PRESS RELEASE
25^th July 2008

ProtoCall One launches Performance Management "Hit Squad"

In response to the need for quick, effective performance driven metrics, ProtoCall One, the leading contact centre solutions and consultancy provider, is offering contact centre managers a new "Performance Management Hit Squad" service. ProtoCall One's specialists will work with existing contact centre data flows to generate performance metrics within days, using the latest software from leading providers such as Oracle and Qliktech.

ProtoCall One has recently formalised its Business Intelligence (BI) practice with the appointment of Chris Rodwell as practice head. Rodwell has spent time with contact centre professionals to find out their views on Performance Management and gained valuable insight into how contact centres are looking to incorporate BI in the second half of 2008.

Rodwell found that contact centre professionals expect their BI systems to quickly deliver real insights into how their brand is being protected or damaged by contact centre agents. In a recent survey conducted by ProtoCall One amongst its customers, the highest priority stated was to use BI tools to measure call agents based on business focused objectives instead of traditional call metrics. But contact centre managers are clearly suffering some time pressures at work, lack of time was preventing the adoption of performance management systems into contact centre reporting systems - 63% of the sample surveyed said that time was the key blockage to going down this route.

To meet the demand for rapid performance management, ProtoCall One has signed a partnership contract with the world's fastest-growing BI software vendor1 Qliktech, to re-sell their QlikView software which has rapidly gained market acceptance as an intuitive, quick deployment BI offering. QlikView has 8,500 customers worldwide and is designed to work similar to how our minds works through making associations by connecting data from many sources in a few clicks. It has patented in-memory association technology which brings fast results and better decision making for a wide range of customers and industries.

Chris Rodwell, practice head - business intelligence, ProtoCall One, commented:
"Contact centre managers are telling us loud and clear that they want to kick start performance management, they have specific needs for information, but they don't want to wait. We are confident that with solutions such as QlikView, we can really help contact centres to identify their information requirements, examine their existing data flows, assess their suitability, and to quickly get metrics and dashboards established."

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Notes to editors
1     Source: IDC

About ProtoCall One
ProtoCall One provides systems integration and consultancy for the contact centre world. The company has its origins in the implementation of Genesys call centre solutions with Genesys regarded as the most effective core interaction management platform. ProtoCall One consultants have extensive knowledge and experience in planning, scoping and implementing Genesys contact centre solutions and also in providing extensive professional services support. ProtoCall One has now established two core business practices - Business Intelligence (BI) and Workforce Optimisation (WFO) to enable contact centres to incorporate these exciting areas into their operations. For more information please go to www.pc-1.co.uk

For ProtoCall One sales and marketing enquiries, please contact:
Faraz Khan, business development director, ProtoCall One
Tel: +44 (0) 788 078 1824, Email: fkhan@pc-1.co.uk

For ProtoCall One UK media enquiries, please contact:
Miles Clayton or Simon Bennett at Agility PR Limited
Tel: +44 (0) 1992 586190, Email: miles@agilitypr.co.uk

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