Quality Customer Contact Technology.
On-Premise Systems & Cloud Services | Contact Centre & Office
Future-proof your organisation with PCXCOM’s range of advanced Call Centre and Office products; available as either On-Premise systems or Cloud services. We’d like to think that choosing PCXCOM is more than a choice in technology, its engagement in a long-term business partnership with a highly successful and reputable organisation with Australian DNA. Moreover, PCXCOM’s innovative call centre and office technology is designed to firstly meet your immediate business requirements, and secondly, as a result of our continuous software upgrades, you are able to meet the challenges of an increasingly changing business environment.
PCXCOM has a range of Cloud-based IP PBX services, to cater for medium to large size offices. The Cloud services cater for either single or multiple sites – and can be accessed from remote locations. Likewise, the OmniChannel Communications platform is increasingly used in an office environment. The range includes Office Express, Office Business & Office Enterprise.
PCXCOM call centre IP based technology is inherently faster, and more efficient than many contemporary systems. Moreover, the intuitive capability of the PCXCOM OmniChannel platform gives organisations the edge over rivals in an increasingly sophisticated and competitive marketplace. Likewise, the OmniChannel platform optimises call centre performance through its capability of developing highly efficient business practices. In other words, you can map your business processes with PCXCOM technology in order to communicate in an integrated manner across multiple channels; and provide meaningful information to management at all levels; whilst promoting best practice principles and continuous improvement throughout.
Organisations gain end-to-end transparency of the ‘customer journey’ via the OmniChannel platform. As a result, greater rapport and customer satisfaction can be achieved in the process. Likewise, the enhanced functionality of the Omnichannel platform provides a more personalised approach across the different touchpoints of a ‘customer’s journey’, as well as greater capacity to respond with immediacy via multiple channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click to Call, IVR, Social Media and websites.
As illustrated below, the OmniChannel platform facilitates a rich dialog between the Customer and Agent via the OmniChannel Loop, whereby Customer Experience (CX) is one of relevance that meets exceptions in a timely manner. Likewise, Agents in your call centre have greater protencity to deliver quality outcomes as a result of relevance, consistency timeliness; the User Experience (UX). Furthermore, Management (MX) have control of operations via the agility, flexibility and scalability of the OmniChannel platform; in addition to gaining operational transparency through quality reporting, call recording and live call monitoring. Ultimately, the Business Experience (BX) is one of; revenue gains, cost reduction, improve profitability and competitive advantage.
Best ‘Fit’ Solutions
PCXCOM has three versions of its Call Centre technology – available as both a Cloud service or an On-Premise system; Contact Centre Express, Contact Centre Business and Contact Centre Enterprise. Each version caters for the different stages and hence requirements of an organisation; ie; start-up, growth, consolidation or maturity.
‘Express’ is perfect for smaller Call Centres, ‘Business’ caters for mid-sized Call Centres, and ‘Enterprise’ is designed for larger Call Centres. Regardless of whether you opt for PCXCOM Cloud or On-Premise, PCXCOM systems operate on a common call centre technology platform, and hence transitioning from one version to the other, or from Cloud to On-Premise (or visa versa) is a seamless process with no operational downtime.
All versions offer a comprehensive array of functions, with the core functions outlined in the table below.
Contact Centre Core Functions
|Agent Screen – with Scripting & FAQ|
|Automated Call Distribution (ACD)|
|Dynamic Automated Call Distribution (ACD)|
|Interactive Voice Response (IVR)|
|Complex Interactive Voice Response (IVR)|
|Click to Dial|
|Predictive Dialler – 3 dialler modes|
|Dynamic Predictive Dialler|
|Advanced Call Recording|
|Live Call Monitoring|
|Supervisor Campaign Management|
|Dynamic Campaign Management|
|Voice over IP (VoIP)|
|Dynamic Voice over IP (VoIP)|
|Workforce Management (WFM)|
|Automated Speech Recognition (ASR)|
|Senior Management Screen|
|Standard Service Desk|
|Priority Service Desk|
|Standard Software Upgrades|
|Premium Software Upgrades|
|ICT Client Manager|
Cloud Services or On-Premise Systems
PCXCOM has a comprehensive range of Cloud services and On-Premise systems to suit any size call centre or office. Agnostic in our approach to onsite or cloud, our recommendations to our clients is based on business requirements, from both a commercial and technical perspective. You can therefore take comfort in that we neither have our ‘head in the Cloud’, nor have a predisposition for On-Premise systems. Our recommendations are therefore based on what makes most sense for your business as a means of gaining competitive advantage. Download: Cloud vs On-Premise
Get started with the cost effective, ‘Express’ predictive dialler system, designed for call centres with 10 agents or less. Drive your business to the next level, and gain marketshare from competitors through high-performance sales activity and productivity gains of up to 300%.
Contact Centre – Business
The feature rich ‘Business’ product range can be installed with full system capability from the outset, or alternatively, an incremental roll-out of functions based on your business requirements. Core functions include; Inbound Call Management ACD & IVR, Predictive Dialler, Call Recording, Live Call Monitoring, & integrated multi-channel communications via the OmniChannel platform. Likewise, CRM integration is a standard feature.
Contact Centre – Enterprise
‘Enterprise’ systems cater for the complexity and demands of large call centres, which often require integrated Unified Communications capability and High Availability infrastructure. The PCXCOM OmniChannel platform delivers game changing technology in this regard, with core functions; Inbound Call Management ACD & IVR, Predictive Dialler, Call Recording, Live Call Monitoring, CRM Integration, and multi-channel communications ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click to Call, IVR, Social Media and websites. Moreover, Contact Centre Enterprise boasts in the vicinity of 200 functions, including Data Analytics, Speech Recognition and Workforce Management (WFM)
Virtual Call Centre – Express & Business
Gain competitive advantage with PCXCOM Cloud services. The ‘Express’ Virtual Call Centre is an entry-point cloud service with both outbound predictive dialler and inbound ACD & IVR call management capability. The ‘Business’ Virtual Call Centre on the other hand has greater functionality, with inherent scalability to cater for larger-scale Call Centre operations, whereby greater operational and flexibility and capability is essential.
Cloud Enterprise – Contact as a Service (CCaaS)
Contact Centre as a Service (CCaaS) is a fully virtualised, private cloud, Enterprise solution, catering for the high demands of large Call Centres needing to operate with substantial flexibility and scalability. Likewise, Unified Communications is often a business critical component for these operations, and hence, CCaaS incorporates the PCXCOM OmniChannel platform to deliver integrated multi-channel communications.
Virtual Auto Attendant
The PCXCOM Virtual Auto Attendant efficiently manages inbound phone calls, directing calls to the appropriate place, or alternatively handling calls without human intervention ie; payment gateways or recorded messages. Customers phoning 1300 numbers 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 with 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.
System Implementation & Service Activation
PCXCOM has considerable expertise in transitioning both midsize and large sites (in both size and operational complexity) to its platform from incumbent technologies – adopting either a transformational or incremental implementation.
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.
Continuous Software Upgrades
Regardless of the PCXCOM technology adopted, our software is continuously upgraded on a regular and scheduled basis to future-proof your business and provide the capacity to gain sustained competitive advantage with the ongoing legacy of operating on contemporary technology. Moreover, PCXCOM eliminates the need for expensive upgrades and/or replacement of technology into the future.
Highly Flexible & Scalable
Functionality can be added to both Cloud services and On-Premise systems as required – and with immediacy via remote access. Likewise, at a Supervisor level, changes to campaigns, such as; scripts, queues, dialler modes, IVR etc can be made quickly, as can operations be scale-up.
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.
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.
PCXCOM also has significant expertise in several sectors, such as ‘collections’, fundraising and market research. As a result, our call centre technology has been integrated with various CRM software such as; Wincollect, Debtcol, Collect!, Mercantile, ThankQ, Donman, iMIS, IBM SPSS and various in-house software developed by our clients.
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. Key functions include; Rostering; Timesheets; Intraday; Scheduling; and Workforce Performance. Download: ‘Quality WFM’
PCXCOM Data analytics provide management with quality insights of the business, derived from both real-time and historical data in order to effectively access and improve operational performance to achieve business objectives.
PCXCOM’s Predictive Data Analytics empowers organisations to optimise performance via; 1) Preferred Time to Call & Schedule Optimisation 2) Advanced contact analytics 3) Automated decisioning and 4) Dynamic campaign management.
Enhanced Telecommunications – VoIP & Data
PCXCOM enhanced telecommunication services deliver commercial, operational and technical benefits across the spectrum. Moreover, PCXCOM quality VoIP and data services are widely used in call centres and offices throughout Australia, USA, UK, NZ and the Philippines.
Operational Transparency – Quality Reporting
Across the spectrum, your organisation will have absolute operational transparency via;
- 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, Contact Centre Reports and Call Recording & Live Call Monitoring
PCXCOM systems have four access levels of reporting;
- Senior Management | KPI Performance Screen & Cost Centre Reports
- 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
Transition from the Cloud to On-Premise
Albeit clients may initially use PCXCOM Cloud services for its immediacy and OpEx price model, as businesses grow over time, the CapEx model of On-Premise systems is often a consideration. Importantly, the transition from one platform to another is a seamless exercise with no operational down time.
Transition from On-Premise systems to the Cloud
PCXCOM Cloud services and Contact Centre a as Service (CCaaS) enables businesses to replace ageing technology with a single communication platform for both the Office and Call Centre. Likewise, the scalability and agility of Cloud services is increasingly popular in a competitive marketplace, as a means of dealing with the challenges of an environment of constant change. Nonetheless, in transitioning to the Cloud, risk mitigation is business critical; and hence PCXCOM incorporates thorough planning, project management and testing throughout the transition process.