Extraordinary Customer Engagement.

Sales | Reservations | Customer Service | Compliance

Engage with customers in the most relevant, timely and efficient means with PCXCOM call centre technology. Suitable for all types of companies in the travel sector ie; Hotels & Resorts, Online, Airlines and Travel Agents, typical business applications include; Call Centres, Reservations, Customer Service,  Direct Sales, Loyalty Programmes,  and Website enhancements.

Moreover, the intuitive capability of the PCXCOM OmniChannel platform provides the banking & finance 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); Call Recording; IP PBX, and OmniChannel Communications Manager.

Customer Facing Engagement

PCXCOM call centre technology enables the coldface of travel organisations ie; Reservations, Sales & Customer Service, to meet the challenges of constant change in a dynamic marketplace. Moreover, the OmniChannel communications platform provides travel companies 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 Websites.

Contact Centres

Call centres are widely in the travel sector by Airlines, Travel Agent Chains, Hotel Chains, Loyalty Clubs and the likes. PCXCOM call centre technology enables travel companies to communicate efficiently across multiple communication mediums, and hence develop sustained competitive advantage. The PCXCOM OmniChannel platform is an advanced communications platform, that facilitates dynamic customer and supplier engagement across multiple channels, in an intuitive and integrated manner. Furthermore, the flexibility and agility of PCXCOM call centre technology equips travel organisations with the capability to deal with the ebbs and flows of day to day business activities.

OmniChannel Communications

Travel companies gain end-to-end transparency of the ‘customer journey’ via the OmniChannel platform, resulting in greater rapport and customer satisfaction. Likewise, the enhanced functionality of the OmniChannel platform delivers a more personalised approach across the different touchpoints of a ‘customer’s journey’, with greater capacity to respond with immediacy via multiple communication channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click-to-Call, IVR, Social Media and Websites.

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Customer Service & Reservations

Inbound | Outbound | 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.

Direct Sales

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 marketshare. 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.

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Outbound

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.

Inbound

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 and solicit interest in new products and services.

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.

Online Travel Sites

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

Travel Agents & Hotel Chains

PCXCOM PBX and call centre technology effectively manages the complexities of multiple business units within a business, regardless of locations on either a national or global basis. PBX and call centre capabilities can be configured as either a centralised or localised models ie; subsidiaries, call centres, hotel receptions and franchises. Interactions with customers can be managed across multiple communication channels, such as Voice, SMS, Email and Websites, and the Inbound Contact Management ACD, IVR, ASR and skills-based/location-based routing directs customers to the most appropriate personnel – as determined by your business rules. ‘Presence’ functionality also provides full transparency of staff status.

Virtual Auto Attendant

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.

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Notification Services

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 & Confirmations; 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.

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.

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

CRM Integration

PCXCOM call centre systems and cloud services are compatible and can be integrated with any modern travel CRM software, including; Galileo, Armadeus, Checkfront and itravel. Likewise, PCXCOM call centre systems are compatiable with; 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 customer contact technology in the travel 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.

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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 the Travel Sector

What appeals most about PCXCOM systems is their reliability and agility to manage the multi-faceted and often complex environments of the Travel sector. omnichannel_cluster_flat_03Key functions include;

  1. Multi-site capability
  2. Predictive Dialler
  3. Inbound Call Management IVR & ACD
  4. Fully Blended Environments
  5. Call Recording & Monitoring
  6. Workforce Management (WFM)
  7. Payment Gateways
  8. CRM Software Integration
  9. OmniChannel Communications
  10. Integrated Messaging
  11. PCI DSS Compliance