Pulse offers contact centre audit service

ProtoCall One, the systems integration consultancy for the contact centre industry, has launched Pulse!, a sophisticated contact centre audit service developed for Genesys customers.

ProtoCall One is widely recognised as the top Genesys-dedicated specialist professional services and support organisation for Genesys industry-leading contact centre solutions.

Its new audit programme allows managers of Genesys-based customer contact platforms to make informed decisions about changes in process, technology or staffing to help them to identify practical steps to form a co-ordinated plan to secure and maintain improved customer interactions.

The Pulse audit comprises a programme of modular services that can take from one to four days to complete, which examine workforce management, market intelligence and analytics, customer experience and customer interaction management.

The audit enables contact centre managers to identify disjunctions in the customer experience and to apply the correct remedy at the appropriate points of interaction across the company's contact centre.

A ProtoCall One consultant is on site during the audit process to help identify and analyse any weak links and provide a full understanding of how they impact customers.

The consultant can then advise on changes to help clients build a contact centre that delivers optimum performance, cost advantages and best-in-class customer experience.

"The contact centre industry is a very competitive marketplace where customer service has become a crucial differentiator for businesses," commented Faraz Khan, Business Development Director, ProtoCall One.

"Companies have implemented a variety of solutions to address their customer service provision - but still only a few are using the technology to its full potential.

"With Pulse, Genesys users can examine the overall running of their contact centres for optimum efficiency and to look at ways to ensure their customers have the best possible experience".

Each of the four Pulse modules spotlights a specific area of a company's contact centre solution performance.

The modules cover the following.

* Workforce management - to help businesses optimise agent productivity, as well as create new motivational strategies for people and management.

* Market intelligence and analytics - to ensure that this information is shared among the individuals within an organisation that require contact centre information in order to make informed decisions.

* Customer experience - for customers using Genesys Interaction Routing users, the audit provides a sophisticated and rich business rules-driven approach that enables companies to ensure call flows are as efficient as possible.

* Genesys Customer Interaction Management (CIM) audit - provides regular checks and assessment to ensure CIM's suite of applications enables the most complete contact centre functionality possible.

Protocall One believes that organisations taking up its new assessment service and applying the recommended actions can expect to benefit from dramatic improvements in average handle times, call routing and call resolution; eduction in call abandon rates; reduction or removal of default routing; ramatic reduction in administration by smarter use of Genesys Call Routing; ensuring there are no dead ends in the call flow; ensuring errors are handled effectively with least disruption to the customer .

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