PRESS RELEASE
10^th April 2008

ProtoCall One joins the Oracle Partner Network to take Contact Centre Business Intelligence to the next level

ProtoCall One, the leading contact centre solutions and consultancy provider, has become a member of the Oracle Partner Network and will be focused on Oracle Business Intelligence Suite Enterprise Edition Plus. This announcement follows significant investment by ProtoCall One in building its Business Intelligence (BI) business practice over the last year.

This practice focuses on providing metrics and analytics tools to support contact centre managers tasked with maximising the efficiency and, more importantly, effectiveness of agents whilst giving senior managers greater visibility on the progress of agents against defined business objectives.

ProtoCall One's BI practice has already helped several contact centres blend traditional transactional 'efficiency' metrics such as Abandon Rate & Utilisation, Average Handling Time (AHT) with more business-related, 'effectiveness' measures such as 'First Line Fix' rates for customer services enquiries or Conversion Rates in the case of sales-based contact centres.

ProtoCall One is going further to help its customers drill down through the data to help them really understand the figures, see trends, make forecasts and then use this intelligence to mitigate against emerging problems.

Faraz Khan, business development director, ProtoCall One, explains further:
"There is a real thirst amongst contact centre managers for BI solutions which go beyond simple reporting to provide a rich set of dashboard and analytical capabilities, allowing key information to be quickly and accurately assimilated and acted on.

"Users today don't want to get into where the underlying data sources come from but just need to know that the raw data is correct and then make informed business decisions based on it. This is what we are able to deliver working with a combination of Genesys interaction management capabilities and the Oracle® Business Intelligence Suite Enterprise Edition Plus."

ProtoCall One is a member of the Oracle PartnerNetwork.

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About ProtoCall One
ProtoCall One provides systems integration and consultancy for the contact centre world. It has its origins in the implementation of Genesys call centre solutions, but is now extending its portfolio into new areas including Business Intelligence (BI) and Workforce Optimisation (WFO). For more information please go to www.pc-1.co.uk

For ProtoCall One sales and marketing enquiries, please contact:
Steve Robertson, sales and marketing director, ProtoCall One
Tel: +44 (0) 0781 569 5055, Email: srobertson@pc-1.co.uk

For ProtoCall One UK media enquiries, please contact:
Miles Clayton or Simon Bennett at Agility PR Limited
Tel: +44 (0) 1438 310 139. Email: miles@agilitypr.co.uk

About the Oracle PartnerNetwork
Oracle PartnerNetwork is a global business network of more than 19,500 companies who deliver innovative software solutions based on Oracle software. Through access to Oracle's premier products, education, technical services, marketing and sales support, the Oracle PartnerNetwork program provides partners with the resources they need to be successful in today's global economy. Oracle partners are able to offer their customers leading-edge solutions backed by Oracle's position as the world's largest enterprise software company. http://oraclepartnernetwork.oracle.com

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