15th MAY 2012
ProtoCall One gears up for contact centre success following Genesys G-Force 2012, Seattle.
ProtoCall One the leading Genesys contact centre solutions and services provider and longstanding Genesys partner announces its technical and commercial alignment with Genesys’ latest round of technology announcement
Genesys, provider of the world’s leading contact centre technology reinforced its latest mantra “Save the world from bad customer service” at the recent three day G-Force event in Seattle, Washington. Tom Eggemeier, Global Sales Leader at Genesys, announced in his keynote speech, a focus on gaining CXO mindshare for good customer service; harnessing changes in customer behaviour to enable good customer service; and a focus on developing happy customers instead of purely on the return on investment. With this comes a technology focus around three key areas - cloud, social media and mobile communications enablement.
The three focus areas for Genesys customers present tremendous business opportunities:
- Genesys Social Engagement helps organisations create the integrated and holistic approach they need to turn the social media opportunity into real business benefits. It delivers the capabilities companies need to establish social media as an emerging marketing and customer service touch point, and ensures that they capitalise fully on those efforts to deliver a satisfying customer experience.
- Genesys Cloud gives mid-market enterprises the power of Genesys contact centre applications on a flexible, pay-per-use basis. Users maintain full control of their cloud applications in a secure, multi-tenant environment via an easy to use business user interface. Customers benefit from quicker deployment times, reduction in upfront capital outlay and the focus on running their customer contact operations without having to invest in maintaining a technology platform.
- Genesys Mobile Engagement redefines the mobile customer experience by linking mobile apps with customer service agents. With the Push of a “smart button” Genesys Mobile Engagement unlocks context, history and live assistance capabilities for mobile applications and also opens up a previously untouched pool of isolated mobile users.
Jason Sparks, commercial director at ProtoCall One said “It was reassuring to learn first-hand in Seattle that our business is aligned to deliver the solutions Genesys has chosen to focus its growth on since disconnecting from Alcatel-Lucent. Social, cloud and mobile technology all feature in our product roadmap for 2012 and beyond. We lead with G-Cloud™, the UK’s first and only Genesys-based “contact centre in the cloud” which we launched in 2011 and with an ever increasing seat count; we are already helping our customers to develop their mobile customer contact strategies; and we are well ahead with the development of a social media enablement strategy with a major customer – look out for the news.
To hear more about new business opportunities for contact centre operators please register for the ProtoCall One and Genesys seminar “21st Century Business Opportunities for Contact Centre Operators” on 30th June here.
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