2IntroductionThe 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.
3ACD Queues ACD Queues • Unlimited Agents and Queues • Ringing Strategy • Call Recording• Predictive Dialer• Queue Call Back
4Real Time Agent Monitoring Listening to callsWhisperingBarging into calls
6Call Centre Communicator • VoIP Soft Phone• Instant Messaging Client• Operator Panel• Conference Administration• Call Center Communicator• Fax Send/Receive• MS Windows Desktop Application
7agentCOM agentCOM • Full Screen View • Supervisor Assistance • Not Ready Button & Status• Call & IVR Transfer• Queue Member Status• CRM System Integration
8DialerDialerDialer 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 Number Management• Multiple Dialer Mode• Dialing Retries• Campaign Disposition• Campaign Agents• General Features• Powerful Statistics Data• Answering/Fax Machine Options
9Call Center Statistics Enhanced Call StatisticsCall Center StatisticsQueues/Agents statistics and real timestatusInbound/Outbound GraphsCSV and PDF Data ExportWindows, Mac and Linux DesktopApplicationsAQMONACMON
10Call Center Statistics Call Center Statistics allows detailed call report….
11Call Center Statistics • Barging• Queues/Agents statistics and real time status• Inbound/Outbound Graphs• CSV and PDF Data Export• Windows, Mac and Linux Desktop Applications