Optimise Sales Opportunities.

Intelligent Queue Management | Automated Call-Back | OmniChannel Communications

The intuitive capability of the PCXCOM call centre technology and the OmniChannel platform provides direct marketing and media organisations with the edge over rivals in an increasingly sophisticated and competitive marketplace. Core components of PCXCOM call centre technology includes; Predictive Dialler; Automatic Call Distribution (ACD); Interactive Voice Response (IVR); Automated Speech Recognition (ASR); IP PBX; Call Recording; and OmniChannel Communications Manager.

Inbound | Outbound | Fully Blended

PCXCOM call centre technology provides business operations with the capability to run high volume inbound, outbound and fully blended campaigns, and in addition, prioritise inbound calls and web enquiries. Likewise, agents can operate across multiple campaigns (inbound and/or outbound), with specific scripts, FAQ, Skills-Based Routing and reporting. Moreover, Skills-Based Routing directs customers to the most appropriate agents, based on individual and/or group skill levels of particular products, and/or ability to respond via different channels ie; Voice, SMS, Web, Email etc.

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OmniChannel Communications

Direct Marketing and media organisations gain capability to communicate with customers, with both relevance and immediacy via the OmniChannel platform, communicating across multiple channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click-to-Call, IVR, Social Media and Websites.  Moreover, companies gain end-to-end transparency of the ‘customer journey’, and thereby build loyalty and satisfaction in the process. Likewise, the endless capabilities of the OmniChannel platform offers a more personalised approach across the different touchpoints of a ‘customer’s journey’ – whereby enhanced relationships ultimately have a positive effect on top-line and bottom-line performance.

Customer Facing Engagement

PCXCOM call centre technology enables the coldface of direct marketing and media organisations to meet the challenges of constant change in a dynamic marketplace. Moreover, the OmniChannel communications platform provides organisations with the capability to communicate with relevance, and in a timely and accurate manner across multiple channels, such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Websites.

Direct Response Marketing

Optimise your advertising spend with PCXCOM call centre technology and its Direct Response Marketing Module. Moreover, improve operational capabilities and efficiencies in order to capitalise on sales opportunities generated from traditional and online media.

The sophisticated Inbound Contact Management function effectively manages communication across multiple channels in a Fully Blended environment. Skills-based routing can also direct customers to the most appropriate resource – based on skill-sets for particular products, and/or ability for staff to respond via different channels ie; voice, SMS, web, email etc. The core components include; Automatic Call Distribution (ACD); Interactive Voice Response (IVR) and Automated Speech Recognition (ASR). Download: Effective Inbound Call Management

Whilst operating in a Fully Blended environment, PCXCOM’s advanced predictive dialler function can also dial automatically into client databases in low volume periods in between TV advertisements – in order to gain addition revenue by cross-selling into your client base, or soliciting orders for recurring product purchase.

Furthermore. the predictive dialler function provides organisations with the capacity to contact thousands of customers in an efficient, effective, methodical and strategic manner, and across multiple channels via the OmniChannel platform ie; Voice, SMS, Email, Web, Instant Messaging and Social Media.

Key Functions of the Direct Marketing Module are;

  1. ACD, IVR & Speech Recognition Inbound Call Management
  2. Non CLI (phone number) Display Queue Priority
  3. Automatic Call-Backs for Queue hang-ups
  4. PCI DSS Compliance
  5. Unlimited Phone lines
  6. Blended Environment: In between TV commercials, the system feeds agents with outbound calls in dial file ie; cross-selling & up-selling to client base
  7. Web Enquiry Call-Back Priority
  8. Multi-Channel Communications
  9. Campaign Cost Allocation Commercial Reports
  10. Agent Multiple Campaign Queue Management
    1. Queue Whisper
    2. Campaign Script Activation
    3. Campaign FAQ Activation

Fulfilment

The multi-channel communication capability of PCXCOM call centre systems also enables direct marketers to communicate with customers via SMS, Email or Voice Broadcasts, in order to efficiently manage fulfillment processes.

Traditional Media

Magazines & Newspapers

In addition to customer service and Classified advertising services, an end-to-end subscriptions management module is available with OmniChannel communication capabilities ie; Voice, SMS, Email, Voice Broadcasts, Web-Chat and online.

Online Media

The OmniChannel platform provides online media organisations with capability to communicate with customers and suppliers across multiple channels such as; Voice, SMS, Email, Voice Broadcasts, Web-Chat and online.

CRM Integration

PCXCOM call centre systems and cloud services are compatible and can be integrated with any modern CRM software; including; Salesforce, Netsuite, Microsoft Dynamics, Sugar, ORO, ZOHO and others; via either an API or alternatively by ‘single click’ access.

Customer Interaction Management (CIM)

The CIM tracking tool of the PCXCOM predictive dialler is designed to optimise campaign performance, via effective use of contact data and easy reference of customer history by agents. Moreover, the CIM function facilitates the creation of robust, highly qualified prospect databases; improving the effectiveness of the sales effort; and indeed shortening the sales-cycle. Importantly, as the status of each prospect/client changes with on-going interactions, your contact databases can be enhanced and segmented to reflect changes made throughout the different stages of the sales cycle ie; raw prospects to highly qualified leads with intent to buy or re-purchase. Lists can also be generated using filters such as; geographics, demographics and psychographics.

Websites

Optimise the performance of your website with PCXCOM functions such as; Click to Call, Web Chat and Online Lead Priority. These enhanced communication channels are effectively managed  through the OmniChannel platform, with agents in your call centre or office dealing with online enquiries as a priority, and hence ahead of your competitors.

Compliance

Acknowledging that corporate governance compliance is business critical, the feature-set, and indeed flexibility of PCXCOM systems enables organisations to meet the immediate and inevitable changing requirements in regard to government Acts and regulatory bodies such as ASIC and ACCC.

Quality Assurance

The QA screen enables your Quality Control team to screen random samples of calls to assess and score agent and group performance. Likewise, the ‘Post Call Survey’ function provides valuable feedback to the organisation from customers.

National & Global Operations

Call centre and PBX technology as onsite systems or cloud services can be configured as a single site or alternatively across multiple sites in Australia or around the globe; as either centralised or localised models. Likewise, agents can operate from home with full transparency of activity visible via the Supervisor screen. Outsourced Call Centres can also operate on the same PCXCOM platform as your own operation, and hence activity is readily available via the Supervisor screen. The ‘Presence’ function also provides absolute transparency of the status of staff across sites, and hence their availability.

Business Continuity

Acknowledging the business critical nature of the direct marketing and media sectors, Business Continuity and Disaster Recovery elements are incorporated in both PCXCOM Cloud services and on-premise system infrastructure. For instance, the PCXCOM cloud service is managed across multiple data centres in Australia, in addition to strategic global locations for our overseas clients. Data centres are N+1 facilities with UPS & Diesel Generator back-up, multiple telephony back-ups, Dual Power, Hot Swap Raid, Dual Networks, Multi Network Servers, Network Redundancy and Multi Site Access.

Operational Transparency – Quality Reporting

In both graphical and statistical displays, Supervisors and Management alike will have absolute transparency of Contact Centre operations via the Supervisor screen, Call Centre APP, and Wallboards;

  • Real-Time & Historical Performance Management reports
  • Real-Time & Historical Contact Centre Performance reports
  • Call Recording & Live Call Monitoring
  • Data Analytics
  • Remote VPN & Smart Device access to Management Reports, Call Centre Reports and Call Recording & Live Call Monitoring

PCXCOM systems have four access levels of reporting;

  1. Senior Management | KPI Performance Screen &
  2. Contact Centre | Performance Management WallBoard Display
  3. Supervisor & Team Leader | Supervisor Screen – Performance Management, KPI & System Performance plus the PCXCOM Smart Device APP
  4. Agent | Self Performance
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Key Functions for Quality Direct Marketing

What appeals most about PCXCOM call centre systems by the sector is its reliability and agility to effectively manage high volume inbound queues with multiple campaigns; and treat web enquiries with urgency; in addition to proactively soliciting client bases in low call volumes periods. Key functions include;

  1. Predictive Dialler
  2. Inbound Call Management IVR & ACD
  3. Fully Blended Environments
  4. Call Recording & Monitoring
  5. Payment Gateways
  6. CRM Software Integration
  7. Direct Response Marketing Module
  8. OmniChannel Communications
  9. Integrated Electronic Messaging
  10. PCI DSS Compliance
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