Optimise Fundraising Performance

Art Unions | Donations | Fundraising | Events | Merchandising

The sophisticated Fundraising Module of PCXCOM call centre systems caters for the complexities of the Fundraising & Charities sector. The module has been designed to both efficiently and effectively manage; Art Unions; Donations; Fundraising; Events; and Merchandising.

Moreover, the intuitive capability of the PCXCOM OmniChannel platform provides the fundraising 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.

Outbound | Inbound | 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 donors 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

Fundraising organisations gain capability to communicate with donors, 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 ‘donor 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 ‘donor’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 fundraising 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.

Art Unions

The PCXCOM Fundraising Module effectively and efficiently manages the end-to-end complexities of running an Art Union; and in compliance with regulatory bodies. Key functions include;

  1. Reconciliation of each lottery in compliance with regulatory requirements
  2. Agent & System Payment Gateway access
  3. PCI DSS compliance for credit card payments
  4. Workforce Management
  5. Digital Generation & Issuing of Tickets
  6. Agent Commission Management
  7. Fundraising Software integration
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Donations & Merchandising

Regardless of whether your organisation is taking straight donations or selling merchandise, the PCXCOM Fundraising Module will facilitate the end-to-end process – and with a complete audit trail of donor interactions. Gain competitive advantage by engaging with donors in the most relevant, timely and efficient means via the PCXCOM OmniChannel platform, and in particular, the predictive dialler function.

Likewise, the advanced call centre communications platform not only facilitates interactions with donors through multiple channels – it does so in an intuitive and integrated manner. For instance, donors can interact across; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, and Websites. Importantly, customer mobility on various smart devices can also be taken into consideration. Likewise, use the predictive dialler function to solicit donations.

Events

PCXCOM Fundraising Module provides a means of managing the complexities of running events; managing both participants and event logistics.

Outsourced Fundraising Bureaus

PCXCOM call centre technology used in conjunction with the Fundraising Module, provides outsource organisations with the capability to optimise performance across multiple campaigns, clients and fundraising disciplines. Likewise, PCXCOM has the capability to manage the complexities associated with the fundraising – on both a large and small scale.

Likewise, manage multiple products across multiple communication channels via the OmniChannel platform, which not only optimises call centre performance, it also provides a means of executing business strategies and developing highly efficient business practices. In other words, you can map your business processes with PCXCOM technology in order to communicate in an integrated manner across multiple channels; and most importantly, provide meaningful information to management at all levels; whilst promoting best practice principles and continuous improvement in the process.

Gain competitive advantage by engaging with donors in the most relevant, timely and efficient means via the PCXCOM OmniChannel platform. The advanced, call centre communications platform will not only facilitate donor interactions through multiple channels – it does so in an intuitive and integrated manner. Moreover, the OmniChannel platform provides outsourced bureaus with the capacity to apply a more personalised approach across customer interaction touchpoints, and hence the ‘customer journey’. Interact with donors via; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, and Websites.

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.

Fundraising Bundled Rates

PCXCOM is proud to be associated with the tireless efforts of the Fundraising & Charity sector in Australia, and hence for our part, offer the fundraising sector bundled telecommunications services.

Compliance

Acknowledging that corporate governance compliance is business critical for the Fundraising & Charity sector, 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 the ACCC. Likewise, the fundraising module of PCXcom call centre technology enables Art Unions to comply with gaming legislation, with capability to produce both accurate and timely reporting of ticket registers with bank reconciliations.

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 donors.

CRM Integration

PCXCOM call centre systems and Cloud services are compatible with Fundraising CRM’s such as Donman, iMIS or ThankQ. In addition, vision impaired agents can operate via integration of specialist software. Furthermore, 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.

NDIS

PCXCOM call centre technology will enable those organisations that supply services through the NDIS, to better compete for the provision of service, with increased capability to effectively communicate with participants via the OmniChannel communications platform.

Business Continuity

Acknowledging the business critical nature of the fundraising and charity sector, 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 ReportingDevices-app-desktop-laptop-mobile-tablet

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

Key Functions for Quality Fundraising & Charity Management

What appeals most about PCXCOM systems by the sector is the reliability and agility to manage campaigns in compliance with regulatory requirements. omnichannel_cluster_flat_03Key functions include;

  1. Predictive Dialler
  2. Inbound Call Management IVR & ACD
  3. Fully Blended Environments
  4. Call Recording & Monitoring
  5. Workforce Management (WFM)
  6. Payment Gateways
  7. Fundraising Software Integration
  8. Fundraising Module
  9. Right Time to Call
  10. OmniChannel Communications
  11. Integrated Electronic Messaging
  12. PCI DSS Compliance
  13. End of Month Consolidation Reports