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

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