Case Studies:


Cisco Unified Contact Centre Express & Collaboration Case Study with Fonds Finanz

This German insurance company created a self-funded collaborative service and sales platform, improving productivity and customer experience. Explore the challenge, solution and results that they achieved in this inspiring case study. Download the written case study and watch the video case study here.


Opus Research - Cloud Contact Centres - Beyond the Checklist

This white paper looks at the trends that are driving the evolution of cloud-based solutions, examines how the traditional checklist for evaluating cloud contact centres has become inadequate, and introduces 10 new attributes to consider for selecting your cloud-based contact centre.


Cisco - Top Ways to Improve Contact Center Performance

Recent studies have demonstrated a positive relationship between the implementation of advanced technology in contact centers and increased caller satisfaction. For example, advanced call handling techniques reduce average queue time by anywhere from 12 to 43 percent. Calls per hour per agent improved 6 to 18 percent. And self-service options were shown to increase satisfaction among the least satisfied callers from 39 to 66 percent. In this paper, you will learn more about the ways in which advanced technology is transforming contact center productivity.


Tomorrow's Contact Centre Survey Report

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert the importance of customer experience over all.


Cisco - Consumers are Ready Infographic

Customers now communicate across multiple emerging channels and devices. This isn’t a vision of the future – it’s happening right now. The research shows that customers have and are in love with the technology


Delivering Value through Managed Services

A case study for managing a Genesys Contact Centre solution: Driving growth, innovation and reducing costs through Application Development and Application Management with ProtoCall One. The client (top 10 on Global Fortune 500 companies) delivers energy products and services around the world. Their operations require marketing, sales, ordering process, emergency enquiries and support, technical support, loyalty payments, and various other programmes that they run for their B2B and B2C customers.


Total Economic Impact Report

The Total Economic Impact of the Genesys Omnichannel Engagement Centre Solution. A Multi-Company Cost Savings and Business Value Analysis for Enterprises. Enterprise customers are driving 158% ROI with a 12.8 month payback. Get the Forrester Study and learn how to evaluate the financial impact of your omnichannel engagement center investment.


Cisco & Specsavers a World-Class Optician - Customer Case Study

In this Case Study see how Specsavers transforms its contact centre operations, growing customer loyalty and achieving 20 percent increase in capacity. The Challenge was to reinforce Specsavers’ market leadership, brand values, and competitive differentiation. To increase customer loyalty and retention through improved customer service and sustain growth plans and strengthen the company’s business model.


Contact Centre Technology - When a hosted solution works best

As companies look for flexibility to extend their technology capability to support multi-channel contact centres, consideration is being given to the merits of moving these applications to the cloud. This white paper compares the factors that should be included within a TCO (Total Cost of Ownership) analysis between on-premise and cloud based deployment models, regardless of whether the strategy for contact centre operational management is to insource or to outsource.


The 2013 Multichannel Survey - The Naked Truth

Investment Lacking in Mobile Customer Service Apps. Research by, in association with ProtoCall One and Genesys, reveals that 80.7% of contact centres don’t have a mobile customer service application. With 60% of UK residents owning a smartphone by January 2013, contact centres are seriously missing out on an opportunity to get closer to their customers.


Ending the Multichannel Frustration

Today, the gap between a customer’s expectations and the service they receive is huge. Customers are increasingly knowledgeable about the products they use, and demand value-added, personalised customer service in real-time, using voice, text-based media types like email and chat, and social media. They are quick to voice their disappointment of poor customer experiences which are amplified by social media and can lead to brand erosion and customer defection.


Eircom - Integration key to improved customer experience

To improve customer service, Eircom sought to consolidate its call centres. Following this, the first step to improving the customer journey was a Genesys IVR driven by a SpeechStorm business application server, with contextual awareness to auto-adjust customer options. This was important in clearing the self-service clutter but it needed integrating with the CRM system — and inbound and outbound voice and email had to be brought together.


Cisco - Delivering what Customers Want Infographic

Customers behaviours, needs and expectations are dramatically changing – if your contact centre is not, then you are most certainly falling behind in delivering the right customer experience.


Cisco The Three Waves Best Practice Guide

Recent studies have demonstrated a positive relationship between the implementation of advanced technology in contact centres and increased customer satisfaction.


ProtoCall One G-Cloud Hosted Genesys Contact Centre Service White Paper

When seeking to overcome financial constraints by offering zero-CAPEX up-front cost, does the current functionality now available from multi-channel hosted system vendors really meet the needs of contact centres? Paul Weald, Strategy Director weighs up the arguments to see how the latest Genesys hosted solution will ride out the storm.


Cisco Collaboration Architecture helps Buckinghamshire New University

In the past, isolated private branch exchange (PBX) systems made it difficult to transfer calls, or to leave messages between campuses. Now one unified system allows staff to manage all their communications from one screen. Even voicemails left on a person’s Cisco IP phone are automatically forwarded as an email to his or her PC. The result is faster response times to student or staff enquiries. Read about the Cisco Collaboration and Contact Centre Solution in this thought provoking case study.


Current and Future Trends in the Contact Centre 2013

The contact centre industry continues to change. With customer experience becoming the main differentiator for businesses, more than ever the key factors that are on the agenda for future development are people, processes and technology. With budgets remaining tight, the challenge is justifying the changes and proving the ROI. Find out the full results here......


Provident Financial Contact Centre Helps Lender Change with the Times

The so-called Satsuma Loans lending operation launched in October 2013 with a dedicated contact center team. Within six months, 1,000 Satsuma calls a week were being taken, in addition to the one million calls handled by the rest of the business. This level is expected to rise to 1,000 calls a day by the end of 2014, as more people get in touch via the website and ring up to pay by card. The latter option is already one of the main sources of incoming calls across Provident Financial and is something the lender is thinking of offering on a self-service basis in future.


Cisco - Tomorrows Contact Centre Infographic

93% Of contact centre managers will make Customer Experience their #1 Priority, in many instances superseding cost reduction and operational efficiency. By end of 2015, UK Contact Centres video enabled, connect through smartphone apps, be socially engaged and embrace real-time chat!


Cisco - The Three Waves - Innovation in the Contact Centre

This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the UK contact centre industry since its inception in the mid 1980’s. Wave 1: Cost and Efficiency, Wave 2: The Customer Relationship, Wave 3: The Complete Experience


The NSPCC transforms ChildLine service into a true multi-channel service - Genesys Case Study

Read how ProtoCall One helped The NSPCC to transform ChildLine into a true multi-channel communications service allowing young people and children to engage with a virtual network of counsellors by telephone, email, text message, web chat and online collaboration.


The 2012 Multichannel Survey

Phones come first (but not yet mobiles), webchat on the rise, social media on the rise but not yet embraced, and less than a third of contact centres are able to move seamlessly between channels. These are just some of the findings from the latest Multichannel Survey from ProtoCall One and Genesys. Read the full report and get deeper insight into how the market is embracing these channels in their contact centres and customer experience programmes.


Cisco World-Class Experience in Multichannel Contact - Hilti Corporation

Hilti Corporation implemented Unified Contact Center and E-Mail Interaction Manager to merge voice, fax, and email contacts. Hilti Corporation develops, produces, and sells innovative services and solutions for the global construction industry. Headquartered in Schaan, Principality of Liechtenstein, the company employs approximately 20,000 people in more than 120 countries.


ProtoCall One - The Economical Contact Centre - eBook

Creating a cost-effective customer experience unmatched by competitors is an on-going challenge faced by every organisation. Fierce competition coupled with the current economic climate means that organisations have to rethink their existing contact centre policies and processes to reduce costs, improve agent productivity and increase revenue. If you want to change your contact centre from a cost model that is getting squeezed in every direction to a revenue model this eBook gives you great insight into the issues and solutions that can deliver better customer experience, value for money and revenue growth.


Cisco - Top ways to Optimise your Contact Centre Investment

The Dos and Don’ts for Contact Center Transformation! Improving the customer experience to strengthen loyalty is a top goal for global brands1. And because contact centers are typically a once-in-a-decade investment, the stakes are high. Picking the right platform and the right partner is proven to: • Improve customer satisfaction • Lower cost per call • Increase first contact resolution Make the wrong choice, and you risk losing customers and brand equity. This paper outlines what to do (and not do) when transforming your contact center.


Job Centre Plus applies Workforce Optimisation across its virtual contact centre - ProtoCall One Case Study

How ProtoCall One helped the Department of Work & Pensions to optimise the forecasting, scheduling and adherence of 5,900 agents across 31 sites to handle 17 million calls per year.


G-Cloud Hosted Genesys Contact Centre Service Fact Sheet

Now there really is a way to access completely flexible and scalable Genesys contact centre technology anytime, anywhere and anyplace. With no capital costs, no expensive hardware, software or specialist IT skills needed, G-Cloud, from ProtoCall One, allows you to tap into the most sophisticated functionality your operation is ever likely to need.


Cisco - Contact Centers Provide the Best Customer Experience for Business Success

As contact centres enter their fifth decade of existence, emerging technological, business, and customer experience factors require companies to rethink long-standing assumptions in the era of customer centricity. Key questions that these companies must consider include: ● What is different about the customer experience era? ● What key considerations should we make about our contact centre operations? ● How can we improve the customer experience in our contact centres and throughout our value chain? This white paper, intended for business decision makers, explores these questions and provides guidance on how businesses and organisations can effectively collaborate with their customers in the customer experience era.


ProtoCall One - Enriching the Contact Centre - eBook

How do you future-proof a contact centre? How do you make sure that your organisation is capable of continually providing your customers with the best possible service, regardless of the changes that lie ahead? Read this first eBook in a series of 4, covering the 4 E's of the Contact Centre to guide you through the issues.


Cisco - The Three Waves of Customer Care

This white paper, intended for business decision makers, describes the three major waves of innovation experienced in the customer care industry since its inception in the 1970s: ● Wave 1: Cost and Efficiency ● Wave 2: The Customer Relationship ● Wave 3: The Complete Experience Each of the waves is described in detail - including associated technologies, metrics, and trends - and recommendations are given for how businesses and organizations can take best advantage of the waves to cost-effectively deliver world-class customer care.


How Unilever brands exploit social media

Unilever is a world leading global FMCG business – with over 40 brands and 3,000 products – and is an early adopter of Social Media as a true business tool for facilitating a two-way exchange between a business and its consumers. Paul Weald, Strategy Director responsible for Customer Innovations at ProtoCall One, investigates how.


G-Cloud™ Hosted Genesys Contact Centre Service at-a-glance

Access world leading Genesys contact centre technology anytime, anywhere and any place G-Cloud™, from ProtoCall One. G-Cloud™ is the UK's only 'Genesys contact centre in the cloud' and comes in modules enabling Genesys functionality to suit your needs. Read about the service promise, what you can achieve with G-Cloud™, and its Return on Investment opportunity.


ProtoCall One - 7 Steps to a Gold Medal Customer Experience

ProtoCall One’s very own, Paul Weald, is a regular judge at the UK Customer Experience Awards, and in our latest publication he tells us about the types of activities that the award winners use to drive their customer experience programmes.


Cisco and Forrester - Next-Generation Contact Centers Must Become Relationship Platforms

With the advent of social computing technologies like blogs, online ratings and reviews, wikis, microblogs, and internet-based communities, customers are able to rapidly and widely share their opinions about products and service experiences and wield influence over the reputation of corporate brands more than ever before. Customers now control your brand. Cisco Systems commissioned Forrester Consulting to evaluate the future evolution of the “next-generation” contact center in light of the need to support multimodal customers and keep pace with the changing technology landscape.



The USERS of Workforce Management solutions have different requirements that need to be provided for in an integrated environment to enable CLEAR VISIBILITY AND INSIGHT. Read this eBook to understand the 7 Key Capabilities for a powerful WFM Solution.


Cisco - The Collaboration Imperative

Executive Strategies for Unlocking Your Organisation’s True Potential. Improved collaboration represents the best opportunity for business leaders to tap the full range of talents of their people, move with greater speed and flexibility, and compete to win over the next decade. But building a collaborative organisation requires a transformative approach to culture, processes, and technology - along with an unwavering commitment from top to bottom. Leaders who encourage change on all three fronts will be rewarded with an energised organisation that can adapt quickly to changing markets and deliver results by: ● Fostering a culture that encourages collaborative behaviors ● Putting processes in place to help people work better together ● Assembling a portfolio of integrated technologies that facilitate collaboration.



Three Capabilities Every Speech and Text Analytics Solution Should Offer - download this ebook to discover more....


Genesys - Intelligent Digital Engagement

Would you let 4000 customers a week pass through your store with no customer service agents available to help guide their purchasing decision? An Asia-Pacific insurance company recently reported that they record over 4000 online customer transactions a week with only 20% of these resulting in a purchase. Of the remaining 80% , a small portion may account for lost sales due to comparative browsing, but the majority are, in fact, a hidden opportunity.



The purpose of this white paper is to discuss the challenges retailers are experiencing through disjointed channels, and the critical factors to consider in any solution addressing customer experience in this brave new world.


Genesys - Top 5 ways to enhance CX through your Mobile channel

Customer Experience (CX), satisfaction and loyalty increases when customer effort during critical touchpoints goes down. The best way to reduce effort is by meeting and supporting customers where they are always present. More than ever, that is on their mobile devices. This paper will highlight several important ways to enhance CX through common interactions involving existing and planned mobile applications and websites.


Genesys -Best Practices for Improving Back Office Workforce Efficiency

In today’s highly transparent business environment, good customer service has become a business imperative. A single disgruntled customer on social networks can cause significant damage to your brand, while superior customer service is often a competitive differentiator. According to research, 70% of customers report that they have ended a relationship due to poor customer service and reducing customer effort can have a positive impact.


Genesys - The Blueprint to Contact Centre Modernisation – replacing your ACD

This white paper is intended for executives and decision makers who have already identified the need to move away from their existing closed, proprietary communications infrastructure to a modern, multi-channel Contact Centre featuring an easily integrated, SIP-based approach. This transition from traditional digital switching platforms to an IP-centric solution extends beyond the initial telephony cost savings. The key is to drive greater business value and improve agent productivity, virtualise agent resources, reduce infrastructure costs and – above all – improve the customer experience.


Genesys - Transforming customer experience in the New Digital World

From Twitter and Facebook to YouTube, web chat and smart phone apps, the number of channels consumers can use to communicate with each other and your brand has skyrocketed in the past few years. This proliferation of channels, however, can make it difficult for you to provide effective, cost-efficient customer care.


Genesys - The broadening of contact centres horizons

Too often, companies don’t see their contact centre as a business asset. This problem is compounded for companies who are not on the Fortune 500, who cannot afford large dedicated technical resources for the contact centre, and who do not have multi-year customer service strategies in place. Unfortunately, this means that most companies are not recognising the absolute value of a contact centre. As technology has evolved, contact centres have become valuable assets that drive business performance through their impact on your customers. In this whitepaper, we’ll look at how investing in the right contact centre solution can help transform your enterprise and enhance your business outlook!


Genesys - Bridging the great divide

Best Practices for Integrating Social Media and Customer Service for Bottom Line Results When it comes to social media, does your right hand know what your left hand’s doing? How to avoid a social media nightmare while boosting your bottom line.


Genesys - Mobile Engagement

Genesys Mobile Engagement connects today’s app-driven, mobile consumer to customer service. It enables companies to bring live support and improved customer conversations to today’s mobile application experience...


Genesys Six Essential Capabilities your Workforce Management Solution Ought to be Delivering

Workforce management solutions have come a long way from simply focusing on the core modules of forecasting and scheduling. Now, instead of serving as a simple means of managing agents and other personnel, automated workforce management systems have become essential optimisation enabling tools that contact centres can implement in order to balance operational efficiency with customer satisfaction.


ProtoCall One - Where is the business justification for contact centres to respond to Social Media?

Slowly, but surely, the contact centre world is waking up to the potential of social media, where forward thinking businesses can now understand what customers are saying about them and their brand across social media communities. But one question consistently remains unanswered – what is the business justification for contact centres to divert some of their resources into communicating with these customers over the emerging social media channels. It is the “so what...” question that Paul Weald, Strategy Director tackles head-on.

blog posts

Gordon Rimmer

Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre […]

Gordon Rimmer

Tomorrows Contact Centre – Survey Results

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert […]

latest news

Genesys UK and Ireland Partner of the Year 2017

PC-1, recently acquired by Connect Managed Services, has won the prestigious ‘Partner of the Year’ award from Genesys, the global leader in omnichannel customer experience and contact centre solutions. The award recognises PC-I for demonstrating business excellence and achieving customer satisfaction in delivering its solutions in the UK and Ireland. PC-1 was selected for its deep industry and technology expertise, and its ability to help joint customers realise improved performance.

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PC-1 & Semafone Partners to deliver PCI Compliance for Contact Centres

Take a look at how Semafone's PCI Compliant Software works to deliver secure payment processing for contact centres. PC-1 partners ...

Digital Customer Service - The Future Today

The future of Customer Service and Digital Transformation together with the impact of AI and ChatBots may feel overwhelming this ...

Retail Innovation from Cisco - are you ready for the next wave?

It is an ever changing world and new technology is leading to the ability to change the customer experience for ...