Operational Experience


Our management team and solution designers have held operational and management roles within contact centres. That means we understand your environment and have the skills needed to make sure new technology is implemented well and delivers value fast.

We’ll work with you not just to implement technology, but to enhance your operation. We’ll identify opportunities for process improvement and take every opportunity to streamline your operation or improve the customer experience you deliver.

Provident Financial Services

PC-1 has enabled non-standard lending business, Provident Financial Services to introduce digital channels, improve forecasting and workforce management, and establish flexible working across its contact centre estate. This has been achieved through the intelligent deployment of Genesys technology, informed by PC-1’s in-depth operational experience. Digital transformation, along with improved efficiency and flexibility, has contributed to a significant reduction in contact centre costs and improved standards of customer service.

“PC-1 brings enormous value by helping assess, design, deliver and support our projects – ensuring they go to plan without any hiccups.”

Wasim Altaf, IT Voice Analyst, Provident Financial Management Services

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blog posts

Gordon Rimmer

Where Does Your Business Stand In The Evolution Of Contact Centre Technology?

Contact centre technology is not a new innovation in the world of business and many of the methods and working practices that were introduced in the 1980s can still be found in a great number of current workplaces in the UK, and around the world. It would be wrong to say that the contact centre […]

Gordon Rimmer

Tomorrows Contact Centre – Survey Results

Contact centre managers are facing the same challenges today that they always have, from budget constraints and systems limitations to staffing and customer retention. What is changing, however, is how they respond to those challenges. Controlling costs used to be the prime issue. But today, the customer takes centre-stage, and contact centre managers consistently assert […]

latest news

PC-1 are Silver Sponsors for the Genesys CX Summit 2017, Brussels

PC-1 are proud to be Silver sponsors at the Genesys CX Summit 2017 in Brussels. Titled "Together" this show promises to engage its audience with the very latest customer journeys, compelling presenters, key topics, a hands-on partner pavilion, and customers sharing what they’ve done and learned - to visit the event site click this article for more info....

News Release: Technology on Tap for Northumbrian Water

Northumbrian Water – already one of Ofwat’s top three for customer satisfaction – plans to set the standard for service excellence in the UK water industry with ‘joined up’ services across voice, online and social channels. Excellence will be unlocked by a private cloud hosted multi-vendor technology solution from PC-1, which will integrate all of Northumbrian Water’s communications channels. Customers will be able to channel-hop at their convenience to get information that’s always consistent, accurate and absolutely up to date.

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YOUTUBE VIDEOS

PC-1 & Semafone Partners to deliver PCI Compliance for Contact Centres

Take a look at how Semafone's PCI Compliant Software works to deliver secure payment processing for contact centres. PC-1 partners ...

Digital Customer Service - The Future Today

The future of Customer Service and Digital Transformation together with the impact of AI and ChatBots may feel overwhelming this ...

Retail Innovation from Cisco - are you ready for the next wave?

It is an ever changing world and new technology is leading to the ability to change the customer experience for ...