Outbound Contact Technology – Call your customers, Fast!
Need your agents making outbound calls?
Use our multi-mode powerful dialler – (supporting Preview, Progressive/Power, Predictive, One-Click dialling and more).
Campaign selected outbound caller-id set to route inbound return calls to the correct queue/team.
Control how your lists are called. Manage your attempt counts, generate actions based on outcomes.
Use Call Progress Analysis to manage answering machines. Hang up , leave a message, send an email or a text.
Schedule dialler, campaign or agent based call backs. Set recall timers for Busy and No Answer outcomes.
Filter your list, call customer at their preferred times. Time Zone and calling hours aware – don’t call at the wrong times.
On-Premise & Cloud Services – Contact Centre Solution
Future-proof your organisation with PCXCom’s range of advanced Call Centre technology for On-Premise or Cloud. Built with Austraian technology and deployed in Australia, the US and UK – 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.
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.
Contact Centre Core Functions
All versions offer a comprehensive array of functions, with the core functions outlined in the table below.
|Powerful IP PBX|
|Agent Screen – with Scripting & FAQ|
|Automated Call Distribution (ACD)|
|Dynamic Automated Call Distribution (ACD)|
|Interactive Voice Response (IVR)|
|Complex and Speech Assisted (IVR)|
|Click to Dial, Power Dial|
|Outbound 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.
Virtual Call Centre – Express & Business Outbound
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
When dialling outbound, the call back mechanism are often ignored or forgotten. Our Virtual Auto Attendant efficiently manages outbound generated callback (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; “In a few words, say what your call is avout”, or “to verify your account details, please tell me your account number”.
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.
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 their outbound call 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, focused on outbound campaigns, across the spectrum. CXCom quality VoIP and data services are widely used in call centres and offices throughout Australia, USA, UK, NZ and the Philippines.
Real Time 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
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