Contact Centre Resources Library

The resources library contains documents and information that is aimed to educate, inform and inspire people in the contact centre industry. It ranges from simple eBooks, to surveys and research papers to more in depth whitepapers. We have tried to make it easy to navigate and digest the range of content available.

To download any document in the library you only have to enter a minimum of three pieces of data in the download form, we have kept it simple just for you. If you want to download more than one piece of content, your details are remembered as you browse through all the content.

Customers - how we've helped

We deliver innovative customer solutions for major UK-based, and global, organisations, both direct and working alongside systems integration partners like BT and Cable&Wireless Worldwide. We are the leading Cisco and Genesys contact centre software solutions specialist with experience of over fifty complex implementations. For example, read how we have helped The NSPCC to transform ChildLine into a true multi-channel communications service and how we assisted DWP to optimise the forecasting, scheduling and adherence of 5,900 agents across 31 sites.

G-Cloud™ Genesys Software as a Service
ProtoCall One G-Cloud is the UK’s first and only hosted contact centre service built on the leading Genesys software platform. G-Cloud™ levels the playing field in the contact centre industry by making the innovative Genesys solution set affordable and accessible for contact centres of all sizes - but especially for the mid- market enterprise. G-Cloud™ allows you to harness the power of world leading Genesys software on a pay-per-use model, without having to make any upfront investments in software licences, professional services, and hardware or in ongoing maintenance and support...

In our whitepaper area you can find out about a range of topics including:

Multi-channel Communications

Find out how the Genesys-based contact centre transforms a call centre into a true multi-channel communications centre that uses an intelligent work queue to manage resources seamlessly across media types...

Social Media Communications

Social media, a new and emerging concept that the contact centre industry quickly needs to harness, offers new challenges that will require innovative thinking...

Workforce Optimisation

Find out how to get strategic in your use of contact centre performance - that balances customer need, operational costs and agent wellbeing...

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