Resulting from years of experience offering telecommunications services to businesses and after closely listening to our clients needs, PCG developed the Smart Network platform: a dynamic and intelligent solution to high call volumes and complex routing, also preserving client security and a very effective customer support.
In addition, Smart Network provides a multilingual web interface where the user can obtain all kinds of statistical communication reports as well as the tools needed to personalize your services. The graphics and statistical reports would be done in real time, including filtering of options, originations, terminations, schedules, time intervals, service areas as well as other criteria needed by you. We also provide monitoring interfaces to listen to calls in real time, as well as pre-recorded calls and call transcriptions.
SmartNetwork interface was designed to guarantee secured access as well as levels of permission to access the different configurations. You and your administrators will be able to create domains, groups and users as well as system's instructions to grant or deny access to system information, reports, and graphics. This will ensure that the information is sectioned and only the needed information and reports would be available for each particular user. This level of security is paramount because some user or administrator could be given access to change or modify call flow, call handling, service parameters, call recording, service or operating times, or any other customized parameter needed for your particular business.
A more profound understanding of your call traffic and volume will allow you to determine if you need grow your capacity to respond to the calls or if you are spending funds inefficiently in the use of your call centers or other customer service operations. You will also be able to measure the efficiency of your sales force answering calls and the customer experience. In the particular case of "in house" or "outsourced" call centers used by your business, you will have unprecedented third party auditing control over the quality of services you are receiving from your call centers. This feature alone will give you the confidence to know the quality of service your customers are receiving.
SmartNetwork will free more of your time spent in manually or less efficient ways of compiling information so that you can spend more time in other more important areas of your business, like decision making and created effective market responses.
