Contact Center Solutions Featured Article

Genesys Honors ProtoCall One with 'Best Innovation Partner Award'

June 25, 2009

At G-Force, the annual Genesys user conference, held in Barcelona, ProtoCall One, a provider of Contact Centre technology solutions, Workforce Optimization and Business Intelligence, was recently honored as 'Best Innovation Partner for 2008 - UK and Ireland' by Genesys, an Alcatel-Lucent company providing contact center solutions software. 

The award was given based on the company’s outstanding achievement in implementing cutting-edge Genesys solutions for its customers. 
"We are delighted to receive this award from Genesys,” Faraz Khan, managing director of ProtoCall One, said in a statement. “It is great recognition for all the hard work and dedication our team gives to implementing innovative Genesys solutions for our clients. The breadth of the solutions we can deliver using Genesys enables us to realize our customer's ambitions for their contact centers.”
ProtoCall has been specializing in technology solutions ranging from the core interaction management platforms to consultancy that allow companies to deliver superior customer service, through tools and applications to improve workforce productivity and effectiveness. The company interacts with vendors who help in developing open standards solutions and applications that can integrate with ProtoCall clients existing infrastructure. It has a keen focus in expanding the full potential of Genesys across areas such as multi-channel communication, workforce optimization and analytics.
Moreover with clients such as children's charity NSPCC, ProtoCall is working to create web-based services that are designed to help youngsters communicate more freely with counselors and other children in a secure environment using Instant Messenger, SMS and e-mail.
According to the company, counselor-led Web sessions will now include a 'white board' session that will allow children to draw pictures which are commonly used in the counseling of children who find it difficult to express themselves.
"Protocall One continuously demonstrates its ability to implement Genesys software solutions,” said Keith Wilkinson, director of channels, UK and Ireland, Genesys, in a statement. “They were chosen for this award due to the innovative way that they have used Genesys solutions to route work items, not traditionally handled within the contact center.
“ProtoCall One is a recognized Genesys Premier partner, which has demonstrated its Genesys capability across a number of successful implementations,” added Wilkinson.
“This is as a direct result of the continued commitment to training and certification of its consultants and support team.”
As a customer service event, G-Force 2009 enables participants from a wide array of industries including; government, healthcare, financial, technology, insurance and more to know about several innovative solutions that help in improving customer service, reduce cost and improve business.

Jai C.S. is a contributing editor for ContactCenterSolutions. To read more of Jai's articles, please visit his columnist page.

Edited by Amy Tierney