Welcome to PCS

In a challenging and volatile global economic environment businesses across the world are faced with the challenge of focusing on core capabilities. Delivering to customer expectations by means of innovative engagement channels and transforming business processes to be more efficient is a compelling challenge. At PCS we provide real world solutions for these real world problems.

Our 4th Generation delivery model mitigates current industry challenges. We have brought together one of the best management and delivery teams in the industry to keep our clients and customers Engaged by providing best in class Delivery while Transforming their processes thereby generating the value, innovation and excellence.

In a challenging and volatile global economic environment businesses across the world are faced with the challenge of focusing on core capabilities. Delivering to customer expectations by means of innovative engagement channels and transforming business processes to be more efficient is a compelling challenge. At PCS we provide real world solutions for these real world problems.<

PCS, Inc, a fast growing BPO company headquartered in Manila, Philippines, was today inducted as a member of the Business Processing Association of the Philippines (BPA/P) during its Annual General Membership Assembly. BPAP is the umbrella association that represents organizations engaged in business process outsourcing (BPO) and IT-enabled services (ITES) in the Philippines. According to the BPAP website, BPAP’s membership is composed of 210 companies and 5 associations.

About PCS, Inc.

PCS, Inc. is a Philippines based Business Process Outsourcing Company. Headquartered in Manila, the Company offers best in class voice, non voice, and back office support to global organizations. The Company is currently investing in technology, tools, and automation to lower the cost of ownership of its customers. The Company plans to expand to India, the United States and Latin America during the course of 2010 and 2011.

For further information please contact:

Investor Relations

PCS, Inc.

9F, iSquare Building, Meralco Avenue,
Pasig City, Manila, Philippines

Toll Free: +63 999-848-8729

“Safe Harbor” Statement under the Private Securities Litigation Reform Act of 1995: This press release contains forward looking statements (within the meaning of Section 27a of the Securities Act of 1933 and Section 21e of the Securities Exchange Act of 1934) regarding our business, financial condition, results of operations and prospects. Forward-looking statements in this report reflect the good faith judgment of our management and the statements are based on facts and factors as we currently know them. Forward-looking statements are subject to risks and uncertainties and actual results and outcomes may differ materially from the results and outcomes discussed in the forward-looking statements. Actual results could differ materially from those projected in the forward-looking statements, as a result of either the matters set forth or incorporated in this report generally or certain economic and business factors, some of which may be beyond the control of PCS, Inc. These factors include adverse economic conditions, entry of new and stronger competitors, inadequate capital to support operations and projections of revenues and profitability. Readers are urged not to place undue reliance on these forward-looking statements which speak only as of the date of this press release. We undertake no obligation to revise or update any forward-looking statements in order to reflect any event or circumstance that may arise after the date of the press release.

Avatars – The new revolution in training

James Cameron’s sci-fi movie Avatar has been touted as a breakthrough in filmmaking technology while Avatar or “Virtual Agents“ are being touted as potential-game changers for businesses seeking a competitive edge.

What exactly is an Avatar? Based on the movie, Avatars are genetically engineered Navi (the alien species) and human hybrid bodies used by researchers to interact with the aliens. In our world, Avatars refer to virtual agents. Simply put a virtual agent is an automated chat solution for websites. Virtual Agents- typically with a digitalized human appearance- are software services that provide automated assistance by simulating a two way conversation with customers. These self- service software applications (which can appear as an animation or a picture of a real person) are intelligent, engaging personalities that help online customers find solutions faster and more efficiently.

Virtual agent technology has gone a long way from Microsoft’s Clippit. Clippit was among the earliest interactive assistants. It was an animated paperclip that integrated with Office help content. It first appeared in Microsoft Office 97 when the program determined that a user might need assistance in either searching help or using Office features.

Virtual Agent technology has evolved through a more sophisticated NLP or Natural Language Processing. One of the main limitations of many virtual agent solutions has been keyword search architecture, but a few firms are helping to overcome this problem. Nowadays, Virtual Agents can talk and have a conversation with the customers.

Today’s technology can connect with enterprise systems. Connections with enterprise systems make integrations into customer relationship management (CRM) and ecommerce platforms possible, which in turn makes situation-specific assistance possible, such as extracting a customer’s purchase history, fulfillment status, and recording the virtual conversation into the customer’s CRM profile. All of these features troubleshoot more complex issues.

According to a recent report from Gartner Research, context-aware computing, such as Avatars, increases customer intimacy, improves business processes and provides better-targeted marketing. The report predicts that by 2015, applications that provide context-enriched information will be as influential in mobile customer services and relationships as search engines are to the web. The report goes on to say that early adopters will have a competitive advantage and will find it easier to implement more sophisticated services in the future.

With all of this information, it is clearly pointing to the obvious question. Does your business need an Avatar?

Below is a list of business benefits that will help in answering this question.

Reasons Avatars can help companies.

Avatars or Virtual Agents are cost effective, scalable and user-friendly. Virtual agents utilize the latest and most advanced artificial intelligence. When combined with the latest NLP or Natural Language processing capabilities, Avatars can respond to millions of questions. Virtual Agents can be scaled to match your volume making them a truly flexible workforce. This also makes Avatars perfect for supporting numerous customer contact tasks. Best of All, Virtual Agents reduce workload for live agents, freeing them for higher-level duties and improving their overall performance.

Avatars are quicker than a live chat agent. Avatars can search for answers much faster than a live person can and are able to address an infinite number of customer queries. Providing a virtual agent improves the customer experience, especially for companies that support tens of thousands of transactions a day. Avatars are not only faster, they are also accurate.

Avatars are not prone to mistakes. Let’s face it. Live Agents are prone to mistakes unlike Virtual Agents. Plus, Virtual Agents always stay on message, ensuring a consistent brand experience over multiple channels. Virtual agents do not get tired. They are always alert, cheerful and ready to work 24/7, 365 days a year.

Avatars help further in corporate branding. Corporate branding is the practice of using a company’s name as a product brand name. It is an attempt to leverage corporate brand equity to create product brand recognition. Corporate branding is not limited to a specific mark or name. Branding can incorporate multiple touch points. These touch points include; logo, customer service, treatment and training of employees, packaging, advertising, stationery, and quality of products and services. Any means by which the general public comes into contact with a specific brand constitutes a touch point that can affect perceptions of the corporate brand. Avatars or Virtual Agents is another touch point wherein companies can be recognized further. These Virtual Agents or characters can be constructed with background stories that guide their behavior, consistency of visual appearance, and language styles- all of the features that determine personality consistency in real people. In addition, personalities can be constructed that match corporate brands. The personality of an automated character is one of the strongest and most reliable methods to consistently promote brand awareness through predictable appearance and scripting of speech and behavior. A clear cut example is US Army’s Sgt. Star. He is 27 years old, 6 feet 3 inches tall and 212 pounds. He looks and sounds like any other sergeants in the US Army. He has a sense of humor but you would not want to try to swear at him because he will scold you. Like Sgt. Star, there are other virtual agents at work today, Alaska airlines’ Jenn, Continental Airlines’ Alex and Ikea’s Anna to name a few. Each of these companies have reported that their virtual agents have helped their customers in enhancing their online experience.

Avatars are engaging. Reading an FAQ section or using a web site search tool leaves a huge gap in the intimate customer experience that creates loyal shoppers or customers. These resources also lack the ability to answer user-specific questions that cannot be addressed in a general FAQ. For example, if a customer wants to know how to find or a missing blackberry in a plane or asking why a certain bill is so large, they will not find it in a search engine. The beauty of a virtual agent is that it can address this kind of specific questions now. An example of which is Continental Airlines’ Alex when telling her “I left my phone on the plane”, It will then open the site on the “ Report Lost Items “ page and offers related FAQs.

Avatars can help increase sales. Efficient online service is a critical component to the online purchase experience. According to a study, 57% of US online consumers report that they are very likely to abandon an online purchase if they cannot find quick answers to their questions. Satisfaction with online self- service has room to improve. This is where Virtual Agents come in. To date, sales objectives have not been widely adopted for virtual agents. However, as the technology becomes more sophisticated, its potential to drive cross sales by dynamically providing personalized product suggestions will be leveraged by more companies. Furthermore, when customers have a dialogue with the virtual agent, they are 15 times more likely to purchase according to some reports.

Avatars provide market intelligence and customer insight. Avatars are able to capture conversations and auto-categorize them into customer trends. Analyzing conversation content between customers and virtual agents can unearth a broad range of intelligence, such as product issues, consumer sentiment, web site issues, and gaps in marketing communications.

Avatars enhance the user experience. Virtual Agents engage with users by providing immediate answers without interrupting an online session. At its best, a virtual agent can provide a personalized and relevant support experience. There are limitations to a website or even a great website to your business. That’s because as wonderful as your website is, it is still no substitute for face-to-face interaction. Everyone respond emotionally when one sees a face especially when it talks back and addresses your concern as quickly as possible.

Avatars help in reducing customer service operational costs. Agent- assisted customer service interventions are notably more costly than self- service. A successfully implemented virtual agent will deflect contacts from more costly channels. Hold times will be reduced because high-volume and low-value calls will be diverted. Sophisticated solutions that include escalation triggers will transfer the conversation content to the telephone agent and shorten resolution times. Call center costs can go to through the roof. Having an Avatar on your website provides a channel for answering questions automatically keeps those call center costs contained.

Avatars increase trust in information sources. Human relationships, especially those focused on important life decisions and events are built on trust. Professionals who most successfully direct these events (e.g. teachers, doctors, financial advisors, counselors) display social intelligence when they emphasize above all the other social attributes, credibility, reliability and objectivity. When people participate in important conversations, the trust they attribute to companies and organizations is as dependent on the individuals that represent those entities as they are on abstract evaluations of the larger organization.

Online interactions can benefit from the same emphasis on social responsibility. Trust is paramount in almost every customer interaction- when there is money at stake, when there are performance evaluations during training, when convincing a customer about the superiority of a product or when asking for disclosure of sensitive information. Repairing trust in these contexts, once it is lost, is almost impossible.

The presence of a Virtual Agent can increase and sustain trust. One factor is mere presence. Research shows that when Virtual Agents guide interactions (i.e. buying books and trading stocks online), people trust the information more than in identical interactions without Virtual Agents. This is because humans are conditioned that social presence is useful and preferred, especially in situations where errors are likely and consequential. People think that the presence of a character increases the likelihood of completing a task successfully because there will be opportunities to ask and confirm actions.

Avatars also have value beyond mere presence. Avatars can add specific information to conversations that increases trust. Appropriately acknowledging points in the interaction that might be worrisome to a user can increase trust, for example, when people make large purchases, provide highly personal information, or confront a major error. Credibility is also enhanced, by choosing a character that is consistent with the task at hand. For example, a playful character for a site that sells toys or a serious character for retirement planning. When trust is paramount, there are important social rules that can be used to express sensitivity, to gather private information or to formulate a more delicate persuasive appeal appropriate at the moment. Presentation of these rules is more explicit with a Virtual Agent or a character than with lesser forms of social presence.

Copyright © 2024. PCS All Rights Reserved.

Scroll to Top