eing the best requires working with the best. ICT is not readily available in every corner of the world. And where it is, it is more often than not missing the specifications your company needs to be a leading competitor in the industry. For Centracom, this was their primary headache. Founded in South Africa in 2008, their goal was to be the chief providers of ICT through replacing obsolete technology by the more advanced VoIP.
In order for Centracom to achieve objective, they needed to find a vendor of unified communications solutions that was reliable, efficient, and highly responsive due to the nature of the industry they operated in and their location.
Through a simple Google search, Centracom’s IT Manager found Bicom Systems with perfect ease. What made Bicom the optimal choice was the competitive advantage it possessed by having representatives worldwide, being transparent enough to grant Centracom a trail period with it’s products, and being able to customize the offering to their customer’s needs.
Centracom was so pleased with this service, that they have decided to continue the partnership with Bicom Systems, and even grow it further.
I recently stumbled upon an article claiming that PBX phone systems cannot replace call center software. My initial reaction was to scoff and dismiss it, but the article kept coming back to me as a response formed in my mind.
Rather than replying: “Yes, PBX can replace call center software”, I began to wonder why it has to be a question of one or the other – is it necessarily a replacement?
A PBX phone system that is dedicated to call centers is essentially enhanced call center software. Not a replacement, per se, but an improvement.
The aforementioned article challenged PBX phone systems on the basis that they do not offer the following features: Advanced routing, Call queueing, Live call monitoring, and Live reporting. The article further criticized PBX systems as less scalable than traditional call center software. Let’s go through these allegedly absent features one-by-one…
1. Advanced routing
Call centers are, by definition, dedicated to call management, so advanced call routing is essential. Call Center PBX solutions like PBXware offer skills-based routing, Interactive Voice Response (IVR), and Automated Call Distribution (ACD). Our skills-based routing supports the following criteria: skill level, training level, performance, availability, call priority, and queue load. Additionally, should a call need to be manually transferred, gloCOM shows the real-time status of other agents and supports instant drag-and-drop transfers to whoever is available.
2. Call queueing
Queues are, without a doubt, indispensable in any busy call center. PBXware supports not only unlimited queues and optional callback, but also real-time queue monitoring and statistics. Live wallboards with real-time queue stats enable call center agents to monitor and keep up with call traffic. Queue reports enable supervisors to achieve better customer service by forecasting call volumes, calculating agent requirements, and comparing results with expectations.
3. Live call monitoring
Constant call monitoring ensures optimum customer service quality and satisfaction. PBXware supports real-time agent monitoring and barging. Supervisors can drop in on calls unannounced and unnoticed to verify that call quality standards are being met. Alternatively, they could jump on a call to provide input or assistance without ever placing the caller on hold or transferring them. Call center agents perform more consistently when they know that a supervisor could be listening in at any moment.
4. Live reporting
Real-time reporting of call center statistics inspires agents to perform better and keeps supervisors informed on progress. PBXware gives data on queue statistics, call detail records (CDR), actions logs, and system CLI messages. Many call centers put these stats on wallboards so that progress is at the center of attention throughout the day. Detailed reports can also be run after the fact and delivered at a specified interval.
One of our primary goals at Bicom Systems is to enable partners to grow. Your success is our success and we have helped entrepreneurs start from the ground up as well as large corporations expand even beyond what the knew they could. PBXware is highly flexible and can scale both up and down fluidly. Bicom Systems is committed to giving you a solution as small or large as you need to get started. We are confident you will grow, so we are happy to start slow and grow with you.
Call Center PBX solutions do not need to be an alternative to call center software, but an enhancement of the traditional software. PBXware Call Center PBX is a powerhouse under-the-hood with all of the features and technologies that busy call centers need, but wrapped up in a simple and user-friendly interface.
You step into the car dealership and look around at all of your options. Red convertibles, little sports cars, all-terrain trucks. In your mind, you’re already flying down the highway, the breeze in your hair, music pouring from the car’s speakers, when the salesperson interrupts your thoughts with his mundane descriptions of the type of rubber in the car’s tires and the new fuel injection system.
When customers buy a car, they want to know how it’s going to feel driving it, not all the little mechanical details. The same idea applies to Unified Communication sales. At Bicom Systems, we’ve learned that in order to win more customers, you must give them an experience, a feeling, not just a description of each component of a phone system.
Start by getting to know your potential customers. Understand their visions, their plans for the future. Ask them about their current expenses and problems and get them to look forward two or three years and tell you what they’d like to change. Get into the mind of the customer.
The next step is to shift the customer’s focus away from the phone system to the bigger picture. Don’t describe the features, describe how those features will change their lives. How they’ll be saving time and energy. How they’ll be making sales left and right. How the system practically runs itself. Bicom Systems products piece together to create a seamless system for customers. We tell customers that our PBXware, TELCOware, and SERVERware combination will free up their time to win more sales while the technical operations go on in the background.
Finally, don’t forget to include a number of applications. Potential customers can find “good phone systems” among your competition. But if you have a “good phone system” with additional applications to make life easier for the customer, that will set you apart from the crowd. Even the most simple application can make all the difference if it is incredibly useful. Bicom Systems offers gloCOM, our Unified Communications desktop and mobile app, as the icing on the cake. gloCOM and our other applications speed up otherwise laborious tasks and give our clients that extra push that they need to sign on.
In short, don’t get lost in the competition by just offering a phone system. Or even a good phone system. Stand out from the rest by offering a lifestyle.
We often find that our customers have a misconception of Session Border Controllers (SBC). Customers that request a SBC often times need a SIP Proxy rather than a true Session Border Controller.
In general, people think of SBCs as a proxy that can be used for routing, security, and
other types of network administration. Customers seeking some sort of routing
administration – Least Cost Routing, for example – will request an SBC, thinking that is
the solution to their need.
However, an SBC is actually a back-to-back user agent SIP application with a wide variety of other uses such as policy-based access control, transcoding, topology concealment, call accounting, QoS, and call quality statistics.
On the other hand, a SIP Proxy is an IP PBX component used for call functions such as routing. A SIP proxy will send SIP requests to the appropriate destination and return a response. SIP Proxies may also be used for registration, authorization, security, network control, and other call functions.
VoIP and IP PBX are terms that we use all the time, but despite similarities, they are not interchangeable. VoIP has evolved to be a very broad term covering a whole range of technologies, while IP PBX is more specific.
VoIP – Voice over Internet Protocol – describes any telephony system that uses Internet rather than PSTN. The term is used for many types of modern telephony that have replaced legacy systems.
IP PBX – Internet Protocol Private Branch Exchange – is a specific type of telephony system that switches calls between an internal data network and external networks.