15th JUNE 2010

15^th June 2010

 
ProtoCall One, the leading contact centre consultancy and systems integrator, 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.

 

The Salmat Speech Solutions business provides consultancy, design and implementation services for the new breed of intelligent speech recognition, verification and self-service solutions which together enable contact centre operations to lower their service costs and improve customer service, without compromising the security of customers’ personal data.

 

This new generation of speech technology is based on an ‘open menu’ whereby the customer is given the freedom to ‘say’ what they want rather than use speech-enabled touch-tone solutions such as ‘press 1 for sales’. The adoption of such technology results in more efficient, intelligent and faster routing of calls to the most appropriate resource, resulting in better service and first time call resolution. Salmat also helps companies to address ways in which they can securely verify customers’ identities over the phone with the use of voice biometrics.  

 

Jason Sparks, commercial director, ProtoCall One commented:

“Our partnership with Salmat offers our Genesys customers another dimension in terms of efficiencies and access to the latest speech solutions. We look forward to bringing the ProtoCall One-Salmat joint proposition to our Genesys customer-base in the near future.”

 

Sean Keane, EMEA general manager, Salmat explained:

“The UK is a uniquely mature contact centre market which is now actively exploring the use of new technologies to generate further operational efficiencies and drive customer service levels still higher. We are looking forward to working with ProtoCall One, as one of the leading UK contact centre solutions providers, to help deliver the latest ‘open menu’ self-service speech technologies and verification solutions which enable contact-centre based operations to get closer to their customers while generating further efficiencies. 

 

“Both Salmat and ProtoCall One share a common philosophy in analysing and fully understanding the requirements of the  customer, resulting in exceptional service and lower costs.  Not only can contact centres address efficiency and quality of service issues through more intelligent routing of customer enquiries, but they can also better manage compliance such as PCI DSS, security and fraud with automated ID verification and voice biometrics technologies.”

 

 

Please click here to join the ProtoCall One LinkedIn Online Discussion Group: http://www.linkedin.com/groupRegistration?gid=2723219.

 

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.uk.