Genesys contact centre available as Software as a Service

Alcatel-Lucent Enterprise has joined with ProtoCall One to provide the UK’s first fully-hosted Genesys contact centre solution to the 100 to 500 seat contact centre market as a SaaS offering. Genesys has been working with ProtoCall One for over eight years, and the new service will make Genesys customer service software available via the cloud, enabling smaller organisations to take advantage of the high end award-winning contact centre technology that has only previously been available as an in-house, premise solution.

At present, ProtoCall One has made available four Genesys SaaS offerings: Inbound, Multi-channel – including social media – Workforce Optimisation and Outbound. Other SaaS hosted service options are also in development.

At a time of increased integration of multiple channels – including social media – into the customer service mix, the new SaaS offering meets current market demand to make Genesys advanced contact centre solutions more accessible and affordable for a wider range of organisations.

Keith Wilkinson, VP and General Manager UK and Ireland, Alcatel-Lucent Enterprise
“Our joining with ProtoCall One with this SaaS offering is meeting a real and growing market demand for cloud-based services. We can now make available the full functionality of our Genesys solutions for the first time to a much wider market.
“This is the first and only Genesys offering of its kind in the UK, and enables smaller contact centres to use all elements of the traditional Genesys solution – inbound routing, multi-channel communications including social engagement, WFO, as well as outbound tools.”

Jason Sparks, Commercial Director, ProtoCall One, said, “For those smaller contact centres which want the sophistication of Genesys solutions without the expense of infrastructure and maintenance costs, the new hosted solution from ProtoCall One is ideal.

“By harnessing the benefits of cloud technology we can enable contact centres to be up and running with the SaaS service in 30 days from order, with all the functionality of the traditional Genesys model. Our strategic alliance with Alcatel-Lucent enables us to provide the 100 – 500 seat contact centre market with powerful Genesys technology which had not previously been available as a SaaS offering.”