Customer Credentials

Client Side Technical Project Management
We provided a technical consultant on a long term engagement to assist the client with the implementation of a multi site Genesys call centre. Representing the client's interest both externally with the supplier and also providing technical guidance to the client's own project team. The technical aspects of the project included multi-vendor ACD integration, remote/home agents and IP Telephony.

Design and Implementation of Custom Hyperion Reports
A medium term engagement in which our consultant, using the Hyperion Performance Suite, completely revamped the canned (out-of-the-box) Genesys Brio reports to provide the client with focused and business specific content. Significant improvements were made to increase the functionality and usability of the parameter input screens, including the implementation of Row Level Security features to dynamically limit the agent selection list appropriately for a user.

"Just wanted to say thanks for the build review you organised yesterday and can you pass our special thanks to Barry and Yasir for their comprehensive walkthrough

Richard and I agreed there was something very rewarding about seeing the fruits of your labours actually built and looking just as we'd hoped!!"

Extension to Virtual Contact Centre
The client needed to add two further call centres to the virtual call centre in a short time period ahead of the annual IT freeze. ProtoCall One provided a team of Genesys consultants which was complemented by specialist technical consultants from the client's team. The overall team was managed by a ProtoCall One Technical Project Manager. The project was completed on time and on budget well within the client's IT freeze.

Troubleshooting Multi-Site Contact Centre
This as a long standing leading edge project that had got into some difficulty at the last hurdle. The end client was un-happy that progress was not being made quickly enough. ProtoCall One were engaged to recover the project, providing a team of expert trouble shooters. Within a short period of time, confidence was regained and the project back on track to a successful completion.

"As a direct result of ProtoCall One's involvement on this project, we managed to identify the root causes of and swiftly overcome technical hurdles that were otherwise delaying the wider rollout of this service. Furthermore, over time they have developed and displayed keen knowledge of our business and used this knowledge to help us get the best out of the Genesys solution. We are now in a position where we can confidently rollout the solution to our wider agent base and start to accrue the much needed business benefits of the deployed Genesys solution" Martin Head, Senior Programme Manager, Lloyds TSB (Asset Finance Division)