ProtoCall One and Empirix announce strategic partnership

March 18, 2010 - PRLog -- ProtoCall One, the leading contact centre consultancy and systems integrator and Empirix, the market leader in service quality assurance for new IP communications, have formed a partnership in the UK to deliver a unique testing and monitoring service for contact centres that use Genesys technology. By enhancing Empirix’s testing and proactive monitoring services portfolio with new a ‘find, diagnose and fix’ capability, this partnership allows Genesys customers to benefit from both companies’ offerings for the first time.

The new ‘find, diagnose and fix’ service enables Genesys customers to reduce the cost and risk of implementing new or upgrading existing contact centres.  An independent survey* recently found that contact centre project cost overruns can double the original project budget.  This offering represents the first time in the UK that a full end-to-end service based on delivering automated calls has been available.  

The new service combines Empirix’s end-to-end automated call generation testing and monitoring with ProtoCall One’s service management and managed service capability.  As a result, organizations can ensure the contact centre is operating at maximum effectiveness. The Empirix solution identifies issues in the contact centre after which ProtoCall One’s engineers work to diagnose and fine-tune the systems. Issues that are typically found include poor voice quality, capacity issues and incorrect network configuration.  

Faraz Khan, managing director, ProtoCall One, commented:
“Our partnership with Empirix delivers great benefits for Genesys customers.  The ‘find, diagnose and fix’ service is a unique offer to larger contact centre operations in the UK.  It provides a managed service that both helps reduce cost and risk in contact centre projects, ensuring the customer experience is always maintained at the highest level.”

Osman Ali, client director, ProtoCall One, added:
“ProtoCall One is harnessing the skills it has gained in making contact centre projects work effectively into an offering to help all contact centres, new or existing.  Our insight and expertise in this partnership together with Empirix’s renowned monitoring solutions offers our customers the ability to ensure their contact centre is fine-tuned to deliver an excellent customer experience. Similar to a warning light on a vehicle, the new system enables us to see a customer’s contact centre problems and issues flagged up as they arise, enabling us to pinpoint, diagnose and quickly correct the situation.”

Steve Robertson, EMEA sales director, Empirix, commented:
“ProtoCall One is a natural choice for us to partner with as the company is renowned for its track record and expertise in working with Genesys solutions.  With this partnership, we are the first in the market to deliver a ‘find, diagnose and fix’ service directly to the Genesys environment.”

The joint service is thought to be a major benefit to users of Genesys technology and is planned to deliver a new confidence in their contact centres and customer service.

* ‘The Hidden Cost of Technology Failure in the Contact Centre’, survey of 100 UK companies by the Customer Experience Foundation.

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About ProtoCall One:

ProtoCall One is a leading contact centre consultancy and systems integrator specialising in multi-channel communications, workforce optimisation and decision management solutions. ProtoCall One is the UK’s leading Genesys contact centre software integration player with more than forty major Genesys implementations. The company assists contact centre operators from all business sectors to improve how they connect with their customers across multiple contact channels, increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction. ProtoCall One delivers its solutions via strategic partnerships with Genesys, QlikTech, Alcatel-Lucent, OpenWave and Empirix. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information please go to www.pc-1.co.uk