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31.08.2010
ProtoCall One announces deeper commitment to Call Centre Expo ProtoCall One will speak about virtual call centres in the core paid-for Call Centre Focus conference and will run a workshop of social media communications at the UK contact centre world’s main exhibition of the year - Call Centre & Customer Management Expo at the Birmingham NEC, 21-22 September 2010.
28.06.2010
ProtoCall One survey shows contact centre recruitment surge is linked to multi-channel projectsOne out of every six contact centres (16%) in the UK is now recruiting for agents to support multi-channel communications projects, according to new research from leading contact centre integrator and consultancy ProtoCall One. This finding was the main bright spot in an otherwise downbeat assessment of recruitment and IT spend across the contact centre market conducted in May.
22.06.2010
ProtoCall One supports contact centre IT infrastructure for PlusOne ServicesProtoCall One has won a contract to support all contact centre technology infrastructure for PlusOne Services. The contract runs for three years and involves ProtoCall One providing front line support and maintenance for PlusOne’s Genesys-based contact centre infrastructure. ProtoCall One will also support other elements of the contact centre including systems from NICE and Avaya and Extreme Networks’.
15.06.2010
ProtoCall One partners with Salmat for new intelligent speech recognition, verification & self-service solutionsProtoCall One and Salmat Group’s Speech Solutions division (formerly VeCommerce) have formed a partnership to increase support for an increasing number of contact centres looking at alternatives to standard authentication and Interactive Voice Response (IVR) systems widely used today during the initiation and routing of calls.
08.06.2010
ProtoCall One Customer Experience Day offers contact centre leaders multi-channel communications and PCI compliance insightProtoCall One will host its first interactive Customer Experience Day on 30th June 2010 at the Marriott Hotel, County Hall, London. The full day of panel discussions, presentations and demonstrations will focus on four key areas which are currently of primary concern to contact centre leaders.
13.05.2010
ProtoCall One appoints Mike Havard as advisor to the boardProtoCall One welcomes Mike Havard. Mike is well respected across the contact centre industry and during the late 1990’s was the founder of strategy and operations consultancy CM Insight which quickly grew to become a recognised industry leader. CM Insight was sold in 2006 to global customer management technology provider Verint. Mike also currently holds other non-executive board and advisory roles in the customer management industry, as well as being an executive director for Ember Services, a customer management strategy and financial analytics consultancy.
19.04.2010
ProtoCall One Demonstrates multi-channel communications success with NSPCC at Genesys G-Force 2010Rosie Slater, IS Senior Business Manager for ProtoCall One customer NSPCC, is confirmed as a key speaker for the Genesys G-Force conference programme. Rosie will be explaining how ProtoCall One and Genesys helped NSPCC Childline deliver its new multi-channel services.
18.03.2010
ProtoCall One and Empirix announce strategic partnership to provide unique contact centre testing and monitoring serviceJoint offering allows Genesys customers in the UK to benefit from Empirix solutions and services as well as ProtoCall One’s service management...
15.02.2010
ProtoCall One strengthens its sales team with appointment of new commercial managerProtoCall One, the leading contact centre consultancy and systems integrator, has announced the appointment of Ray Dunstan as its new commercial manager...
29.01.2010
The potential for customers to 'go nuclear' has raised the stakes for Customer Services Departments - forever!Faraz Khan visited the Genesys Experience Summit to gather more insight from the strategic partner on the latest thinking around Customer Experience. Some of the market research they presented just confirms what we all instinctively know...
19.01.2010
New decade new contact centre - the death of voice in the contact centreFaraz Khan, Managing Director, ProtoCall One writes about a survey of contact centre operations directors ProtoCall One ran in late 2009. 82% of respondants thought that voice would cease to be the dominant communications channel in their contact centres within the next three years...
18.01.2010
ProtoCall One delivers strong results following successful broadening and deepening of contact centre solutions portfolioProtoCall One, the leading contact centre consultancy and systems integrator, has announced its preliminary financial results for the year ending 31st December 2009. Revenue increased by 30 percent year-on-year with net profit margin in excess of 20 percent during the period.
14.12.2009
ProtoCall One survey shows contact centres face skills issues as channel mix changesThe results of the survey show that contact centres are fast-forwarding into a multi-channel future. The vast majority is now convinced that voice is set to lose its dominance...
04.11.2009
Making better informed decisions to improve the effectiveness of the contact centre Jason Sparks, Commercial Manager, ProtoCall One, writes about the evolution of the call centre and how they have been playing a larger part in our lives and have become gradually and inextricably linked to the success of many businesses...
19.10.2009
Will the recession help to keep a lid on excessive staff turnover in contact centres?Andy Turner, Head of Workforce Management, ProtoCall One, writes about the current mood of contact centre agents during the cold wind of recession...
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