Extraordinary Customer Engagement.

Continuous Consumer Touch-points through to POS & Fulfillment

Engage with your customers in the most relevant, timely and efficient means with PCXCom call centre & office 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. Moreover, 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 retail and franchise 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

Customer Facing Engagement

PCXCom call centre technology enables the coldface of retail and franchise 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 retailers & franchises with capability to respond to customers with immediacy. Moreover, organisations 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.

Client Acquisition

Progressive organisations in the new business paradigm are changing the way call centre technology and communications in general is used – to not only deliver service excellence, but to engage with customers at unprecedented levels across multiple communication channels. In order to do so, PCXCom call centre technology is a sophisticated platform that is inherently designed to optimise business performance.

The predictive dialler function of the OmniChannel platform is a ‘stand- out’ dialler system amongst its contemporaries; providing retailers and franchise organisations the ability to interact with customers across multiple channels; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Websites. As a result, retailers and franchise organisations alike have increased capability to get to sales opportunities ahead of competitors, and indeed gain an increased capacity to gained sustained competitive advantage.

Promotions

Inbound leads generated from advertising activity can be efficiently managed via the Inbound Contact Management function, which incorporates ACD, IVR & ASR functions. Inbound calls are typically prioritised over outbound calls in a fully-blended environment, as are web leads presented to agents with urgency via the Online Lead Priority function.

Appointment Setting

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

Client Retention

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

Customer Satisfaction Surveys

PCXCom call centre technology manages both straight forward customer surveys with only a few questions, or alternatively, comprehensive customer satisfaction surveys to ascertain customer 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 call centre technology facilitates an end-to-end fulfillment process in conjunction with your CRM. Personalise communications from the time of order to product/service delivery. Likewise, ‘dispatch’ teams can keep customers fully informed as to expected delivery time and the logistics of delivery via multiple channels; Voice, SMS, Email, Voice Broadcasts.

Product Recalls

In the case of a product recall, the PCXCom call centre 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 we communicate with each other forever! As a result, PCXCom call centre technology caters for the increasing mobility of consumers and the associated communication methods. Moreover, the PCXCom OmniChannel platform provides businesses with the capability to communicate with customers across multiple channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click-to-Call, IVR, Social Media and websites.

Inbound Contact Management

The sophisticated Inbound Contact Management function effectively manages high volume inbound queues with multiple campaigns, and in addition, treats web enquiries with urgency. Moreover, communicate across multiple channels, and in fully-blended environments, skills-based routing directs customers to the most appropriate agents, based on individual and/or group skill levels of particular products; and/or skill-sets 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

Online Retail  Shopping

Online retail companies can enhance the customer experience with PCXCom functions such as; Click-to-Call, Web-Chat, Online Lead Priority and SMS.

Compliance

Acknowledging that corporate governance compliance is business critical for the Retail & Franchising sector, the feature-set, and indeed flexibility of PCXCom call centre systems enables organisations to meet the immediate and inevitable changing requirements in relation 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 retail and franchise 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

Key Functions for Quality Retail & Franchise Operations