At Prestige International we don’t deploy a one-size fits all technology solution, our approach is to design tailor made global customer service solutions based on the needs of our clients. One of the challenges in this global economy is meeting both local technology specifications and efficiently integrating with our clients and other offices in a variety of languages.
Prestige International has spent years integrating both off the shelf and proprietary technologies to create a global technology infrastructure that is completely flexible with ongoing developments and continued IT improvements. Prestige International’s innovative technology solutions have been carefully designed to meet the needs of each of our locations and projects while integrating globally. We provide scalable, flexible, cost effective solutions that allow us to optimize the service we provide, for both our clients and their customers.
PCRM
PCRM is Prestige International’s in-house CRM (Customer Relationship Management) system. PCRM was created in Sydney and is currently operating in English, Japanese, Korean, and Mandarin. The software is a web browser based thin client application and was developed in PHP and HTML, the product is fast, easy to use, requires a PC with minimal specifications and can be customized quickly to a client’s requirements.
PCRM is the most portable and flexible CRM package available. As a browser-based package, it also has the advantage that it can be used externally via a Web interface, allowing home workers and clients alike access to the system.
PCRM’s powerful features currently include:
- Easy Customization
- Flexible searching capabilities
- Multi campaign segmentation
- Sub campaign segmentation
- Multi-tiered customer and company layout
- Campaign specific call categories
- On-line, real time reporting for client access
- On-line access to all historic reports
- Co-browsing for QA and client access
- Call blending (inbound and outbound), through skills-based routing
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Security
Prestige International takes our site security
and the protection of our clients' data very seriously.
Each center is responsible for continuity of operations
at the local level, with redundancy available
through other Prestige International centers around
the world. All back office servers utilize redundancy
and external UPS; data is also backed up regularly
and stored in a secure environment. Some of our
other security measures include:
- Our clients’ network security is ensured
through point-to-point connections with routers
using advanced encryption.
- Firewalls are installed for security, in addition
to standard IP filtering. Data backups are performed
on all systems (user files and mailboxes, server
system files, databases, telephony configuration,
firewall policies) to various backup media that
are then taken off-site for storage
- We use a key card system to permit only authorized
personnel to the relevant parts of our center.
- Access to certain rooms, including the server
room, is only possible by IT and senior management.
- All offices have on-site security guards
- Each of our sites is equipped with video monitoring
- UPS systems and 24 hour back up relating to
the maintenance of systems
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Global Communications
With 16 offices worldwide, Prestige International’s
technology solutions have to be robust, efficient,
flexible and secure. With projects serviced by
multiple locations, it is imperative that our
Global Communications infrastructure has the ability
to shift and allocate resources efficiently from
center to center, around the globe.
Prestige International’s Japanese Insurance
Assistance program is a stellar example of our
Global Communications infrastructure. Prestige
International seamlessly links 7 offices around
the globe, utilizing our secure VPN and providing
unparalleled service on behalf of dozens of insurance
agencies globally.
This network is furthered enhanced by the build
out and ongoing improvements made to our customized
CRM package. Our sound Global Communications infrastructure
and unparalleled depth of coverage, combined with
our flexible cost effective CRM solutions, make
Prestige International the customer service partner
of choice.
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