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PBXware Contact Center edition

Effectively start and manage inbound call campaigns in a Call Center or Contact Center.

Contact Center Edition

of PBXware is designed to simplify and enhance call management at the busy call centers and contact centers of any size. Together with the Business and Multi-Tenant Editions, Contact Center PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability.

Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring. Upgrade to PBXware Contact Center, and provide your customers with a consistent and quality experience.

Agent & Supervisor Application

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.

Dialer

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.

Feedback Forms

The feedback forms allow users to create forms, dispositions, or requests to capture additional information and have that information presented whenever users dial records using a dialer through the Campaign or receive calls using inbound queues.

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Real-Time Agent Monitoring

Ensure that your call center workforce is effective, successful and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on an active call and identify problems quickly and while listening use “Whisper” to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

Contact Center PBX Wallboard

PBXware Contact Center Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call center performance. Wallboards keep Agents informed with all call center activities while allowing them to remain focused on their own tasks.

Unlimited Queues (ACD)

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.

Make your business stand out with your own branding added to the PBXware.

BRANDING PARTNER APPLICATION
PBXware Multi-Tenant PBX - Call Recording

Recordings

Easily set up call recording for all extensions and access them via a web browser. Improve security, customer satisfaction and raise the quality of your service by playing back and analyzing the call records. To make certain that callers have given their consent, you can set default or custom announcements to be played before recording begins.
PBXware Multi-Tenant PBX - Multilingual GUI, Spanish and French translation

Multilingual GUI

PBXware is available in Spanish and French. Now our loyal Spanish and French-speaking users will be able to access PBXware in their native language.
PBXware Multi-Tenant PBX - Custom Development

Custom Development

Not every business is the same, and that is why we customize our software to the specific needs of each individual client. If your business needs a certain feature that is not available in the current version of PBXware, our team of highly skilled developers will design and develop the feature in the timeliest manner possible upon your request.
PBXware Multi-Tenant PBX - Statistics for Time management and Productivity

Statistics

Access daily or monthly call statistics with ease. Filter the statistics by the date, caller and callee number. Gain insight into the extensions statistics, such as who and when has made a call, the total and average call time, the number of answered and missed calls and more. Use the graphs to display your call statistics data in a meaningful and easy to understand manner.
Monitor Pages

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.

Queue Statistics and Reports

Real-time queue statistics gives you an in-depth insight into agent activity and queue traffic where you have the access to agent’s inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered calls, as well as total calls… You can display the reports visually by using a graph or export it as a PDF or CSV file.

PBXware Call Center PBX – Queue Statistics and Reports
PBXware Call Center PBX – Improve Service Quality
Improve Service Quality

With the PBXware Contact Center edition, you can track call activities in real-time and generate relevant reports that will improve your business productivity. You can generate different types of reports, such as Daily, Monthly and Extension Reports. Each report can additionally be filtered by Datetime Range, Caller, Trunk, Duration and more.

IVR Statistics

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination.

PBXware Multi-Tenant PBX, Call Center PBX, Business PBX - IVR Statistics
Use your existing IP Phones

PBXware is compatible with most IP Phones on the market. Use the same extension on multiple devices. Save time for both your IT personnel and your users by using features such as automated provisioning, busy lamp field (BLF), hot desking, and more.

The comprehensive list of supported UADs

Headset Support

PBXware Contact Center works out of the box with over 100 headsets from the industry leading brands. Some headsets from manufacturers such as Jabra and Plantronics offer advanced functionalities – allowing you to answer, hold, mute, or hang up a call using the headset buttons. Setting up and using your headsets is easy. Your clients will be happy, and so will you.

The comprehensive list of tested Headsets

PBXware Multi-Tenant PBX, Call Center PBX, Business PBX - Make calls directly through your CRM
Make calls directly through your CRM

Incorporate all the features and capabilities of the PBXware telephony system inside your CRM or Browser. PBXware Business integrates with the most popular business apps, such as Salesforce, SugarCRM, MS Dynamics, Zoho, Zendesk, Bullhorn, Vtiger, Pipedrive, SuiteCRM, Hubspot and many more.

PBXware Multi-Tenant PBX - Archive your data in the Cloud - Amazon S3, Dropbox, FTP

Archive your data in the cloud

PBXware integrates with Amazon S3, Google Drive, Dropbox, and FTP. You are able to store voicemail, fax, and call data records automatically and keep them safe in a remote location.
PBXware Multi-Tenant PBX - Powerful Speech to Text, STT

Powerful speech to text

PBXware’s voicemail system integrates with Google Cloud Speech-to-Text and IBM Watson (STT). Get text transcriptions of your voicemail messages sent to your email.
gloCOM - Unified Communications - Branding

Branding

Make your business stand out with your own branding added to PBXware. All we need are your logo and company colors, and our in-house team will create the complete solution that will help elevate your business to a new level.
PBXware Multi-Tenant PBX - Caller ID lookup

CallerID lookup

Reduce fraud, increase lead conversions, and improve message deliverability by integrating PBXware with external lookup service. Provide a customer or business with a personalized experience – even if it’s their first time calling in.

Take care of your business anywhere, anytime, from any device.

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Online self-care

Cut down your support cost and create a better experience for your customers with PBXware’s online self-care portal. Through the online self-care portal, users can access their personal dashboard and reports, check their voicemails, make changes to Enhanced Services such as Caller ID, Do Not Disturb, Call Forwarding, and more.

PBXware Multi-Tenant PBX, Call Center PBX, Business PBX - Online self-care
PBXware Multi-Tenant PBX, Call Center PBX, Business PBX - Comprehensive Role-Based Management

 

Comprehensive Role Based Management

System administrators are able to create groups and users permissions in order to delegate the administration of PBXware. Users are grouped by: Administrator, Site Admin, Operator, Manager, and Other Custom Groups.

PBXware Multi-Tenant PBX - Secure Voice, TLS, SRTP, Let's Encrypt SSL certificates

Secure voice

PBXware Call Center edition greatly increases security by encrypting your calls using TLS (Transport Layer Security) and SRTP (Secure Real-time Transport Protocol) protocols. And to add another layer of security, PBXware now supports Let’s Encrypt SSL certificates.
PBXware Multi-Tenant PBX - Activity Log, track changes, boost security

Activity log

You can now track date, time and activity of each user to improve time management and increase productivity. Knowing who accessed various files and made changes on the server can increase security and give you a greater insight into how your business operates.
PBXware Multi-Tenant PBX - HTTP API for Extensions, Trunks, DIDs, Ring Groups, IVRs

API

Connect your applications to PBXware with the PBXware’s simple, powerful, and secure application programming interface (API). You can access Extensions, Trunks, DIDs, Ring Groups, IVRs, and more via HTTP protocol.
PBXware Multi-Tenant PBX - Asterisk CLI in Browser

Asterisk CLI in Browser

Conveniently and securely access the Asterisk command line interface (CLI) straight from your browser.

BROCHURE

PBXware brochure

DATASHEET

Contact Center datasheet

RELEASE NOTES

PBXware 6.6

DOWNLOADS

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DEMO

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