PCS Group – Technology Solutions Services

Technology Solutions Services

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The success of any organization depends upon the communication and connection with clients, be it to thrive in the connected world or meeting the new requirements for agility, PCS group is defining the new way to benefit customers from its services across the globe.

PCS Group is committed to provide the complete solutions to its clients in every possible way. Believing in customer services as the key to business, the company ensures installation, implementation and maintenance of every call center with quality support and services. PCS group provides a full range of services with updated technology while ensuring the ease and response of clients.

  • Networking : – The entire floor is networked separately for Voice and Data using AMP CAT 5e Network cable providing each seat with a LAN and VOICE Point. There is a room for the data and voice network in the server room set up on the floor itself while keeping it separate and secure from other networks. The telecom fibers and direct lines to the server room have been also provided.
  • Telecom : – This company has facilitated all its clients the required services with cutting edge technology. On an exclusive basis, PRI lines are provided to make it easier as well as convenient for the people involved in client’s operations to get a seamless access to the voice lines without any disturbance.
  • Servers: – A range of server systems is present at the facility from database to security servers and stands alone to blade servers. Standard servers for the dialer operations to run the client process are provided as the part of package. Keeping the client’s requirements in mind which ranges from storage servers or space to withhold the data for a given time, company never leaves any stone unturned in fulfilling the client’s demand.
  • Dialer : – The company provides blended solutions to the clients which potentially handles the outbound operations exceptionally at both the fronts including user level as well as admin level. Despite services being independent of the operating system, these are extremely strong as well as secure due to its Linux base. The technology provides an added advantage of landing the PRI lines directly on a standalone server and even eliminates the use of an external PBX as it is integrated within the solution which manages the same with its own intelligence thereby eliminating the chances of mistake. The basic features involved are Automated Lead list management, Lead Churn, Automatic managed callback scheduling, quality control access and management, live call barge in, remote call barge in, remote access to high end controls like screen capture, call capture, conference, disconnect finder etc.Feature of the Dialer can be briefed as below:
    • Highly adaptive in nature with auto pacing
    • Intuitiveness to detect and mark a lead list as bad or a gateway as unreachable
    • Facility for the agents to move to Preview (Manual Mode) in between Predictive calling
    • Web based Interfaces for configurations
    • Telnet based access for monitoring the call flow
    • Live update on the lead status for each list
    • Facility to set bulk rescheduling and re-churning of the leads
    • Facility to set call backs from the agent interface
    • Facility to set strict mode for a call back so that the same agent receives the call the next time when the lead is called back.
    • Setting up call back in predictive mode based on basic disposition of the Dialer as well as customized disposition for the campaigns as created by the administrator.
  • Automatic Call Distribution System
    • Normal and skill based routing
    • Roaming Agents and Queue
    • Live Call Barge-in
    • Advanced web based Campaign manager
    • Supports multiple campaigns
    • Inbound, Outbound and Blended Campaigns
    • Call Conferencing
    • Third Party Verification (TPV)
    • Customized MoH (Music on Hold) for each campaign
    • Call Transfer (Agent to Agent) and (Campaign to Campaign)
    • Screen Transfer in case of agent to agent call transfer
    • Customizable Campaign wise AUX Reasons
    • Detailed ACD reporting with all such stats as Total Calls Offered, Percentage Offered.
    • Percentage Abandoned, Average Talk Time, Average Call Handling Time, Total Hold Time, Average Hold Time, Total Queue Time, Average Queue Time, etc.
  • Customer Relationship Management
    • Campaign wise customizable CRM
    • Totally Script based
    • Entire look and feel of the CRM can be different for different campaigns
    • Customizable Dispositions, which can be also used to reschedule and re churn calls
    • Customized Reporting can be generated for each of the different CRMs
    • All such reporting savable in XLS format
    • All reports based on Dispositions, List Call Summary and Customer wise reporting etc.
  • Call Barge In
    • Supports both call barge in as well as line barge in
    • Call barge in possible from remote location
    • Agents can initiate conferencing for the customer with a third party verifier
    • Agents can join the conference or can go ahead to take the next calls
    • Secured process of taking vital information like credit card details etc from the customer by doing a conference call between the customer and a customized IVRS.
  • Voice Logger
    • Blanket recording of calls across all campaigns
    • Agent can have the facility record his own calls
    • Saved in wav file format
    • Sound files can be searched on the basis of date, time, length of file, dispositions, customer phone number, agent id, campaign etc
    • Sound files can be archived and downloaded from the admin UI
    • Sound files can be played in the browser itself
  • Data Security
    • PCS runs on top of hardened Linux OS. It comes with a complete ACL for administrators and floor managers. OS shell access is only available to support engineers for maintenance.
    • PCS provides complete activity log for network admin and users to trace the changes made by any user.
    • The voice file access can be password protected for greater security especially in outbound sales calling.
    • Any database backup taken from CRM comes in encrypted format and cannot be compromised with.
    • Administrators of IT can use HTTPS connection for additional security.
    • A certified voice license codec is provided on each agent system providing un-matched voice quality and making the Agent computer a standalone sufficient machine for data and voice features by just using an ordinary headset.
  • Technology Team
    • A dedicated technology team with an expertise in dialer management, floor support management, vendor management, equipment management will be provided to manage the technical infrastructure delicately used for the client operations.
    • Emphasis will be laid down to each and every system on the operations’ floor and a no failure situation at each and every system has always been the motto.