Call centre Solution with Bicomsystems
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The document summarizes the features of PBXware Call Center Edition, including unlimited ACD queues and call agents, comprehensive reporting, real-time queue monitoring and statistics, soft phone capabilities, predictive dialing, skills-based routing, and call recording. Key features highlighted are ACD queues, real-time agent monitoring, call recording, call center communicator softphone, agentCOM desktop application, dialing capabilities, and enhanced call statistics reporting. The document also provides an example case study of a directory inquiry service that improved efficiency, reliability, and ergonomics by implementing PBXware Call Center Edition.
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Call centre Solution with Bicomsystems
- 1. PBXware Call Center Edition Presentation
- 2. Introduction The Call Center Edition offers a set of features needed for an organization to effectively start 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. ACD Queues ACD Queues • Unlimited Agents and Queues • Ringing Strategy • Call Recording • Predictive Dialer • Queue Call Back
- 4. Real Time Agent Monitoring Real Time Agent Monitoring • Listening to calls • Whispering • Barging into calls
- 5. Call Recording Call Recording • System • Agent • Queue • Instant
- 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. agentCOM agentCOM • Full Screen View • Supervisor Assistance • Not Ready Button & Status • Call & IVR Transfer • Queue Member Status • CRM System Integration
- 8. Dialer Dialer Dialer is powerful application (module) integrated in Bicom Systems PBXware Call Center edition which main function is to dial numbers submitted by administrator trough web interface. •Easy Campaign NumberManagement • Multiple Dialer Mode • Dialing Retries • Campaign Disposition • Campaign Agents • General Features • Powerful Statistics Data •Answering/Fax Machine Options
- 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. Call Center Statistics Call Center Statistics allows detailed call report….
- 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
- 14. Call Center Statistics Entry Position Statistics
- 15. Call Center Statistics Interrupt Messages Statistics
- 16. Call Center Statistics Unanswered Calls Statistics
- 17. www.11890.ie
- 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. Challenge 1. Improve EFFICIENCY 2. Improve RELIABILITY 3. Improve ERGONOMICS 4. To LIBERATE
- 20. Solution • PBXware CALL CENTER Edition • OPEN STANDARDS Hardware - Redundant Sever • Inbuilt Statistics • CRM Lookup • AGENTCOM : Single Desktop Screen for Agent
- 21. Results SYSTEM NOT CRASHED 35% Gain in Productivity Huge Reduction in Costs Agents have much happier WORK PLACE Supervisors CONTROL System and Agents LIBERATION from Traditional Vendors
- 22. Our Customers