PTSCX

PTSCX

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 and subscriptions
  • 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 PTSCX platform

Key Benefits

  • 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

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