PGi has been in business for over 20 years and is a US company. The head office is in Atlanta, Georgia. PGi is also a publically traded company, we are listed on the NYSE and last year seen a 25% increase in our Earnings per Share (EPS) PGi has operations in 26 countries across the globe. Included in these are the emerging markets of India, China and Russia. In the UK PGi has been present for over a decade with our main office location being in London. The Northern Territory office opened in Q4 2008 and is based in Glasgow City Centre, this office covers all of Scotland and the Northern England region with a cut off point at Manchester. PGI’s main solution offering is PGI Meet - Audio & Web Conferencing. We have over 20 years experience in this field and currently we are serving over 4.2 billion audio conferencing minutes and serving over 10 billion communication events per annum. PGi also has many major telecom and network integration partners for audio conferencing. In the UK we partner with Tier 1 Telco providers such as BT and Cable & Wireless plus many others here and across the globe. For web conferencing PGi has global sales and service partnerships with Cisco WebEx, Adobe Connect and Microsoft Live Meeting. We integrate our audio conferencing into our partners collaboration software and the close relationship with our partners ensures our clients have the best options and support available to them. PGi has over 50,000 customers ranging from SMB to Enterprise to 95% of the Fortune 500 and 75% of the FTSE 100 companies. The services we provide improve productivity and profit for companies who adopt them. PGi is performing well, last year annually generating $624 million dollars of revenue. Our aim is to become a $1bn business and to continue to grow this number. Last year we experienced a 11.5% growth in revenue, a 13% growth in operating income and 18.8% growth in net income. – PGi are a growing company and have continued to grow even throughout the current economic crisis.
The global presence, and spread of our data centres and regional offices means that we can deliver a robust, reliable and secure service wherever you are in the globe. We have 20 main data centres located across the globe with operations in 64 cities across 26 countries. PGi currently employs 120 communication technologists, 775 sales professionals and globally we have 2500 associates employed in other departments. In EMEAA the regional HQ is London and our main customer service and support function is run from our Clonakilty office in County Cork, Ireland.
Since opening in Q4 2008 the Northern Office has developed some key business relationships and is delivering our audio and web conferencing solutions into many SME, Enterprise and Public Sector Groups including NHS Lothian, RBS, Cairn Energy, HBOS, BAM Construction, STV Group, Marathon Oil, The Scottish Government, University of Glasgow and Vion Food Group (formally Grampian Country Food Group)
Globally we are trusted by huge organisations who are using our solutions, some of which are Orange Business Services, TATA Communications, IBM, Procter & Gamble, Symantec, Citigroup, Goldman Sachs and SAP. PGi are a proven conferencing solution provider and your company will be in good hands if you choose to partner with PGi
PGi’s audio conferencing solutions let you choose to have your audio conferences fully automated through to fully attended where : On the fully automated side we have “Ready Conference Global Meeting” – a service that allows you to run simple audio conference calls for up to 48 people, without the need to book in advance. If you want to book a one off conference call we offer a “Scheduled Ready Conference” service. By calling our Reservations team you can pre-book a conference call we wil issue the dial in details to your host and participants. “Scheduled Ready Conference” calls have the extra security of one off and unique access codes which expire after the end of the conference call.
For conferences of a larger size, or where you want a more feature rich service, you could use our PremiereCall Auditorium, Event or Connection. These attended services that have the assurance and control of a dedicated operator. Our “Premiere Call Auditorium” gives you a call capacity of up to 300 people with full operator involvement from start to finish – and extra features such as pre registered attendees, multiple speakers and a managed Q&A session. “ Premiere Call Event” - our prestige attended service that provides a dedicated event manager for conferences up to 1000 people, where you need a more professionally managed event combined with many additional feature rich options such as translations, Q&A sessions and detailed participant details. And Finally “Premiere Call Connection” is a service for up to 20 people which is ideal for smaller gatherings such as Board, legal or daily update meetings where you need both added security and an operator in attendance to connect participants to you call.
PGi ‘s worldwide network is able to offer you the most cost effective access to you your conferences from anywhere in the world. We have massive global buying power and offer very competitive rates on local and freephone access numbers globally. Currently we have 42 Countries with Local Dial In Access Numbers and 56 Countries with Freephone Dial In Access Numbers available and we are adding to these numbers regularly. Having this huge global number choice ensures you have options when inviting participants into your conferences. Such as if important clients or partners are joining your conferences you are able to offer freephone dial numbers to ensure they do not pick up any call charges when joining your meetings. Or if you have international participants being able to offer them local or freephone numbers ensures they do not pick up international call charges by dialling into a UK only telephone number to access your conference calls from abroad.
During a conference call Moderators have specific star commands available to them to control specific details of the conference. *0 – Allows the moderator to connect to an operator at any time 24/7 365 days per year for assistance during the call. This is a private conversation between the moderator and the operator. *91 – Provides the moderator with a numerical participant count *92 – Plays back an audio roll call to the moderator with the names of the participants who are present in the call (the names are captured at the start of the call before participants are allowed to join the meeting – this name capture feature can be switched on or off) *93 – can be used at the end of the conference call by the Moderator to ensure everyone has been disconnected from the conference. *94 – is an extra security feature to allow the moderator to lock out incoming participants once a meeting has started *95 – is a dial out feature and allows the moderator to dial out to participants and bring them into the conference. *96 – allows the moderator to mute all participants lines *97 – allows the moderator to un-mute all participants lines *21 – is the sub conferencing feature where the moderator can create a sub conference and move selected participants into this sub conference– for example in a face to face meeting situation sometimes people may need to leave the main meeting room to have a private conversation (such as to have financial discussions etc) this feature allows you to create these private sub rooms and bring participants in and out of the main meeting. *22 – is the recording feature and when activated plays a warning message to all participants letting them know the call is being recorded. Any participants that join late also have this message played to them when joining the conference.
During a conference participants have access to some start commands. *0 – Connects the participant to a live operator – this is a private meeting away from the main conference. *6 – Allows the participant to mute and unmute their line *4 – Increases the volume of the conference to the participants ear *7 – Decreases the volume of the conference to the participants ear *5 – Increases the participants voice volume *8 – Decreases the participants voice volume
When you host an automated audio conference the Online Audio Controls interface can be launched by the host/moderator when you start the meeting. This interface opens from a web browser window using the Client ID and Web Password of the Host Moderator. It presents a graphical view of the phone lines dialed into the audio conference, and provides tools for managing the conference, such as: Mute and Unmute Participant and Conference Volume Sub-Conferencing Dial-out Lock Conference End Conference Disconnect These options are the same as the Star Meeting Controls. This interface provides a graphical way for you to use the same controls.
PGi provides a multi layered support strategy to ensure YOU the client can implement a Web Solution without having to manage and support it yourself. Account Executive – This is your main point of contact and the Account Executive is there to provide dedicated account management support. Account Executives are responsible for setting up product evaluations, discussing pricing and arranging contracts. The AE will also be involved in roll out co-ordination and end user training. ADM (Account Development Manager ) – ADM’s work to assist the AE once the contracts have been agreed. The ADM will be responsible for roll out, user training and billing. Customer Service – Provide 24/7 Support on both Audio & Web Conferencing. Product Planning – Are there to co-ordinate with our Partners Cisco WebEx, Adobe and Microsoft to order your web solution and integrate with our Audio Conferencing. Web Specialists - Provide expertise in product evaluation, integration into current systems and customisation discussions – the web specialist can either be a PGi web specialist or a direct employee of our partners.
PGi has channel partner agreements with the 3 industry leading platforms for Web Collaboration. Cisco WebEx, Adobe Connect and Microsoft Live Meeting Each platform provides the same collaborative elements however there are some differences.
There are 3 steps to the Webcast Process Step 1 – We work with you to build your webcast, discussing requirements, setup and tailoring for its purpose. We send out a confirmation email to all participants prior to the event and shortly beforehand giving them information on how to join. Step 2 – Your webcast is broadcast to all who attend. Step 3 – A follow up email can then be sent to participants who attended and/or those who missed the webcast with details of how to listen / watch again streamed from the archive.
Our online billing platform allows you to easily track your conferencing usage and history – it is accessed by a Web Browser via the PGi website and your nominated billing person will be emailed a notification email when your monthly invoice is ready. You are able to call up the complete details of every conference you run including number of participants, dial in number type used, duration connected and individual costs per conference. The bill is also split by each account that has been set up allowing you to easily allocate costs back to departments or individual users within your company if required. Full reporting and all previous invoices are stored. You can even print a paper copy of your Invoice. The Online billing platform is available 24 hours per day, 365 days per week and the information within is updated on a 48 hour basis (sometimes sooner). Bills can be paid online or the raw information can be downloaded onto an Excel .csv format spreadsheet to push through internal billing systems.
Our Company is growing at a phenomenal rate and we now serve over 50,000 Customers including 95% of the Fortune 500. We attribute this to a strategy which puts Customer Satisfaction at the corner-stone of every operating decision. Each employee at every level across our organization lives by one rule – you, our Customers are the reason we exist and deserve service excellence every-time. Client and customer support is available via online chat, email or most frequently by telephone. PGi offers 3-tired support on our Audio Conferencing, Web Conferencing and Technical support. All Support is available 24/7, 365 days a year and our telephone support teams can be reached using the *0 function on the telephone keypad during a live conference or via international toll free telephone numbers. Our telephone support has answer rates averaging less than 13 seconds, which beats all Customer Service industry standards. Combined with an average experience level of more than 7 years, we source and retain the BEST in the industry. We manage our service operation to key metrics and pride ourselves in continuously beating a 96% successful quality ratio target and meeting our service level commitments 100%. We provide fluent French, German, Norwegian and Italian language support for every service we provide. We are proud to report that in satisfaction surveys, 100% of our Customers would consider our products and service as excellent or good and 100% would refer us to a colleague. For our attended services and Webcast PGi has a dedicated events team which employs our most experienced customer service staff. Our customer service staff have to go through a series of accreditations to be able to work in this section and ensures we are delivering the best in service for these larger sized conferences. Each client who uses our attended services is assigned a dedicated Event Manager who is there to assist, plan and ensure these conferences are tailored to each individual clients needs and are run seamlessly. Your PGi Account Executive also remains as your account manager and dedicated 1 st point of contact. This ensures the initial relationship is developed and your account manager can understand the needs of your business. Account Executives perform quarterly account reviews with you to ensure service delivery satisfaction and have daily visibility on your accounts activity. Finally when either switching over to PGi or implementing these services for the first time, we are there to support from technical/infrastructure requirements, marketing support and individual user training. Each client may want to do things differently so we are able to cater for custom support and roll out requirements.
Our standard first procedure once the contract paperwork is signed and returned to roll out your accounts is to issue a new user spreadsheet for you to complete and return. The spreadsheet tells us the name, email address, phone number, and address the welcome pack and wallet cards have to be sent out to. There is also an option of specifying a cost centre for each account (for billing purposes) Once we have the new user spreadsheet back we will proceed to set up each user account and email out details to each user or wherever is specified by you. Once the emails arrive the accounts are live and ready to use. Welcome packs and plastic wallet cards then arrive in the post usually within 7-10 days.
As no two companies are the same we are able to offer some additional roll out options depending on your requirements. We are also able to cater for custom roll outs. The usual options required are: ADM follow up call to each new user account set up to ensure receipt of account information and to book users in for training sessions on audio and/or web conferencing A website Conferencing Sign Up Page can be developed for the purpose to point people in your organisation to request an account– the sign up request email can be delivered to you for approval then onto us for processing or directly to us. Email announcement marketing support – can be made and given to you to announce the changeover of service or launch of the conferencing service. The content is customisable. Quarterly service and cost review meetings are available from the account executive The PGi road show can visit your organisation for onsite awareness days – we bring a large marketing stand to you and we can discuss requirements with you Future accounts can be set up through the Account Executive rather than via the Conferencing Hub.
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