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Alcatel-Lucent Enterprise aligns with ProtoCall One to bring Contact Centre SaaS to UK market

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• ProtoCall One's hosted service is the first and only Genesys-powered SaaS offering in the UK

• Powerful Genesys technology available for 100 - 500 seat contact centres as SaaS offering

• Brings sophisticated large contact centre technology with minimal set-up and maintenance costs to mid-sized enterprise customers

Alcatel-Lucent Enterprise announced today that it has joined with ProtoCall One to provide the UK's first fully-hosted Genesys contact centre solution to the 100 to 500 seat contact centre market as a SaaS offering. Genesys has been working with ProtoCall One for over eight years, and the new service will make powerful Genesys customer service software available via the cloud, enabling smaller organisations to take advantage of the high end award-winning contact centre technology that has only previously been available as an in-house, premise solution.

At present, ProtoCall One has made available four Genesys SaaS offerings: Inbound, Multi-channel – including social media – Workforce Optimisation and Outbound. Other SaaS hosted service options are also in development.

At a time of increased integration of multiple channels – including social media – into the customer service mix, the new SaaS offering meets current market demand to make Genesys advanced contact centre solutions more accessible and affordable for a wider range of 

Keith Wilkinson
VP and General Manager UK and Ireland, Alcatel-Lucent Enterprise
"Our joining with ProtoCall One with this SaaS offering is meeting a real and growing market demand for cloud-based services. We can now make available the full functionality of our Genesys solutions for the first time to a much wider market.

"This is the first and only Genesys offering of its kind in the UK, and enables smaller contact centres to use all elements of the traditional Genesys solution – inbound routing, multi-channel communications including social engagement, WFO, as well as outbound tools."

Jason Sparks
Commercial Director, ProtoCall One
"For those smaller contact centres which want the sophistication of Genesys solutions without the expense of infrastructure and maintenance costs, the new hosted solution from ProtoCall One is ideal.

"By harnessing the benefits of cloud technology we can enable contact centres to be up and running with the SaaS service in 30 days from order, with all the functionality of the traditional Genesys model. Our strategic alliance with Alcatel-Lucent enables us to provide the 100 – 500 seat contact centre market with powerful Genesys technology which had not previously been available as a SaaS offering."

ProtoCall One is a leading provider of innovative contact centre solutions and technology. The company provides new ways for its customers to deliver improved customer communications and service levels with market-leading offerings enabling contact centre leaders to deliver an enhanced customer experience, improved workforce effectiveness, increased customer loyalty, and reduced operational costs. In just under ten years the company has set itself aside as a renowned contact centre expert as well as the go-to knowledge-base for Genesys, the world’s number one contact centre solution; with experience of over fifty complex global deployments. This assures its customers of world-class solutions and support to help place their businesses ahead of the competition.

The company applied its innovation and creativity in the development of G-Cloud™, the UK’s first and only Genesys Software as a Service. This unique service, combining advancements in cloud technology with Genesys contact centre software, enables rapid deployment of contact centre agents and is available with no capital expenditure, low set-up costs and a convenient monthly fee. G-Cloud™ improves how businesses connect with their customers across multiple contact channels including email, web chat, SMS and social media. The development of Live Manual™, a unique web-based support service which helps contact centre managers maximise the use of Genesys software, is further proof of the company’s fresh-field approach to business challenges.

ProtoCall One’s customers, which include major UK and global organisations, across multiple business sectors, like the NSPCC, Dow Corning and The Metropolitan Police, and its service provider partners like BT and Cable & Wireless Worldwide, depend on it as a reliable and trusted partner for improving business performance. The company supports customers from its offices in the UK, Australia and India.

ProtoCall One sales enquiries:
Jason Sparks, Commercial Director, ProtoCall One
Tel: +44 (0)7966 076585. Email: jsparks@pc-1.co.uk

ProtoCall One marketing enquiries:
Rob Sherwin, Head of Marketing, ProtoCall One
Tel: +44 (0) 07765 231023. Email: rsherwin@pc-1.co.uk

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