Gaming, Leisure & Travel customer sector case studies

Here are some examples of customer solutions we have delivered to the Gaming, Leisure and Travel sector:





Leisure Link Group
ProtoCall One won a support and maintenance contract for Leisure Link Group part of the Inspired Gaming Group. The company runs an 84-seat contact centre operating on Genesys Express Multimedia.  ProtoCall One was selected as Leisure Link begins planning a new rapid email response service, refreshes its contact centre estate service and considers an upgrade to the Genesys 8 software platform.

Leisure Link Group is building a multi-channel communications infrastructure to support its business development plans. To support the project they needed to select a contact centre specialist company that could help them create and run a fully integrated multi-channel contact centre. ProtoCall One was selected over the competition because of their Genesys experience, with over 40 UK implementations. 

Genesys 8, launched in April 2010, helps enterprises integrate every interaction and touch point, so they can engage customers appropriately and at the right time across any channel. It includes the new Genesys Conversation Manager with its embedded Context Services - enabling a holistic view of the customer by weaving together the frequently disconnected threads that hamper successful multi-channel communications.




Betfair
Betfair, the online gaming business, operated several disparate contact centre systems to service its customer base across multiple contact channels. With a heavy online presence, it faced the challenge of delivering a consistent service across all channels to its high-value customer base and struggled to do this with its existing infrastructure. Following a technology review, the Betfair decided to implement the Genesys solution as its core multi-channel platform. The resulting deployment featured intelligent routing of voice, e-mail and web chat interactions as well as outbound calls through preview dialling mode and integration to third party wallboards for real-time reporting. The design and implementation included a fully redundant architecture to maximise solution availability. ProtoCall One was responsible for delivering the entire project, from managing requirements gathering workshops with business stakeholders, systems design and acting as lead for implementation of the Genesys application layer, including routing strategies, real-time & historical reporting and Genesys Agent Desktop customisations.




Emirates Airline
Emirates selected Genesys as its underlying technology for handling multimedia interactions. ProtoCall One consultants helped it to implement the Genesys Internet Contact Suite & Universal Routing Server for efficient and intelligent routing of their inbound agent email messaging based on skills.

ProtoCall One also deployed the Workforce Manager and Historical Reporting Solutions suites for better agent scheduling and performance monitoring. Consultants also assisted the customer in training their key agents and team leaders in the use of Genesys email handling, and real-time and historical reporting user interfaces.





TUI Travel plc (Thompson Holidays)
Thomson Holidays, a large global vacation brand, was facing intense competition from internet based vacation businesses, and considered their high street presence as a key differentiator. They identified a requirement to virtualise their disparate call centre estate in order to improve their call-to-agent functionality.

ProtoCall One, working with Cable & Wireless (previously Energis), provided technical expertise to design and implement the virtual call centre. The challenge was to keep the Thomson Holidays high street presence while reducing costs. Utilising the customer’s existing virtual call centre architecture, together with integration between the Genesys call centre and Avaya telephony platform, ProtoCall one delivered an innovative solution enabling store-based staff to become part of the virtual call centre estate. The project deliverables enabled the customer to close three of its largest call centre sites without detriment to its overall operation. This resulted in considerable cost savings.





Arsenal FC
To raise the levels of Customer Service provided for supporters, this leading Premiership football club implemented a multi-channel technology solution that centralised bookings, retail merchandise sales, stadium tours and member ship enquiries into a single contact centre supporting voice, email and social media channels. ProtoCall One helped in the design of the contact centre routing and reporting. The outcome was much improved Customer Satisfaction with reduced cost to serve through significant take-up of online services.

 

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