pbxware call center edition presentation. introduction the call center edition offers a set of...
TRANSCRIPT
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PBXware Call Center Edition Presentation
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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.
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ACD Queues
• Unlimited Agents and Queues• Ringing Strategy• Call Recording • Predictive Dialer• Queue Call Back
ACD Queues
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Real Time Agent Monitoring
• Listening to calls• Whispering• Barging into calls
Real Time Agent Monitoring
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Call Recording
• System• Agent• Queue • Instant
Call Recording
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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
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agentCOM
• Full Screen View • Supervisor Assistance• Not Ready Button & Status• Call & IVR Transfer• Queue Member Status• CRM System Integration
agentCOM
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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
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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
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Call Center Statistics
Call Center Statistics allows detailed call report….
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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
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Call Center Statistics
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Call Center Statistics
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Call Center Statistics
Entry Position Statistics
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Call Center Statistics
Interrupt Messages Statistics
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Call Center Statistics
Unanswered Calls Statistics
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www.11890.ie
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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
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Challenge
1. Improve EFFICIENCY
2. Improve RELIABILITY
3. Improve ERGONOMICS
4. To LIBERATE
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Solution
• PBXware CALL CENTER Edition
• OPEN STANDARDS Hardware - Redundant Sever
• Inbuilt Statistics
• CRM Lookup
• AGENTCOM : Single Desktop Screen for Agent
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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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Our Customers