8th JUNE 2010

8^th June 2010 

ProtoCall One, the leading contact centre consultancy and systems integrator, will host its first interactive Customer Experience Day on 30^th June 2010 at the impressive Marriott Hotel, County Hall, London SE1 7PB, under the gaze of the iconic London Eye. 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:

 

 

The first panel discussion is entitled: “Cost effective and innovative ways of communicating with your customers” will be led by senior representatives at Genesys/Alcatel-Lucent and ProtoCall One. It will focus on the lessons learnt from extensive experience of running multi-channel communications projects over recent years.

 

This will be followed with a presentation by Salmat’s EMEA general manager, Sean Keane, entitled: “Managing PCI compliance, fraud and other security risks within an enhanced ID&V process,” focusing on the challenges of building a multi-channel contact centre estate which complies with the tough payment card industry’s data security standard (PCI-DSS). 

 

The PCI-DSS is a multi-faceted security standard that includes requirements for security management, policies, procedures, network architecture, software design and other critical protection measures. The standard is intended to help organisations proactively protect customer account details. 

 

Empirix’s marketing director EMEA, Trevor Richer, will also speak on: “Reducing project deployment risk and & improving stakeholder confidence”.
 
Over lunch delegates will be able to gain further insight into what true ‘multi-channel engagement’ really means, by looking at the work ProtoCall One undertook for NSPCC’s ChildLine service –as it moved to reinvent itself as a full multi-channel web-based service, designed to make interaction easier and more secure for troubled children.  See this video for more details: http://www.youtube.com/watch?v=mWChU3JxGvo. 

Andy Turner, ProtoCall One’s solutions director and WFM provider OpenWave will host a session entitled: “Optimising existing customer communications channels to derive competitive advantage from improved service levels. This will include discussion on the latest self service and workforce management technologies able to deliver more service for less cost. The day will finish with an ‘ask the experts’ panel discussion – an opportunity to question industry experts on enhancing contact centre communications capabilities.

 

Rob Sherwin, head of marketing at ProtoCall One and organiser of the event, commented:

“This Customer Experience Day is the first of a series ProtoCall One will run to help contact centre operations and customer services leaders share insight and expertise with their peers, linked to projects that are ongoing or recently completed. There is real value in sharing this experience interactively because the challenges of managing change in contact centres remain both complex and varied. Identifying and sharing best practice is important to ensure success.”

 

 

ProtoCall One is a leading contact centre consultancy and systems integrator specialising in multi-channel communications, workforce optimisation and decision management solutions. ProtoCall One is the UK’s leading Genesys contact centre software integration player with more than forty major Genesys implementations. The company assists contact centre operators from all business sectors to improve how they connect with their customers across multiple contact channels, increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. ProtoCall One delivers its solutions via strategic partnerships with Genesys, QlikTech, Alcatel-Lucent, OpenWave and Empirix. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information please go to www.pc-1.co.ukProtoCall One can also be found at .   http://www.linkedin.com/groupRegistration?gid=2723219 where you can click on a link to follow the company.