Technology and Telecommunicatons sector customer case studies
Here are some examples of customer solutions we have delivered to the Technology and Telecommunications sector:
BT
ProtoCall One was engaged by BT, the leading UK telecommunications services provider, to help them successfully roll out a Genesys Network Routing solution as a hosted offering for a leading UK based financial services organisation. BTs existing Genesys Intelligent Network Platform had experienced several technical issues that had hindered and delayed the acceptance of the solution by almost a year, and more worryingly, seriously tarnished the image of the business as a service provider with the customer.
Recognising ProtoCall One’s superior Genesys solution skills and successful track record in over forty Genesys deployments, BT engaged its services to help them stabilise the platform and manage the customer’s expectations for a successful uptake.
ProtoCall One’s involvement in the project was two-fold: firstly as Genesys solution experts, to investigate and resolve a wide range of technical issues pertaining to platform sizing, performance, call routing scripting and customised management information. Secondly, as technical project manager to coordinate the various deployment activities undertaken at the various contact centre sites by the company and its customer, as well as managing the customer’s expectations of delivery timescales and solutions benefits. The successful completion of this high-profile project is seen as the cornerstone for future success of this network based Genesys offering.
In record time, ProtoCall One successfully resolved all outstanding technical issues and brought the project back on track to a stage where it is currently undergoing acceptance testing by the customer. ProtoCall One’s ongoing involvement is now focused on assisting the Telco to develop the technical know-how and capabilities within its internal teams, as well as to put in place processes and documentation, to be able to successfully deliver and support future customers across the platform.
Telewest
ProtoCall One was engaged by Telewest, the UKs leading cable operator business, to provide its expertise in implementing and customising their Genesys Historical Reporting solution to meet demanding business requirements. Consultants successfully delivered an integrated report comprising data from both the object-oriented Call Centre Analyser system and the call-centric Call Concentrator system. The solution allowed the Telewest to generate daily reports that also contained dynamically computed statistics, from the individual call level information stored in the all concentrator database, by varying certain call-related time thresholds.
Mobinil Egypt
Mobinil, Egypts leading mobile communications service, was undergoing major technology enhancements at its contact centre, where Genesys technology was an integral component for inbound and outbound call handling. ProtoCall One consultants surveyed the customer’s existing CTI infrastructure and subsequently re-designed, architected and implemented their entire Genesys platform. Consultants also helped the customer deliver the call routing strategy and customised their historical and real time reporting based on business needs, as well as providing hands-on training for their support team.
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