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

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

5. Call Recording
Call Recording
System
• Agent
• Queue
• Instant

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

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

8. Dialer
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

9. Call Center Statistics
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

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

13. Call Center Statistics

14. Call Center Statistics
Entry Position Statistics

15. Call Center Statistics
Interrupt Messages Statistics

16. Call Center Statistics
Unanswered Calls Statistics

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