Name: Genius PPT
Date founded: 2009
Founder: John Thomson
A team of business process outsourcing professionals launched Genius PPT back in 2009, seeking to service the contact centre industry. Its range of services, inclusive of predictive dialler technology with call recording and an information suite to support call centre agents, are what has enabled the business to disrupt productivity for the better.
Large blue chip corporate firms dominate the client base, as Genius exploited a weakness in BPO for contact call services, which was that it was generally rigid and unable to support the needs of companies, thus the company ensured a flexible approach to remove barriers to sale.
The technology is initially offered on a pay-as-you-go basis, eliminating contracts, installation fees and training costs in order to encourage more business, as customers were able to experience the product before being tied down. In addition to that, the market was changed further still as Genius provides ongoing support and maintenance within the PAYG model to boost its appeal.
Describing support, the company said: “If our clients use the technology for an hour they pay for an hour, it’s no different from switching your lights on and off, you always have them there but when they are switched off you aren’t paying.
“No one sold the solutions we offered in that manner, each element, the predictive dialler, the call recording, the MI, the support, professional services etc would have been a licence based solution, paid upfront, long-term commitment with no ability to scale down, so once you had the licences you were stuck with them and the maintenance bills etc too. Genius’ commercial model also allows our clients to go after short-term pilot projects as they no longer need to invest heavily to set them up and if the pilot fails they simply close it down.”
While Genius’ bread and butter is corporate firms, it also works with small SMEs too, describing its service as “outstanding” and adding that it has to be especially when clients aren’t tied in contractually and obligated to stay.
As the global market for services like Genius amount to the multibillions, the UK alone provides more than 1m call centre seats for the company to tap into.
The company, added: “The acceptance of cloud technologies will no doubt assist us to dislodge incumbent suppliers who have only managed to retain a hold because of the licence spend their customers had already made.”
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