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PBXware Call Center Edition Presentation. Introduction The Call Center Edition offers a set of features needed for an organization to effectively start.

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Presentation on theme: "PBXware Call Center Edition Presentation. Introduction The Call Center Edition offers a set of features needed for an organization to effectively start."— Presentation transcript:

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 Unlimited Agents and Queues Ringing Strategy Call Recording Predictive Dialer Queue Call Back ACD Queues

4 Real Time Agent Monitoring Listening to calls Whispering Barging into calls Real Time Agent Monitoring

5 Call Recording System Agent Queue Instant Call Recording

6 Call Centre Communicator VoIP Soft Phone Instant Messaging Client Operator Panel Conference Administration Call Center Communicator Fax Send/Receive MS Windows Desktop Application Call Centre Communicator

7 agentCOM Full Screen View Supervisor Assistance Not Ready Button & Status Call & IVR Transfer Queue Member Status CRM System Integration agentCOM

8 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 Number Management Multiple Dialer Mode Dialing Retries Campaign Disposition Campaign Agents General Features Powerful Statistics Data Answering/Fax Machine Options Dialer

9 Enhanced Call Statistics Queues/Agents statistics and real time status Inbound/Outbound Graphs CSV and PDF Data Export Windows, Mac and Linux Desktop Applications Call Center Statistics AQMONACMON

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

12 Call Center Statistics

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14 Entry Position Statistics

15 Call Center Statistics Interrupt Messages Statistics

16 Call Center Statistics Unanswered Calls Statistics

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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


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