Ovnicom

There was more to it. Although Ovnicom began working with major clients in the fast food, automotive, and transportation industries, such as Papa John’s, Casa de las Baterías, and Automarket (f.k.a. Dollar Rent A Car), these businesses faced similar challenges.

They all lacked the necessary tools to analyze data from customer-agent interactions.

It was nearly impossible to improve workflows, coach staff effectively, or address issues like fraud and abuse. Key performance metrics existed, but they were out of reach.

In 2006, Ovnicom discovered Bicom Systems while searching for a solution to these challenges. What stood out first was the Bicom platform, which combined Call Center functionalities and business operations into a single solution.

This immediately resolved one of their biggest issues.

But it didn’t stop there. Now, Ovnicom’s clients could measure and monitor key metrics, identify performance gaps, and make data-driven decisions. 

This allowed them to take action on insights that truly merit attention.

What Ovnicom especially appreciated about Bicom Systems’ unified approach is that, as they put it, “it made everything more efficient and competitive in terms of costs.”

The real success of the Bicom platform became evident in its practical application. For example, Papa John’s in Panama, El Salvador, and Guatemala relied on Bicom Systems’ solution for efficiency, reliability, and analytics-based insights.

Casa de las Baterías, on the other hand, depends on its around-the-clock reliability and similarly benefited from the platform’s reliability to keep operations running smoothly across Panama, Guatemala, Costa Rica, and El Salvador.

One of the most valuable aspects for Ovnicom was the ability to track and analyze metrics like SLA compliance, waiting times, agent performance, quality assurance, and time logged in. The Bicom platform also helped forecast staffing needs based on call data.

“All these reports have been critical for our clients, and with the Bicom platform, we became pioneers of these solutions,” Ovnicom shared.

Another success of the Bicom platform is its ability to integrate with several major CRMs, such as Salesforce, Zoho, and Ovnicom’s own proprietary CRM. 

These integrations worked seamlessly with Bicom Systems’ Contact Center solution, which is designed to be easily manageable, provisionable, and built for continuous monitoring.

One notable example shared was a roadside assistance company with 100 branches, receiving a complete range of services from Ovnicom – including network, internet, cybersecurity, and Bicom Systems’ Contact Center solution.

According to the team, “the Bicom platform works so well and it has helped us build loyalty with our clients” – a testament worth more than any statistic.

Since partnering with Bicom Systems, Ovnicom has experienced significant growth. They have expanded from their first hosted solution to managing close to 4,000 extensions across two multi-tenant solutions. 

The Bicom platform has allowed them to scale across both business and Contact Center operations, supporting nearly 100 business extensions per single-tenant license and over 200 agents and supervisors.

Thanks to Bicom Systems’ focus on security, reliability, and stability – which perfectly aligns with their company strategy and vision – Ovnicom emphasized that these factors have also been key in “maintaining a liability-free operation for 20 years, which we consider truly remarkable.”