Customer Innovations Consultancy

Our Customer Innovations (CI) consultancy offers a broad skill set and industry expertise for all our customers. The CI team provides innovative contact centre propositions around strategy, optimisation, multi-channel and social media.

We bring a wealth of consultancy experience covering all aspects of people, process, technology and Customer Experience. There really isn't a contact centre issue that we haven't seen and solved before. With a strong focus on helping clients to achieve excellence, we have been judges for the European Contact Centre Awards since 2007.

We recognise that what customers now want from consultants are two things – innovation and solutions - help in designing and delivering improvements to contact centres that give a ROI that could not otherwise be achieved.

ProtoCall One consultancy services

We offer a range of consultancy services:

Operational design consultancy – where the focus is on helping customers to achieve a step change in the operational performance in their contact centres - whether that is to reduce call centre costs, increase contact centre effectiveness or improve technology ROI.
Training – we offer a range of training courses for Genesys users plus an innovative new service called Live Manual which helps clients achieve best practice results from their contact cenre technology.
Workforce Management deployments - applicable to Genesys WFM where we use our Professional Services to help new clients to configure and rollout their WFM tools
Social media strategy and services – which is a new development untapped in the contact centre market and leverages third party offerings from new partners such as Attensity to create a compelling proposition that includes tools to monitor and respond to social media in the contact centre.