PBXware Call Center Edition Presentation

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.

ACD Queues

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

ACD Queues

Real Time Agent Monitoring

• Listening to calls• Whispering• Barging into calls

Real Time Agent Monitoring

Call Recording

• System• Agent• Queue • Instant

Call Recording

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

agentCOM

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

agentCOM

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

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

AQMON ACMON

Call Center Statistics

Call Center Statistics allows detailed call report….

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

Call Center Statistics

Call Center Statistics

Call Center Statistics

Entry Position Statistics

Call Center Statistics

Interrupt Messages Statistics

Call Center Statistics

Unanswered Calls Statistics

www.11890.ie

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

Challenge

1. Improve EFFICIENCY

2. Improve RELIABILITY

3. Improve ERGONOMICS

4. To LIBERATE

Solution

• PBXware CALL CENTER Edition

• OPEN STANDARDS Hardware - Redundant Sever

• Inbuilt Statistics

• CRM Lookup

• AGENTCOM : Single Desktop Screen for Agent

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

Our Customers