Extraordinary Customer Engagement.

Customer Service Excellence | Fulfillment | Sales

Engage with your customers in the most relevant, timely and efficient means with PCXCOM call centre technology. Moreover, develop sustained competitive advantage via the PCXCOM OmniChannel platform – an advanced, contact centre communications platform that not only facilitates dynamic customer and supplier engagement across multiple channels, it does so in an intuitive and integrated manner.

The flexibility and agility of PCXCOM call centre technology equips organisations with capability to deal with the ebbs and flows of day to day business activities. Moreover, the intuitive capability of the PCXCOM OmniChannel platform provides the FMCG and manufacturing sector 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.

OmniChannel Communications

Banking and finance companies 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 customer 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 banking and finance 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.

Customer Service

The PCXCOM OmniChannel platform provides organisations with the capability to respond to customers with immediacy. Moreover, gain end-to-end transparency of the ‘customer journey’, and thereby build customer loyalty and satisfaction in the process. Likewise, the endless capabilities of the PCXCOM Omnichannel platform provides a more personalised approach across the different touchpoints of a customer’s journey – whereby enhanced relationships will ultimately have a positive effect on time-line and bottom-line performance.

Customer Facing Engagement

The mandate for the coldface of any business is to satisfy the needs of new and existing customers. However, the challenge in an environment of constant change, is to communicate relevant information in a timely and accurate fashion. The OmniChannel platform of  PCXCOM systems provides organisations with capability to effectively communicate with customers across multiple channels, such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click to Call, IVR, Social Media and your Website.

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Client Acquisition

Progressive organisations in the new business paradigm are changing the way they use technology, to not only service customers well, but to engage with customers on unprecidented levels across multiple communication channels – and hence, require technology such as PCXCOM to manage its complexity.

PCXCOM call centre technology is inherently designed to optimise business performance, and therefore is a ‘stand- out’ predictive dialler system with considerably more potency than other predictive dialler systems. In short, its ability to interact with your customers across multiple channels; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click to Call, IVR, Social Media and your Website, provides increased capability to get to sales leads ahead of your competitors, and indeed increased capability to gained sustained competitive advantage.

Promotions

Inbound leads generated from advertising activity can be efficiently managed via the Inbound Contact Management function that incorporates ACD, IVR & ASR. Inbound calls are prioritised over outbound calls, as are web leads presented to agents with urgency.

Client Retention

The Pareto Principle; 80/20 Rule, is none more apparent than in today’s highly competitive environment. Increasingly, companies are using PCXCOM technology to make efficient contact with their client base, in order to secure clientelle and indeed cross-sell and up-sell. The PCXCOM predictive dialler is the perfect tool for these purposes.

What is a guaranteed however, is that companies not securing their client-base, are subject to clients being contacted by your competitors, offering better service, different products and price comparisons. The PCXCOM predictive dialler will give you the capability to secure your client base and indeed generate new revenue opportunities generated from quality customer service.

Likewise, the predictive dialler is often used to efficiently call into client databases to cross-sell, follow-up renewals, or solicit interest in new products. Payment reminders and the likes can also be automated via the PCXCOM OmniChannel platform.

Customer Satisfaction Surveys

PCXCOM technology manages  both straight forward customers surveys with a couple of questions, and comprehensive customer satisfaction surveys as a means of constructing meaningful management reports to gauge customers satisfaction levels. Phoning into customer databases with the predictive dialler function makes this a highly efficient and effective process. Post-call surveys can also provide immediate feedback of customer service levels.

Fulfilment

PCXCOM technology facilitates an end-to-end fulfillment process in conjunction with your CRM. Communicate with customers from the time of order to product delivery. Likewise, ‘dispatch’ can keep customers informed as to expected delivery time and the logistics of delivery via communications across multiple channels; Voice, SMS, Email, Voice Broadcasts.

Moreover, the PCXCOM OmniChannel has the capability to respond with immediacy to customers. Likewise, it has enables a more personalised approach across customer interaction touchpoints, and hence the ‘customer journey’.

Product Recalls

In the case of a product recall, the PCXCOM system will efficiently manage the logistics and sensitivities of such an event, utilising multiple communication channels such as; Voice, SMS, Email, Voice Broadcasts.

Mobility

Smart devices have changed the way communicate forever! Quality technology such as PCXCOM takes into consideration the increasing mobility of consumers and the effect this has had on communication methods. The PCXCOM OmniChannel platform has capability to communicate with your customers across multiple channels; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click to Call, IVR, Social Media and your website.

Appointment Setting

The Appointment Setting Module is also widely used in the sector, used as an effective means of filling the diaries of field sales staff, in addition to optimising lead generation. The module is ideal for organisations that make appointments for Retail outlets. Often used in conjunction with the predictive dialler or inbound contact management functions, it enables businesses to both solicit the marketplace for new sales opportunities, as well as efficiently manage inbound enquiries by either phone or from your website.

Inbound Contact Management

The sophisticated PCXCOM Inbound Contact Management function effectively manages high volume inbound queues with multiple campaigns, and in addition, treats web enquiries with urgency. Moreover, communication is available across multiple channels, and in Fully Blended environments with skills based routing to direct 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. Core components include; Automatic Call Distribution (ACD); Interactive Voice Response (IVR) and Automated Speech Recognition (ASR). Download: Effective Inbound Call Management 

Franchises

The sophisticated PCXCOM Inbound Contact Management function is ideal technology for the complexities of Franchise sector. Effectively manage high volume inbound queues with multiple campaigns, and in addition, treat web enquiries with urgency. Moreover, communication with customers and indeed with Franchisees can be managed across multiple channels such as Voice, SMS, web, email etc.

Likewise, skills based routing in either inbound or Fully Blended environments directs customers to the most appropriate agents, based on individual and/or group skill levels of particular products. Core components include; Automatic Call Distribution (ACD); Interactive Voice Response (IVR) and Automated Speech Recognition (ASR).Download Effective Inbound Call Management

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.

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Compliance

Acknowledging that corporate governance compliance is business critical for the FMCG & Manufacturing sectors, 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.

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.

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 FMCG & Manufacturing 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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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.

Key Functions for Quality FMCG & Manufacturing Operations

What appeals most about PCXCOM systems is their reliability and agility to manage the multi-faceted and often complex environments of the insurance sector. Key functions include;

  1. Multi-site capability
  2. Predictive Dialler
  3. Inbound Call Management IVR & ACD
  4. Fully Blended Environments
  5. Call Recording & Monitoring
  6. Workforce Management (WFM)
  7. Payment Gateways
  8. CRM Software Integration
  9. OmniChannel Communications
  10. Integrated Messaging
  11. PCI DSS Compliance
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