Case Studies:


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.


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.


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.


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.


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.


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.

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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