PBXware Call Center Edition Presentation Introduction The Call
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
Real Time Agent Monitoring • Listening to calls • Whispering • Barging into calls
Call Recording • System • Agent • Queue • Instant
Call Centre Communicator • Vo. IP Soft Phone • Instant Messaging Client • Operator Panel • Conference Administration • Call Center Communicator • Fax Send/Receive • MS Windows Desktop Application
agent. COM • Full Screen View • Supervisor Assistance • Not Ready Button & Status • Call & IVR Transfer • Queue Member Status • CRM System Integration
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
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
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
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