Banking and Finance sector customer case studies
Here are some examples of the customer solutions we have delivered to the Banking and Finance sector:
Lloyds Asset Finance
Lloyds Asset Finance, the firm's vehicle finance division, required a technology refresh and also wanted to take control of the call centre platform from what was previously a telco- hosted solution.ProtoCall One was assigned for the end-to-end design, build, test and ongoing support of the customer’s Genesys-based call centre solution. The delivery solution covered an estate of almost 1500 agents across two main inbound and outbound voice based locations. The project was successfully delivered to tight timescales.
Plus One Services
PlusOne Services, a third-party insurance administrator, assigned ProtoCall One to support its entire contact centre technology infrastructure. The systems integrator provides front-line support and maintenance for PlusOne’s Genesys-based contact centre platform and also supports other elements including systems from NICE, Avaya and Extreme Networks.
ProtoCall One also provides operational consultancy and advises on Genesys deployment for email management as the company moves their contact centre estate towards multi-channel communications.
Northern Rock plc
Northern Rock was in the process of evaluating the Genesys Outbound solutions platform for its contact centre operations. ProtoCall One consultants were engaged to provide deep product insight, via a managed technical workshop, in order to help the bank understand the solutions capabilities. The technical workshop covered all aspects of the solution, including deployment, integration with reporting, training and change management.
Ford Finance
Ford Finance is one of the world’s biggest and well-established business-to-business automotive finance companies. ProtoCall One was chosen to provide a bespoke workforce management and best practice training programme across Europe. This focused on the specific challenges that were unique to the organization, enabling the customer to maximise their use of Genesys workforce management solutions.
Cattles plc
Cattles, a financial services business had been using its outbound dialler solution predominantly for debt collection. With the collapse of the sub-prime market in 2008, the focus on arrears management became intense. So, getting the best possible performance from the dialler solution became a critical requirement to the continued success of the business. There were also further challenges, including the conflict between ensuring the dialler met current, more stringent regulations laid down by Ofcom, present.
ProtoCall One, already supporting the solution, was engaged to make the customer’s dialler solution more effective and efficient. The engagement included tuning the customer’s call progress detection levels to gain optimum balance between meeting Ofcom regulations and maximising the customer connect-to-agent rate. We replaced an unreliable, bespoke legacy, desktop solution with a standard Genesys Agent Desktop and Genesys Agent Scripting solution.
< Back To Top
Find out more
