About Laura Espinosa

Laura oversees Content & Inbound Marketing, spending most of her time organizing marketing projects, editing, or immersed in Google Analytics. Her favorite part of the job is writing, so you will find her on the blog as often as time allows. Contact her at laura@bicomsystems.com

Where to Go After Toshiba Telecom Closing

toshiba telecomtoshiba phone systemThe Toshiba Telecommunications System Division announced last month that they are closing. Current Toshiba Telecom Dealers will lose service on May 22.

If you are a Toshiba dealer looking for a new partner, Bicom Systems has a promo going just for you. If you have not received an invitation letter from Stephen Wingfield yet, download your copy here.

We have noticed many providers jumping on the chance to grab up Toshiba dealers and move them to the cloud. While we are big proponents of hosted solutions, we know that many companies still prefer premise deployments. Whether you want to stick with a legacy system, are ready to move to the cloud now, or are considering inching into the cloud with a hybrid solution, we will come up with a solution that fits your specific situation.

Bicom Systems supports telecom companies around the world with both On-Site (PBX, Call Center, IP Key System) and Hosted (Multi-Tenant) solutions. Established in 2003 with the first ever open-standards, turnkey telephony platform, Bicom Systems is the only Unified Communications provider with all of the pieces including telephony, mobility, security, and billing.

Our seven highly featured products integrate seamlessly to boost sales, growth, and profit. Some of our partners include Telecom Italia, NEC Australia, and Iridium Satellite Services.

Based on the input of existing partners, we compiled a list of ten reasons to move to Bicom Systems. Learn more and download the PDF at

www.bicomsystems.com/toshiba-telecom

For more information and to chat with an experienced Account Manager, please contact us today:

1-954-278-8470 (U.S.)
1-647-313-1515 (Canada)
sales@bicomsystems.com
www.bicomsystems.com/contact

Amazon Connect Review

amazon connect call centerKnowledge is power, especially in the fast-paced world of technology where things are changing so quickly. At Bicom Systems we like to research and even test new products as they come out so that we know what we are up against. One of our developers recently spent some time looking at the Amazon Contact Center solution and wrote a review for all of you:

Amazon Connect: A Review

GUI

The GUI is not anywhere near where it should be. The content is breaking out and overflowing. Components take up too much space that you do not needed. Everything is fixed, you cannot adjust the window size, etc.

Contact Flow

Creating call flow logic is very easy with their graphical interface. You have components in which you add and connect with wires and then make logic. The starting position is the number which callers will dial and then enter into the system. I tried some custom, it was not too complex and it worked. But the question is how it will behave in a more complex situation. There are still some GUI problems. For example, when you move or edit a component, the connection is lost and you have to wire it again. After publishing it will show you errors and where you should fix it.

Prompts and Text-To-Speech

Prompts have the capability to use text-to-speech or recording. Text-to-speech is great for building small prompts, but of course it only works only with English.

Statistics

Amazon went with customizable reports, so it allows you to choose fields from a list and then you can save and run it again. This sound nice, but as I tried making a few reports – BAM – I would run into errors or fields that showed no data. If you want to talk optimization, well we know there is none. Even with little data, it requires a couple of seconds to build every report. And if you add fields, it takes longer and longer. So handling large data may not be possible.

The most annoying thing that I ran into was that when I was expecting certain data, it would not show at all or would show lower values than expected. So data accuracy is a big issue.

Also, unlike in our statistics, you cannot filter by time, for example from 8:00 to 11:00. You cannot break the data down to see all the CDRs an agent had at that time.

So statistics gets a big thumbs down. Though it may have plenty of filters and features, everything comes down to speed and accuracy.

Conclusion

Amazon took the approach of making everything customizable. But even with that in mind, there are too many things missing. First of all, you cannot create any queue strategies. You could create flows, but you cannot achieve automatization. Also, there are many instances of queue configuration on our system which would require big flows or be impossible to make. Statistics covers a lot of fields, but accuracy and speed are big problems here.

They have this simple WRTC softphone that works for simple functions – dial, hangup, transfer – but real call centers agents often need to see with whom they are talking. For now, the agent is put in this “after call work” state for every call, so there are no options like wrap-up time, auto pause, etc.

In conclusion, this software does not yet provide a good solution for large call centers. And even for small call centers, there are lot of bugs and GUI problems that need to solved.

If you would like to learn about our own call center solution, please visit our website.

More posts like this one:

Countdown to Channel Partners

Channel Partners starts in just THREE days – are you ready?

Our preparations are well underway. We’re unpacking boxes, putting together furniture, and mounting TVs. We cannot wait to open up our booth to all of you next week.

Listen to our podcast with Telecom Reseller to learn more about our booth and plans for Channel Partners:

 

The 20th anniversary of Channel Partners will be held at the Mandalay Bay resort in Las Vegas from April 10th to 13th. Learn more and register for Channel Partners here: www.bicomsystems.com/channel-partners-2017

As an exhibitor, Bicom Systems is offering free and reduced passes to Channel Partners with promo code: BicomSys

Click here to Register Now!

Unified Communications: Beyond Telephony

unified communicationsUnified Communications works great for telephony and voice. It makes communicating fast, easy, and efficient. But a good UC solution should be doing much more than just telephony. Unified Communications can support and improve your business in many aspects.

Collaboration

More than just a buzzword, collaboration is key to productivity in the workplace. Unified Communications solutions support collaboration with features like screen sharing, file sharing, and presence. gloCOM, our UC app, offers all of these features and more. Learn more by reading 6 Unified Communications Features that Promote Collaboration.

Billing

Integrated billing software automates invoicing, rate-setting, and other accounting tasks to free your time and concentration. Unique to our Unified Communications suite, TELCOware is a provisioning platform that performs billing, ticketing, accounts, shopping cart, and more, so that you do not have to.

Security

The issue of security is heavy on the minds of most VoIP users today. Our Unified Communications solution goes beyond telephony to help secure your network. sipPROT is an advanced SIP security module that protects against SIP attacks. Unlike other solutions, sipPROT works with live traffic, protecting the system even while it is in use.

More posts like this one:

5 Benefits of the VoIP Softswitch

voip softswitch We have come a long ways since the manual telephone switchboard. 139 years, to be precise. From the days of manual telephone operators to PBXs to modern solutions that tap into VoIP technology to do more than just call routing.

We have written previously about what a VoIP softswitch is and even the difference between Class 4 and Class 5, but we had yet to actually delve into why you should use one. Let’s look at just a few of the benefits of using a VoIP softswitch…

1. Scalability

As a software-based solution, a VoIP softswitch can be scaled both up and down relatively easily. It will grow with your company so you can start as small as necessary. Upgrades are done by downloading new software.

2. Versatility

Routing, billing, reporting, and monitoring are just some of the functions that can be done on a VoIP softswitch. Integrated apps and software create a very comprehensive solution for maximum efficiency.

3. Billing

One of the most valuable functions of the VoIP softswitch, billing software is very accurate and gives you the ability to customize call rates and invoices for individual users. It takes the busywork out of billing so you have more time for what matters.

4. Cost-effectiveness

With no additional hardware to purchase, VoIP softswitches are more cost efficient than traditional switches. Upgrading via software is also much less expensive than purchasing new hardware.

5. Flexibility

Finally, with all of the aforementioned functions and capabilities, there is no denying that VoIP soft switches are very flexible. This makes them an ideal solution for all kinds of businesses and organizations.

An example of a VoIP softswitch is PBXware. Our integrated billing module is TELCOware. Visit our website to learn more today.

More posts like this one: