Contact center

Contact center

Improve customer service, empower agents, and deliver personalized customer experiences with our Contact Center solutions

Exceptional customer experience starts with knowing your customers and delivering a highly personalized experience with every interaction. As the primary hub for real-time customer connections, your contact center is the heart of your customer experience strategy.

Protocol is a premier provider of enterprise - class contact center solutions and contact center software for the high - technology, financial services, help desk, utilities, healthcare and consumer products industries in the UAE and Middle East.

The all-in-one solution offers best-of-the-breed capabilities such as ACD, IVR, IP-PBX, Predictive Dialer, Voice Logger, Quality Monitoring, Reporting, CRM and CTI. The solution is designed with a view to offer need-based business packages for contact centers of all sizes.

The traditional call center - rows of agents in headsets answering calls-is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply “taking” calls isn’t enough to keep customers loyal - you need to proactively reach out to build relationships, upsell, and solve problems before they become deal breakers.

In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that customers are excited to make the contact. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

Protocol can help. From internal operations to customer relationship management, we offer solutions to help make your entire contact center more effective.

Technology partners includes Avaya, 3CX, MS Teams.