PBXware Call Center Edition Presentation
IntroductionThe Call Center Edition offers a set of features needed for an organization to effectivelystart and manage inb...
ACD Queues           ACD Queues• Unlimited Agents and Queues• Ringing Strategy• Call Recording• Predictive Dialer• Queue C...
Real Time Agent Monitoring  Real Time Agent Monitoring• Listening to calls• Whispering• Barging into calls
Call Recording            Call Recording• System• Agent• Queue• Instant
Call Centre Communicator  Call Centre Communicator• VoIP Soft Phone• Instant Messaging Client• Operator Panel• Conference ...
agentCOM           agentCOM• Full Screen View• Supervisor Assistance• Not Ready Button & Status• Call & IVR Transfer• Queu...
Dialer                  DialerDialer is powerful application (module)integrated in Bicom Systems PBXware CallCenter editio...
Enhanced Call Statistics       Call Center Statistics• Queues/Agents statistics and real time  status• Inbound/Outbound Gr...
Call Center StatisticsCall Center Statistics allowsdetailed call report….
Call Center Statistics• Barging• Queues/Agents statistics and real time status• Inbound/Outbound Graphs• CSV and PDF Data ...
Call Center Statistics
Call Center Statistics
Call Center StatisticsEntry Position Statistics
Call Center StatisticsInterrupt Messages Statistics
Call Center StatisticsUnanswered Calls Statistics
www.11890.ie
Overview•   The Coolest DIRECTORY INQUIRY SERVICE in Ireland•   40,000 Calls per Day•   9 million Calls per Year•   HIGH P...
Challenge1. Improve EFFICIENCY2. Improve RELIABILITY3. Improve ERGONOMICS4. To LIBERATE
Solution• PBXware CALL CENTER Edition• OPEN STANDARDS Hardware - Redundant Sever• Inbuilt Statistics• CRM Lookup• AGENTCOM...
ResultsSYSTEM NOT CRASHED35% Gain in ProductivityHuge Reduction in CostsAgents have much happier WORK PLACESupervisors CON...
Our Customers
Upcoming SlideShare
Loading in …5
×

Call centre Solution with Bicomsystems

1,164 views
973 views

Published on

Call Solution of Telecious Enterprise Connect Supported by Bicomsystems

www.telecious.com

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,164
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Call centre Solution with Bicomsystems

  1. 1. PBXware Call Center Edition Presentation
  2. 2. IntroductionThe Call Center Edition offers a set of features needed for an organization to effectivelystart and manage inbound or outbound call campaigns.Features include unlimited ACD Queues, unlimited call agents,comprehensive reporting, real time queue statistics,real time queue monitoring, soft phone,optional predictive inbound and out bound dialing,skills based routing, and many more.
  3. 3. ACD Queues ACD Queues• Unlimited Agents and Queues• Ringing Strategy• Call Recording• Predictive Dialer• Queue Call Back
  4. 4. Real Time Agent Monitoring Real Time Agent Monitoring• Listening to calls• Whispering• Barging into calls
  5. 5. Call Recording Call Recording• System• Agent• Queue• Instant
  6. 6. Call Centre Communicator Call Centre Communicator• VoIP Soft Phone• Instant Messaging Client• Operator Panel• Conference Administration• Call Center Communicator• Fax Send/Receive• MS Windows Desktop Application
  7. 7. agentCOM agentCOM• Full Screen View• Supervisor Assistance• Not Ready Button & Status• Call & IVR Transfer• Queue Member Status• CRM System Integration
  8. 8. Dialer DialerDialer is powerful application (module)integrated in Bicom Systems PBXware CallCenter edition which main function is to dialnumbers submitted by administrator troughweb interface.•Easy Campaign NumberManagement• Multiple Dialer Mode• Dialing Retries• Campaign Disposition• Campaign Agents• General Features• Powerful Statistics Data•Answering/Fax Machine Options
  9. 9. Enhanced Call Statistics Call Center Statistics• Queues/Agents statistics and real time status• Inbound/Outbound Graphs• CSV and PDF Data Export• Windows, Mac and Linux Desktop Applications AQMON ACMON
  10. 10. Call Center StatisticsCall Center Statistics allowsdetailed call report….
  11. 11. Call Center Statistics• Barging• Queues/Agents statistics and real time status• Inbound/Outbound Graphs• CSV and PDF Data Export• Windows, Mac and Linux Desktop Applications
  12. 12. Call Center Statistics
  13. 13. Call Center Statistics
  14. 14. Call Center StatisticsEntry Position Statistics
  15. 15. Call Center StatisticsInterrupt Messages Statistics
  16. 16. Call Center StatisticsUnanswered Calls Statistics
  17. 17. www.11890.ie
  18. 18. Overview• The Coolest DIRECTORY INQUIRY SERVICE in Ireland• 40,000 Calls per Day• 9 million Calls per Year• HIGH PRESSURE ENVIRONMENT• RENEWAL of their TRADITIONAL PHONE SYSTEM
  19. 19. Challenge1. Improve EFFICIENCY2. Improve RELIABILITY3. Improve ERGONOMICS4. To LIBERATE
  20. 20. Solution• PBXware CALL CENTER Edition• OPEN STANDARDS Hardware - Redundant Sever• Inbuilt Statistics• CRM Lookup• AGENTCOM : Single Desktop Screen for Agent
  21. 21. ResultsSYSTEM NOT CRASHED35% Gain in ProductivityHuge Reduction in CostsAgents have much happier WORK PLACESupervisors CONTROL System and AgentsLIBERATION from Traditional Vendors
  22. 22. Our Customers

×