Radialpoint PTSCX is the Customer Experience Management-enabled Premium Technology Support Solution for
OEMs, ISVs and Carriers. Our white-labeled solutions let you deliver consistent Premium Technology Support
(PTS) across all of a customer’s connected devices plus related software and services – from PCs, peripherals
and Smart TVs, to smartphones, tablets and gaming systems – so you can meet the growing customer desire for
a unified, cross-platform technology support experience.
PTSCX takes out all the risk of launching a PTS program by offering you
a complete, end-to-end solution that includes all of the call center labor,
technology and operational expertise you need to launch a complimentary
or for-fee PTS program. You’ll minimize upfront investment costs because
all the required capabilities are pre-packaged for you. We work with you to
set performance metrics, and integrate additional services you may want
to offer, like Security or Online Backup. You don’t have to build a new
PTS call center or deal with unpredictable costs. All you have to do is
market your PTS program.
Increase Customer Loyalty Through
a Better Customer Experience
The Fast Track to New Revenues and a Better Customer Experience
With Radialpoint PTSCX, you can quickly start
generating revenues through premium technology
support services. We guarantee consistent, attractive
margins for your business, while you build brand
loyalty and improve the Customer Experience.
Our PTSCX solution running on top of our industry-
leading PTSCX Cloud Platform, with built-in best
practices, lets our agents deliver an exceptional
Customer Experience right from the start,
addressing the great majority of customer issues
on the first call. PTSCX Cloud also makes it fast
and easy to introduce new offerings or change
existing ones at any time.
Technology that Scales with your Business
Our turnkey PTSCX solution runs on top of our proven, unique, end-to-end
services and subscription management platform. Since 2005, it has
enabled and managed SaaS services on over 23 million unique devices.
Multi-tenant and enterprise ready, our platform comes with a rich set of
interfaces for easy integration with CRM, and other back-end systems, as
well as third-party applications and services.
Deliver Superior Mobile, PC and Connected-Home Support
Device-level software provides proactive solutions and personalized
self-help to your customers, plus immediate access to a live support agent
who can remotely connect to their devices and address issues directly, to
free up the customer’s time. Multi-Device Software Agents also provide
insight into device status, relaying data back to the PTSCX platform and
Business Intelligence so you can gain a deeper understanding of the
Customer Experience from your customer’s point of view. Support agents
also get more actionable alerts, resulting in more efficient support that feels
tailored to each customer.
Everything You Need to Start a PTS Business
- Pre-packaged “Peace of Mind” product bundles that include PTS, Security and Online Backup, ready to launch
- Subscription product catalog and billing capabilities, so you can build a PTS business selling both one-time incidents
- Branded online PTS services portal for service promotion, eCommerce and account management
- End-user multi-device software agents that provide a unique, branded user experience, quick access to remote support
and self-help tools
- Complete subscriber lifecycle management covering the initial account setup and ongoing service delivery and payment,
as well as upgrade and downgrade scenarios
- PTS business intelligence reporting providing insight on the performance of your PTS offering and your users’ experience
with the service.
- Experienced call center agents that are trained experts at selling and supporting PTS services using Radialpoint’s
- Consistent, industry-leading Customer Experience through ongoing measurement, service enhancements and insights
gained from device-level data
- Cost reductions through automated solutions and preventative maintenance, higher agent efficiency for technology
support calls and lower cost of out-of-scope call handling
- Ability to generate high-margin incremental services revenue by monetizing out-of-scope support
- Single holistic view of the customer’s technology support experience, with a 360-degree view of the customer
technology footprint as it relates to support