5th APRIL 2011

Live Manual includes extensive guidance on how to use features and functionality within Genesys applications such as Workforce Management (WFM) for forecasting staffing needs, managing employee schedules and tracking workforce performance and results; Call Centre Pulse (CC Pulse) for real-time reporting that tracks telephony events, actions and status; and Configuration Manager (CME) for planning, installation, and configuration for inbound routing of voice interactions. Live Manual is designed to deliver best practice and industry guidance on how to achieve demanding ROI targets and performance improvements.

Initially for Genesys users, Live Manual is a two-tier subscription based service accessed via a dedicated, interactive web portal staffed by highly experienced ProtoCall One consultants. It provides timely responses to users enabling them to gain the maximum benefit from their Genesys-based applications platform.

Andy Turner, Solutions Director at ProtoCall One commented:
“Live Manual offers the best advice and is designed to ensure that an organisation starts to realise operational benefits quickly. And, we have included the latest best practice advice and product knowledge to ensure a true value-added customer service. Users will find the service highly intuitive; newly learned situations and challenges are automatically converted into plain English and are made available to all users during subsequent ‘search or request’ sessions.”

Rob Sherwin, Head of Marketing commented:
Live Manual is ProtoCall One’s response to the Genesys user community’s need for a solution offering fast fixes to their current support and operational issues. With over eight years’ experience in delivering Genesys training to more than 1,000 delegates and operational involvement in more than forty Genesys implementation projects we feel up to the challenge to significantly increase the level of Genesys knowledge across the contact centre industry. As Live Manual evolves we plan to expand the service to users of non-Genesys based platforms.”

To find out how Live Manual can assist with the efficient operation of your contact centre and to register for the service please go to: http://www.pc-1.co.uk/live-manual/  or call ProtoCall One on 0800 881 8130.

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About ProtoCall One
ProtoCall One is a leading contact centre consultancy and systems integrator, specialising in multi-channel communications, virtual contact centres and workforce optimisation. The company provides solutions to help businesses improve how they connect with their customers across multiple contact channels such as email, web chat, SMS and social media.

ProtoCall One helps contact centre operations to improve customer experience; set and manage agent efficiency and effectiveness KPIs; optimise proactive outbound productivity; and use social media communications to engage in positive customer dialogue. In addition, ProtoCall One helps operators implement virtual contact centres; integrate home agents; fully exploit self-service and proactively reduce call volumes. ProtoCall One also assists companies to implement best practice in contact centres enabling them to win industry awards. At a higher level,

ProtoCall One works with contact centre operations heads to benchmark current performance and build business cases for future technology investment. The company is regarded as the UK’s leading Genesys solutions expert. It delivers innovative solutions for major UK and global organisations, both direct and working alongside systems integration partners including BT and Cable & Wireless Worldwide. The company supports global customers from its offices in Buckinghamshire, UK and Sydney, Australia. For more information, please visit www.pc-1.co.uk

ProtoCall One sales enquiries:
Jason Sparks, Commercial Director, ProtoCall One
Tel: +44 (0)7966 076585.   Email: jsparks@pc-1.co.uk

ProtoCall One marketing enquiries:
Rob Sherwin, Head of Marketing, ProtoCall One
Tel: +44 (0) 07765 231023.   Email: rsherwin@pc-1.co.uk