Connect, Communicate, and Collaborate
Are you running an existing and established Contact Center with many different campaigns, or looking to start one inside your organization?
Contact Centers come in different shapes and sizes. Bicom Systems recognizes this. For large professional Contact Centers that manage many different campaigns the quality of tools can save considerable resources second by second, day by day. Often, though, the manner and structure of the workflow and staff positioning is what matters most.
Bicom Systems has training and consultancy staff available who have managed large contact centers themselves. Starting by getting a solid understanding of what you are looking to achieve, advice may be given on all aspects including staff recruiting & motivation, work topography, morale & compensation plans as well as how to best employ tools to maximize productivity.
Tie together all of your Contact Center PBX communications in a simple interface via gloCOM Agent and Supervisor editions. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.
Contact Center Edition has a licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call. Furthermore, this information is customizable through the Administrator login.
Dialer is managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialing the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.
Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.
A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections Calls, Agents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.
PBXware’s Contact Center edition offers a set of features needed for an organization to effectively start and manage inbound call queues.Read more
gloCOM Contact Center Agent edition is dedicated to Contact Center Agent staff day-to-day efficiency and productivity improvement.Read more
gloCOM Contact Center Supervisor edition is designed to enable Contact Center Supervisors to keep up with agents pace and increase their efficiency.Read more