The Problem We Had to Solve
Multi-Tenant has always been a major differentiator for Bicom Systems. It delivers operational efficiency, better margins, centralized VPS management, and economies of scale.
But many resellers using Multi-Tenant (and Business edition) were hitting a ceiling.
Their customers needed real-time visibility, better performance monitoring, and automated reporting.
The full Contact Center Edition is a powerful solution for this, offering advanced capabilities like blended reports, feedback forms, dispositions, surveys, and much more.
However, for smaller customers, making that move comes with trade-offs that may not be the right fit:
- Higher licensing costs
- Additional VPS infrastructure
- Extra IP usage
- More complex system management
- Losing the multi-tenancy advantage
Our question was clear: Could we deliver core CC capabilities without moving customers out of Multi-Tenant?
CC Lite was the answer.
What CC Lite Introduces
At its core, CC Lite introduces two foundational capabilities to Multi-Tenant and Business Editions: Wallboards and Scheduled Reports.
On paper, that may sound simple. In practice, these two are control layers, bringing real-time visibility and automated insight into environments that previously lacked both.
Simple concept but significant impact.
➜ Wallboards for Enhanced Ring Groups
From our partners’ feedback, we knew that Enhanced Ring Groups (ERGs) were already powerful, especially for resellers serving smaller teams of up to 10 agents working across desk phones, web apps, and mobile devices.
But they lacked real-time, visual control. Now, with CC Lite, you can offer customers real-time visibility into:
- Who is online, idle, or on a call
- How many calls are waiting
- Answered, abandoned, and completed calls
- Average wait and talk times
The detailed view goes deeper: monitoring member-level activity (including missed calls) and live calls with caller details and waiting duration.
The wallboard window can be detached and displayed on a large screen or TV, making it ideal for teams that rely on visual performance tracking throughout the day. The refresh rate is also configurable (starting from five seconds).
This allows you to position real-time performance visibility as an upgrade, without pushing customers into a full Contact Center deployment.
➜ Scheduled Reports
The second major addition is Scheduled Reports.
Administrators can now configure automated ERG and Extension statistics and send them directly to stakeholders on a defined schedule.
Reports can be filtered by time period, ERGs, members, waiting or talk time, DIDs, and customers, ensuring each recipient sees only what’s relevant to them.
For your customers’ management teams, this removes friction, and reduces ad-hoc reporting requests that often land on your support desk.
My team and I see this as a small operational change that makes a big difference in maturity and accountability.
Conclusion
CC Lite is the flexibility resellers have been asking for. Give your customers the essential Contact Center features they need, live Wallboards and Scheduled Reports: preserve your Multi-Tenant edge, and create natural upsell opportunities along the way.
And this is just the beginning.
At Bicom Systems, we’re committed to evolving Multi-Tenant and CC Lite over time, bringing even more tools and capabilities to help resellers like you grow and serve their customers better.
If you’re working with Multi-Tenant customers, we’d love to hear your perspective. Is this the right balance between simplicity and capability?
And if you’d like to explore how CC Lite could fit into your environment, reach out to our team, we’ll walk you through it.