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
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.
Retail and Franchise 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 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.
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.
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.
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.
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.
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.
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.
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.
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
PCXCom call centre technology efficiently manages the complexities of Franchise operations – effectively managing high volume inbound queues with multiple campaigns, and in addition, treating web enquiries with urgency. Moreover, communication with customers and indeed Franchisees can be effectively 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.
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.
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.
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.
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.
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.
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
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 for Quality Retail & Franchise Operations
What appeals most about PCXCom systems is their reliability and agility to manage complex environments of managing and fulfilment of orders. Key functions include;
- 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