PTSCX Cloud Platform
Radialpoint’s flexible PTSCX Cloud Platform will turbocharge your company’s call center operations and let you quickly build and execute PTS programs that fit your specific business goals.
Our white-labeled PTS offering and SaaS subscription management platform provide the end-to-end solution you need to deliver the industry’s broadest scope of support. Built-in support automation and best practices help you realize the lowest cost-to-serve for complex consumer technology problems, so you can support your customer across their entire technology footprint and provide a superior Customer Experience.
Maximum Control and Flexibility
- Increase agent performance through extensive support automation and best-practice standard operating procedures
- Deliver an enhanced level of service for the industry’s widest scope of technology support, handling both break-fix and “how to” calls quickly, efficiently and with greater ease
- Easily create custom support offerings and bundle them with core products and services, or sell on a stand-alone basis
- Sell one-time or ongoing subscription offerings leveraging built-in billing & tax capabilities
- Manage and oversee service delivery from all your contact centers, including all the necessary performance and agent reporting
- Realize significant integration cost savings with pre-integrated subscriber management tools
- Support a single, unified customer experience with API integration options into your existing billing, CRM and other back-end systems
- Incorporate your existing technology and customer services into the PTSCX platform for a unique differentiation of your offers
Better Tools for Better Agent Performance
Agents can only be as good as their tools, and PTSCX Cloud gives them only the best. Embedded within our platform are years of PTS operational expertise, from Standard Operating Procedures for major technical support call drivers, to automation tools, insightful views into customer devices, and chat, voice and remote control capabilities. You’ll actually be able to handle 50% more customers per shift, without sacrificing Customer Experience.
Know More, Automate More with Multi-Device Software Agents
Radialpoint Multi-Device Software Agents live on customer devices, expanding your customer relationship by giving you an ongoing branded presence during every support-related action. Our software agents give your support agents a unique device-level view, while providing proactive solutions along with self-help tools and personalized tutorials to your customers. They also give customers immediate access to a live agent and, by relaying device-level data back for analysis, enable deeper Customer Experience Management capabilities to your organization.
Transform your cost center into a Customer Experience center
With PTSCX Cloud, out-of-scope support calls can go from being an expense to being part of a revenue-generating PTS offering. Even during multi-vendor device support, PTSCX Cloud provides the support agent tools and processes to help greatly increase first-time resolution, with reduced handle times, and high customer satisfaction.
What PTSCX Cloud Includes
Multi-Device Software Agents
On-device software that provides support agents with direct insight and access to customer devices. Our software agents provide your customers with a user-friendly app that supplies automated device optimization, self-help tools and applications, and a single point of entry to access remote expert support.
Self-Help and Tutorials
Targeted self-help options let your customers find convenient solutions to problems on their own. The platform uses knowledge of subscribers and their devices to deliver self-help content based on the customer’s context.
Business Intelligence and Analytics
Our analytics provide you with detailed, actionable insights into your PTS program, how it’s performing and where it can be improved. You’ll have the ability to measure service quality and efficiency, and identify support trends in order to help improve service delivery efficiency and the Customer Experience.
eCommerce and Billing
Create flexible subscription billing plans and billing rules to match your product offering strategy, including management of setup fees, trials, discounts and promotions, and early disconnect fees. The cloud includes full eCommerce capabilities for your support agents or customers to manage billing information, service subscriptions and upgrades/downgrades, as well as access account history.
Proactive Maintenance and Support
We reduce support issues with proactive diagnostics and automated solutions to common problems. These include automated device tune-ups and management of key device configurations, including end-point security, OS and Security updates, online backup settings and app installations and updates.
Remote Support Automation
Streamlines support agent processes for maximum efficiency. Includes ticket and support interaction management, remote chat and device takeover, 360-degree view of the customer (including device inventory), intelligent support ticket routing and escalation, guided operating procedures and remote fix delivery tools.
Subscriber Management and Product Catalog
Unified account and subscription management for all technology services, ensuring a consistent customer journey for provisioning, account setup, authentication and fulfillment. You can rapidly define and deploy new products and multi-service subscription bundles, and create and manage unique product offers that combine PTS with additional third-party services like security, online backup and warranty — creating unique peace-of-mind consumer offerings managed through a single platform.
Subscriber Lifecycle Management
Manage the journey for all key areas of the customer lifecycle — from initial subscription to account registration to product upgrades and more, including multi-channel event-driven communications (email, on-device notifications, SMS) that support all phases of the consumer lifecycle.
Actionable PTS Program Analytics
Business Intelligence and Analytics gather and share data and analysis across multi-device software agents, PTSCX components, service and subscription management components and third-party integrated components. All data is aggregated to deliver a true integrated view of subscribers and the state of the business, as well as actionable insights.
The PTSCX Cloud has a rich set of integration adapters and APIs to extend our platform into your own internal systems and other third-party technology platforms required by your PTS program. Integrations with your CRM, BI tools, billing system or advanced third-party tax engine are just a few examples of customer-specific platform integrations.
PTScx Service Extensions
Radialpoint’s partner services ecosystem lets you extend your PTS offerings with additional technology services for your customers. It includes a growing set of third-party services like Security, Online Backup, Identity Protection and In-Home support, and also allows you to integrate new consumer services into the platform and bundle them with PTS to further differentiate your offering.