower cost.
In our early years, Genesys was typically used by the larger enterprise level contact centre which often required a good deal of configuration and customisation effort. As a result, ProtoCall One developed a diverse team of technical consultants and engineers that provided in-depth Genesys solution expertise and technical excellence. Key business partners established during this period included BT and Cable & Wireless (now Cable & Wireless Worldwide), with ProtoCall One quickly becoming the ‘go to’ team that worked as the primary delivery partner on mission-critical contact centre projects for the likes of
Centrica, TUI Group and the Department of Work & Pensions.
The next stage of our evolution was to develop a dedicated support helpdesk for resolving Genesys platform incidents. Providing 24x7 support was made possible by the establishment of an office in Sydney Australia provising a ‘follow-the-sun’ capability for our customers. Later we enhanced our Genesys relationship by becoming a systems reseller providing software products to our direct.
Being in a unique position of having the strongest Genesys-software capabilities in the UK we have gone on to develop
G-Cloud™, the UK'sfirst and only Genesys software based
hosted contact centre service, which delivers
Multi-channel Communications, Workforce Optimistion, Self-service,
Performance Analytics and
Outbound Dialling functionality. Our goal, and one in which we have suceeded, was to develop a unique and innovative way for call centres to harness the power of Genesys.
Through this focus we have been able to grow consistently and profitability over the past eight years – even posting double digit growth results throughout the recent recessionary period. A 'safe pair of hands' for our customers who trust us to help improve and develop their contact centre opererations.
Key milestones
- October 2003: ProtoCall One founded
- August 2004: First major Hosted Genesys project with BT Wholesale
- August 2005: Signed Genesys Interacts partnership agreement
- October 2005: Secure first direct support agreement with Cable & Wireless on its hosted Genesys platform
- October 2006: Set up a dedicated Genesys support service & help desk
- March 2007: ProtoCall One Australia incorporated
- November 2007: Inaugural ProtoCall One Genesys Workforce Management User Group
- January 2010: Company announces record 30% 2009 year-on-year revenue growth
- May 2010: Industry guru Mike Havard appointed as Board Advisor
- January 2011: Set-up development and support centre in India
- March 2011: Launched Live Manual™, Genesys advice and mentoring service
- June 2011: Launched G-Cloud™, UK's only hosted, Genesys based, contact centre solution
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