Case Studies:


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


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 - 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!


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.


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.


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.



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.



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

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.

latest tweets

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 ...