Build Experiences That Matter
For the modern business, contact center experiences and engagement are key to success. Customers are no longer prepared to wait patiently in a queue, but rather expect effortless immediate customer service. As a business, fulfiling these expectations is key to customer acquisition and retention and can only be achieved through adopting a collaborative approach to call and contact centre operations.
Work more efficiently with user-friendly agent and admin management interfaces.
Create effortless experiences with skills based routing and advanced call centre functionality.
Track, manage and drive contact centre performance with actionable analytic wallboards.
Optimise workflows by connecting every day business applications thanks to open APIs.
Boost Productivity with Team Collaboration
pascom unifies call centre and team collaboration functionality to deliver a multichannel contact centre solution, enabling you to increase your contact centre’s first call resolution rates, bring down caller waiting times and add the personal touch to your customer engagement. Through adopting a collaborative approach to contact centre operations, call agents are well equipped with instant desktop access to essential information and tools enabling to offer outstanding customer service.
- Quickly answer customer questions with Team Chat.
- Efficiently resolve complex issues with video, desktop and file sharing.
- Add the personal touch with Call Labels and detailed caller information.
- Seamless CTI desktop and workflow integration.
Advanced Features For Enhanced Experiences
The pascom Contact Centre suite combines traditional call centre PBX functionality i.e. AutoAttendant, IVRs and Music on Hold with intelligent call queuing, professional Automatic Call Distributors (ACD) and Call Recording to ensure your callers benefit from an effortless, customer-friendly in-call experience. Further enhance inbound call routing with Skills-based routing to connect callers to the most qualified agent first up, reducing wait, talk and hold times whilst improving resolution rates.
- Dynamically log agents in and out of queues.
- Automated Call Distribution and Team Management.
- Ensure service quality & training with inbuilt call recording.
- Bolster agent performance with Skills Based Routing.
Measure Contact Centre Performance
Identify and react to spikes in call volumes, call routing issues and improve future resource planning with indepth real-time contact centre monitoring and actionable analytics. pascom’s contact centre wallboard solutions allow campaign managers and team supervisors to monitor agent and centre performance in real-time, allowing them to ensure service levels and support agents in hitting targets.
- Integrated wallboard for real-time performance monitoring.
- Monitor Quality of Service and SLA KPIs
- Live call distribution, talk and hold times, and abandoned call rates.
- Customisable to match your contact centre KPI requirements.
Desktop CTI & CRM, ERP Integrations
Seamlessly integrate your pascom contact centre solution into a wide range of CRM, ERP, accountancy and patient management software systems and benefit from a fully unified contact centre solution. Contact Centre tools such as click-2-dial vastly simplify contact center agent workflows while CRM system integration automatically keeps the central phone book upto date, ensuring your agents have instant access to the most accurate customer information to further improve the customer experience (CX).
- Automatically or manually access customer records via the pascom app.
- Start calls from within your browser or application via Click-to-Dial.
- Easily add and customise 3rd party integrations using the pascom connector.
- Create bespoke server-side integrations using the pascom REST API.
Why Upgrade to a Collaborative Contact Centre?
Customers expectations today have shifted from patiently waiting in line to expecting anywhere, anytime service that is fast, accurate and effortless. As a business, fulfiling these customer expectations is key to promoting customer engagement with exceptional customer experiences and can only be achieved through a combination of unified communications and call / contact centre technologies.
WORK FROM ANYWHERE
SIMPLE SETUP AND MANAGEMENT
CLOUD UNIFIED COMMUNICATIONS
Android™/IOS MOBILE VOIP APPS
NATIVE VIDEO & WEB CONFERENCING
ADVANCED CALL & CONTACT CENTRE