Robust & Reliable Technology for Health & Emergency Services.
Medical Centres | Dental Clinics | Pharmaceuticals | Well-Being | Emergency Services
Engage with the medical profession, patients and customers alike, in the most relevant, timely and efficient means with PCXCom systems. Suitable for all types of organisations in the Health sector ie; Medical Centres; Home Doctor Services; Dental Clinics; Pharmaceuticals; Well-Being products; and Emergency Services.
The PCXCom OmniChannel platform caters for a myriad of different applications for the health and emergency services sectors – catering for call centres, field staff, reception desks and notification and alert services.
Customer Facing Engagement
PCXCom call centre technology enables the coldface of organisations in the health sector, and emergency services 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.
Core components of PCXCom call centre technology includes; Predictive Dialler; Automatic Call Distribution (ACD); Interactive Voice Response (IVR); Automated Speech Recognition (ASR); Call Recording; IP PBX; and OmniChannel Communications Manager.
Inbound | Outbound | Fully Blended
PCXCom call centre technology provides 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.
The PCXCom OmniChannel communications platform provides organisations with the capability to communicate with customers 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 the Web.
Engagement with patients, customers, medical professionals and suppliers alike, can be achieved across multiple channels, in both an intuitive and integrated manner. Furthermore, the flexibility and agility of PCXCom call centre technology equips organisations with the capability to deal with the ebbs and flows of day to day business activities.
Medical Centres & Dental Clinics
Key features of PCXCom systems that are relevant to both Medical Centres and Dental Clinics include; IP PBX; Software or Hardware options for Reception Desks; Call Recording; Auto Attendant; Inbound Queue Management; Electronic Messaging; CRM integration; Multi-site capability; Presence – organisational transparency of the status quo of staff ie; on the phone, in a meeting, out of office etc. Importantly, a complete audit trail of patient interaction across multiple communication channels is available at any time – incorporating time stamps and call recording. Furthermore, PCXCom facilitates appointment reminder services via SMS.
Well-Being Products & Services
Direct Sales organisations selling well-being products such as vitamin supplements etc, are able to take full advantage of the capabilities of PCXCom call centre systems; able to manage high volume inbound, outbound and fully blended campaigns. Likewise, agents can operate across multiple campaigns (inbound and/or outbound), with specific scripts, FAQ, reporting, and 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.
End-to-end order fulfillment is made easy with PCXCom call centre technology, used in conjunction with your CRM. Effectively communicate the ‘dispatch’ of products and services from the time of order to product delivery. In addition, communicate expected delivery times in a timely and accurate manner via multiple channels; Voice, SMS, Email, Voice Broadcasts.
In addition to the Customer Service capabilities of PCXCom call centre technology, pharmaceutical companies can also exploit the OmniChannel platform in communicating with field staff and medical professionals alike. Moreover, the Appointment Setting module enables organisations to fill the diaries of representatives in the field, whilst the Seminar Management module is an end-to-end management tool to effectively run the dynamics of seminars. These modules are often used in conjunction with the predictive dialler or inbound contact management functions to improve efficiency and productivity.
PCXCom systems cater for medical services such as; scheduling appointments for ‘Home Doctor’ services; Life Threatening Alert services; Reminder services and for communicating with field staff across multiple channels ie; SMS, Voice and Email.
The OmniChannel communications platform provides Emergency Services with a range of communication channels such as SMS and Voice Broadcasting to issue alerts and updates of situations. Likewise, functions such as; an Auto Attendant, IVR’s and ACD Inbound Call Management functions can be effectively used to manage day to day activity, as well as set-up Service Hotlines for catastrophic situations.
The OmniChannel platform offers a highly flexible and scalable platform to cater for potential high call volumes with significant spikes.
PCXCom notification services are are available via the OmniChannel platform as both on-premise and cloud-based services. The services is typically used for one of three applications; Reminders; Field Staff communication; and Emergency Alerts. Importantly, the OmniChannel platform is a robust, highly flexible and scalable platform that caters for high call and messaging volumes and significant spikes.
Both SMS and Voice Broadcasting is available as communication channels, both incorporating rapid response change management capabilities as a means of activating messages with immediacy. Importantly, a complete communications audit trail of activity is a standard function of the OmniChannel platform.
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.
Virtual Auto Attendant
Ideal for after hours and/or 24/7 services, the cloud-based, Virtual Auto Attendant efficiently manages inbound phone calls, to either direct calls to the appropriate place, or alternatively handle calls without human intervention ie; payment gateways or recorded messages. Customers phoning a 1300 number are greeted by customised prompts as either a standard IVR with DTMF requests ie; “push 1 to talk to Customer Service” etc, or Speech Recognition ie; “to verify your account details, please tell me your account number” – or it can be configured as a combination of both.
The service comes complete with a VPN, 1300 numbers, a management screen to make changes to queues, and the capacity to segment billing to different accounts.
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.
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.
Acknowledging that corporate governance compliance is business critical for the Health and Emergency Services sectors, the feature-set, and indeed flexibility of PCXCom call centre systems will enable you to meet the immediate and inevitable changing requirements in regard to government Acts and regulatory bodies such as ASIC and ACCC.
Workforce Management (WFM)
Improve service levels and reduce staffing costs by closely matching staffing levels to workload with accurate forecasts, and intelligent real-time monitoring and reporting with Workforce Management (WFM) software. Likewise, increase the quality and speed of service, the efficiency of your staffing schedules and lower operational cost and reducing wage expenses. WFM has the following key functions; Rostering; Timesheets; Intraday; Scheduling; Workforce Performance; provides Download: Quality WFM
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.
Acknowledging the business critical and sometimes life threatening situations often associated with the health and emergency services 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;
- Senior Management | KPI Performance Screen &
- Contact Centre | Performance Management WallBoard Display
- Supervisor & Team Leader | Supervisor Screen – Performance Management, KPI & System Performance plus the PCXCom Smart Device APP
- Agent | Self Performance
Key Functions of the Health & Emergency Services Sectors
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;
- Multi-site capability
- Predictive Dialler
- Inbound Call Management IVR & ACD
- Fully Blended Environments
- Call Recording & Monitoring
- Workforce Management (WFM)
- Payment Gateways
- CRM Software Integration
- OmniChannel Communications
- Integrated Messaging
- PCI DSS Compliance