Extraordinary Customer Engagement.
Sales | Customer Service | Helpdesk Support | Distribution
Engage with your customers in the most relevant, timely and efficient means with PCXCom call centre systems; which are suitable for all types of technology products and services ie; hardware, software, telecommunications and peripherals. Moreover, organisations develop sustained competitive advantage via the PCXCom OmniChannel – an advanced, call centre communications platform that not only facilitates dynamic customer and supplier engagement across multiple channels, it does so in an intuitive and integrated manner. Furthermore, the flexibility and agility of PCXCom technology equips organisations with the capability to deal with the ebbs and flows of day to day business activities.
Customer Facing Engagement
PCXCom call centre technology enables business disciplines at the coldface ie; Customer Service, Sales, Distribution, Helpdesk Support etc, to meet the challenges of constant change in a dynamic marketplace. Moreover, the 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 Web.
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. Core components of PCXCom call centre technology includes; Automatic Call Distribution (ACD); Interactive Voice Response (IVR); Automated Speech Recognition (ASR); Call Recording; IP PBX; and Predictive Dialler.
Attend to sales leads ahead of your competitors, generate sales leads with vengeance, and drive high activity sales operations with PCXCom call centre systems. Moreover, progressive organisations in the new business paradigm are changing the way they use technology in their pursuit of market share. Furthermore, quality engagement across multiple channels with potential customers is an imperative; and can be achieved at unprecedented levels via the PCXCom OmniChannel platform ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click to Call, IVR, Social Media and your website.
Outbound acquisition activities are best managed through the predictive dialler function, which can be used for high activity market saturation strategies, or alternatively a more targeted approach by using the predictive dialler and the OmniChannel platform with greater finesse.
PCXCom call centre technology gives organisations the capability to manage inbound sales leads in both a prompt and efficient manner – across multiple channels. The OmniChannel platform facilitates leads generated from multiple channels such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Websites. Likewise, in a fully blended environment, inbound leads can be prioritised over outbound prospecting as a means of optimising sales opportunities.
Cross-Sell | Up-Sell
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, in order to secure clientele, cross-sell, up-sell, or solicit interest in new products and services.
Fill the diaries of your field sales staff with the Appointment Setting module – ideal for organisations with face to face sales models. Often used in conjunction with the predictive dialler or inbound contact management functions, businesses can solicit the marketplace for new sales opportunities, as well as efficiently manage inbound enquiries by phone or from your website.
The OmniChannel platform gives organisations with the capability to respond to customers with immediacy. Moreover, firms 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 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.
Managing customer churn is particularly relevant for telecommunications companies when client contracts are up for renewal. The multi-faceted OmniChannel platform enables organisations to reduce churn by proactively contacting clients via multiple communication channels prior to anniversary dates.
In the case of a product recall, the PCXCom system will efficiently manage the logistics and sensitivities of such an event, utilising the agent scripting and FAQ functions for consistency, in addition to use of multiple communication channels such as; Voice, SMS, Email, Voice Broadcasts.
Distribution & Fulfillment
Fulfillment of orders for all types of technology products ie; hardware, software, telecommunications and peripherals, is made easier with PCXCom call centre technology. Manage the end-to-end fulfillment process in conjunction with your CRM. Effectively communicate the ‘dispatch’ of products and services from the time of order to product delivery. Moreover, communicate expected delivery times in a timely and accurate manner via multiple channels ie; Voice, SMS, Email, Voice Broadcasts.
The complexities of servicing Reseller networks is effectively managed through PCXCom call centre systems and your CRM. Interactions with Resellers can be managed across multiple channels such as; Voice, SMS, Web, Email etc. Likewise, skills-based routing directs Resellers to the most appropriate agents, based on individual and/or group skill levels of particular products.
Reduce your Debtor Day KPI with the comprehensive functionality of PCXCom call centre systems. Moreover, manage your Accounts Receivable (AR) process with greater efficiency and effectiveness. Core functions include; Predictive Dialler, Click-to-Dial, Call Recording, Call Monitoring, Scripts & FAQ, PCI DSS compliant Credit Card payments, and Payment Gateways with either your merchant bank or with companies such as Eway, Paypal and EziDebit.
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
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.
Acknowledging that corporate governance compliance is business critical, 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.
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 technology 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 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 Technology Sector Operations
What appeals most about PCXCom call centre systems is their reliability and agility to manage the multi-faceted and often complex environments of the technology 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