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Early success for UK’s only Genesys-based Hosted Contact Service

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• G-Cloud™ is the only service available in the UK exploiting Genesys Multi-channel Communications, Workforce Optimisation and Predictive Outbound Dialler functionality
  
• Flexible OPEX-based costs with limited up-front finance requirements
  
• Service deployable within thirty days of order

ProtoCall One, the leading contact centre consultancy and systems integrator, has experienced early success with its new G-Cloud™ hosted Genesys contact centre service. Initial customer deployments are due to go live shortly, providing the first Genesys based hosted contact centre service in the UK.

G-Cloud™ offers a new way to use Genesys, the world’s premier contact centre technology, making it more accessible and affordable to contact centres of all sizes and across all industry sectors. G-Cloud™ is a fully hosted, cloud-based, contact centre service enabling call centre operators to rapidly deploy agent positions flexibly, securely and cost-effectively.

“G-Cloud was designed for a particular customer mindset, as opposed to a demographic or business sector. This is one of sophistication and flexibility, with a willingness to exploit new multi-channel contact functionality, and with an IT strategy embracing the use of a cloud computing and SaaS model. They may even perceive a traditional Genesys CPE solution as too costly and to take too long to implement. G-Cloud fully addresses this mindset and needs.” commented Osman Ali, programme director, ProtoCall One.

A unique and broad range of Genesys functionality is included via G-Cloud™ Multi-Channel, G-Cloud™ Workforce Optimisation and G-Cloud™ Outbound modules. This menu-based choice exploits Genesys functionality for cross-channel communications with inbound routing and reporting, proactive outbound dialler functionality, call recording and quality management, email management and social media, all fully integrated into workforce management and back office interaction workflow.

G-Cloud™ enables rapid deployment of agent positions across any contact centre site, sales office and remote worker location. It reduces internal IT skills requirements and expense. And, it is available to go live within 30 days of order, as opposed to the traditional ‘CPE route’ whereby equipment and services must be selected, funded, delivered and installed over many months prior to service activation.

G-Cloud™ pricing is based on a monthly charge per agent position, which varies based on the Genesys modules required. The service is based on an OPEX model, with a minimal up-front finance requirement. G-Cloud™ also has a unique flex-pricing option enabling the customer to vary the number of agents on the platform based on forecasted changes in their business demands. So, they only pay for what they plan to use.

G-Cloud™ is ideal for contact centre operators needing a sophisticated service offering combining:

• Flexibility, scalability, and improved business agility
• Reduced IT and infrastructure costs
• A flexible, OPEX-based price structure
• Easier multi-site and remote agent configuration
• Faster deployment timescales than the traditional ‘CPE route’

Rob Sherwin, head of marketing, ProtoCall One said “With over forty Genesys implementations under its belt, and more than eight years’ Genesys know-how, ProtoCall One holds a well established position as the leading Genesys expert. It was a logical transition for us to develop G-Cloud™ on a cloud-based, SaaS platform, with Genesys software functionality, increasing the way that we can help contact centre operators to make their agent workforce more efficient and effective”.

Click here to read more about G-Cloud™

About ProtoCall One

ProtoCall One is a leading contact centre consultancy and systems integrator, specialising in multi-channel communications, virtual contact centres and workforce optimisation. The company provides solutions to help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media.

ProtoCall One helps contact centre operations to improve customer experience; set and manage agent efficiency and effectiveness KPIs; optimise proactive outbound productivity; and use social media communications to engage in positive customer dialogue.

In addition, ProtoCall One helps operators implement virtual contact centres; integrate home agents; fully exploit self-service and proactively reduce call volumes. ProtoCall One also assists companies to implement best practice in contact centres enabling them to win industry awards. At a higher level, ProtoCall One works with contact centre operations heads to benchmark current performance and build business cases for future technology investment.

The company is regarded as the UK’s leading Genesys solutions expert. It delivers innovative solutions for major UK and global organisations, both direct and working alongside systems integration partners including BT and Cable & Wireless Worldwide. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information, please visit www.pc-1.co.uk

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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