Advanced Call Centre Technology.

Our  virtual call centre works on multiple sites or with remote teams or office based agents.  Australian made technology.

Functions include Inbound with ACD and skills based call routing. Auto-attendant, IVR, Speech/Voice Assisted Sales and Fulfillment.
Outbound calling is a breeze with multi-mode dialler  (Preview, Progressive, Power, Predictive and One-Click) with outbound IVR and  Text-To-Speech capability.
Supervisors have real-time visibility of agents current state – on a call, wrapping up etc. including complete call analytics, recording and monitoring. Quality Assurance and training tools and process are builtin.

Our product is Australian made and operated with the development team working with the service and support team in a constant product improvement cycle.

Inbound Call Centre

Inbound call management. Call routed where you want them, when you want them. Time managed queues with voice mail or diversions as required.
Open for business or closed for the weekend or holidays. Manage out of hours calls with voice mail recordings emailed to you.
Inbound with ACD and skills based routing. Auto-attendant IVR and Voice Assisted IVR.

Inbound and Outbound Call Centre

A fully blended inbound and outbound solution. Agents working as inbound, outbound or fully blended agents. Manage your teams as you see fit.
Inbound call management. Call routed where you want them, when you want them. Time managed queues with voice mail or diversions as required.
Open for business or closed for the weekend or holidays. Manage out of hours calls with voice mail recordings emailed to you.
Inbound with ACD and skills based routing. Auto-attendant IVR and Voice Assisted IVR.

On-Premise Systems & Cloud Services | Contact Centre

Future-proof your organisation with PCXCom’s range of advanced Call Centre and Office products; available as either On-Premise  systems or Cloud services.

PCXCom Virtual Call Centre Diagram

Best ‘Fit’ Solutions

PCXCom has three versions of its Call Centre technology – available as both a Cloud service or an On-Premise system.

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Contact Centre Functions

All versions offer a comprehensive array of functions, with the core functions outlined in the table below.

Cloud Services On-Premise
Express Business CCaaS Express Business Enterprise
IP PBX simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Supervisor Console simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Agent Screen – with Scripting & FAQ simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Customisable Wrap-Ups simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Customisable Scripting simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Automated Call Distribution (ACD) simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Dynamic Automated Call Distribution (ACD) simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Interactive Voice Response (IVR) simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Complex Interactive Voice Response (IVR) simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Click to Dial simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Predictive Dialler – 3 dialler modes simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Dynamic Predictive Dialler simple-blue-tick-md simple-blue-tick-md
Call Recording simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Advanced Call Recording simple-blue-tick-md simple-blue-tick-md
Live Call Monitoring simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Supervisor Campaign Management simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Dynamic Campaign Management simple-blue-tick-md simple-blue-tick-md
Voice over IP (VoIP) simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Dynamic Voice over IP (VoIP) simple-blue-tick-md simple-blue-tick-md
CRM Integration simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
OmniChannel Platform simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Workforce Management (WFM) simple-blue-tick-md simple-blue-tick-md
Data Analytics simple-blue-tick-md simple-blue-tick-md
Automated Speech Recognition (ASR) simple-blue-tick-md simple-blue-tick-md
Senior Management Screen simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Standard Service Desk simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Priority Service Desk simple-blue-tick-md simple-blue-tick-md
Standard Software Upgrades simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md simple-blue-tick-md
Premium Software Upgrades simple-blue-tick-md simple-blue-tick-md
ICT Client Manager simple-blue-tick-md simple-blue-tick-md

Cloud Services

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.

Mobility

Smart devices have changed the way we communicate with each other forever! As a result, PCXCom call centre technology caters for the increasing mobilty of consumers and the associated communication methods. The PCXCom platform provides businesses with the capability to communicate with customers across multiple channels, ( Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click-to-Call, IVR, Social Media and websites).

CRM Integration

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.

Enhanced Telecommunications – VoIP & Data

PCXCom enhanced telecommunication services deliver commercial, operational and technical benefits across the spectrum. 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;

  1. Senior Management | KPI Performance Screen & Cost Centre Reports
  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
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