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.
Deliver Outstanding Service
Work more efficiently with user-friendly agent and admin management interfaces.
Offer Exceptional Experiences
Create effortless experiences with skills based routing and advanced call centre functionality.
Efficient Performance Monitoring
Track, manage and drive contact centre performance with actionable analytic wallboards..
Open Standard Integrations
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 Center 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
THOUSANDS OF COMPANIES TRUST PASCOM TO STAY CONNECTED
Gary Redmond, Corporate Infrastructure Manager
We opted for the pascom phone system as it delivered all the advanced functionality and ease of management we were looking for when replacing our old Asterisk system and further drive our excellent customer service standards, coupled with the ability to retain our Snom desk phones to ensure maximum R.O.I, ease of integration with our new pascom phone system and deliver maximum audio quality for our sales and customer service teams.
Philipp Meixner, CEO
As a communications agency with just under 20 employees, the pascom phone system is perfect for us. The technical concept simply functions, which is what you want. The service is exceptional and always accessible (even if it is rarely needed) and as one of the agency’s business partners, we can only recommend pascom: open, straight forward, pleasant to work with - great. Thank you pascom!
Stephan Förderung, CEO
We chose pascom because their phone systems offer a sleek, easy to use UC client and administration UI whilst providing us with all the PBX and UC features, control and visibility that we could possibly need from our business communications solution. As a result of our excellent experience, we are happy to recommend pascom phone systems to all our customers.
Lars Hoeger, IT Director
When we make decisions regarding new systems, we want to make sure that we have both reins firmly in our hands. Therefore, it is essential to implement systems which adhere to OpenStandards, allowing us to seamlessly connect and integrate these to our existing systems. In addition, we require reliable suppliers, who are ready to customise their solutions to our requirements, which is why we chose pascom who offer exactly this service and more.
Kassandra Martin, Deputy Director & Reception Manager
We chose pascom as our telephony solution in part due to the scalability, flexibility and ease of deployment. In addition, the pascom platform functions perfectly with our digital guest directories in our rooms whilst offering the largest range of features at easily the most cost effective price compared to alternative solutions. A further deciding factor was the wide choice of compatible hardware that choosing pascom afforded us.