Call Center PBX: An Enhanced Software

call center pbxI 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.

5. Scalability

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.

Learn more about our Call Center PBX solution on our website.

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Making the Next Sale: 8 Tips for Telecom Sales Teams

The average sales person makes 8 dials per hour and prospects for 6.25 hours to set 1 appointment.
[Source: Ovation Sales Group]

One appointment, not one sale. As a job description, that is a bit depressing. In 2017 no one wants to spend nearly a full business day hard at work with little to no results. Or what about this one?

Nearly 57% of B2B prospects and customers feel that their sales teams are not prepared for the first meeting. [Source: IDC]

Talk about constructive criticism. With that kind of success rate and feedback, this last one is no surprise:

Sales reps ignore 50% of marketing leads. [Source: The B2B Lead]

Despite these disheartening statistics, the sales profession is here to stay. Particularly in B2B situations, sales people are simply the best way to convert prospective customers into partners. So it is high time that we have a discussion about sales and support our sales teams in the valuable work that they do.

Today we have Sheila Belzil from our Sales Department sharing a few strategies to make telecoms selling easier.

Strategy tip #1: Know your stuff

Before you ever pick up the phone to make a sales call, you must know your product inside and out. Prospects are naturally going to ask questions before committing to your company, so you better have the answers ready. And not just the product, you need to know your company, your employees, your partners, and even the market in general. Leads will be more likely to trust and listen to you if you establish yourself as an industry expert.

Strategy tip #2: Stay ahead of the game

According to Accenture, 94% of B2B buyers do research online before making a decision. We are living in a buyer’s market and in the age of Google. Most prospects are going to know plenty about what is new in the industry and what your competitors are offering. As a sales person, you need to stay ahead and know what is new and what is coming so you are not caught off guard by questions. Again, that knowledge will make you more trustworthy.

Strategy tip #3: Attract consumers with content

This tip will be fulfilled by the marketing team, but sales reps that want to sell should be pushing for it. If 94% of your prospects are researching you online, what are they going to find? There better be plenty of interesting content for them to read and look at before something – or someone – else steals their attention. The sales team will know best what type of content interests their prospects, so they should be contributing to the conception of marketing ideas.

Strategy tip #4: Nurture your leads

Your marketing team put all that great content out there, prospects are finding and consuming it, but they are probably still not ready for you to swoop in with a sales pitch. Their interest is piqued, but they still need more information. Now is the time for engagement through targeted content. Modern softwares and technologies can track what exactly your leads are looking at so that know what to send them next.

Strategy tip #5: Listen before you speak

You are finally on a call with a lead and itching to delve into your sales pitch. But before you start talking all about your company and your products, ask about theirs and then really listen. Aside from validating the lead and making them feel valued, you will gain insight into the types of problems they face. Even if you do not win the sale, the information gained will make you a better sales person for the next one.

Strategy tip #6: Be organized

Any successful sales team knows the value of organizing leads. A good CRM is a must to get through the sales cycle as painlessly as possible (check out: 7 Features of CRM Integration That Your Sales & Marketing Teams Need). Aside from the obvious benefits of more efficient lead management, organization helps nurture leads through the buying process and makes automated personalization possible.

Strategy tip #7: Dedicate account managers

A smooth sales cycle takes a number of dedicated staff to keep the pieces moving. From the early stages of marketing to making a sale to a dedicated account manager, each person plays an important, and often personal role. Do not let any leads feel like just another pawn coming down an assembly line. A dedicated account manager will get to know each lead on a personal level and ensure individual satisfaction.

Strategy tip #8: Making the sale is just the beginning

You made it through the sales cycle: your prospect became a lead and then a customer. Take a moment to celebrate, but then get right back to work because this is only the beginning. Supporting your customer after the sale is every bit as important as making another sale. Stay in touch and be a familiar presence; you want your customers talking to you before anything goes wrong. Keep them confident in your solution so they stick around for years to come. (Check out our video: 5 Ways to Increase Customer Loyalty for ITSPs & Telco).

Would you like help improving your telecom sales or marketing strategy? Please contact your account manager or create a free account for expert advice and tools.

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7 Features of CRM Integration That Your Sales & Marketing Teams Need

crm integrationCRM software is great for business. VoIP solutions are great for business. Integrated together, they create a powerhouse that will support both your sales and marketing teams.

Lead management is a core part of any business and getting it right can make or break your success. A standard, efficient workflow to apply to all contacts and individualized nurturing for each lead are of equal importance to get through the sales cycle.

The balance can be reached with CRM integration through the following features:

1. Call & email logs

Integrated CRM software tracks all calls and emails to contacts. Forget flipping through your calendar or racking your brain to remember your last call with a specific lead or customer – an integrated CRM will give you that information and more in seconds.

2. Click-to-call

Now more an expectation than a perk, click-to-call with CRM integration makes it easy to call leads or customers as you are reviewing their account. Cut the time it takes to get through a list of sales calls by doing everything from one screen.

3. Call pop-ups

If click-to-call simplifies your outbound calling process, call pop-ups greatly enhance inbound calling. CRM integration puts the caller’s name and detailed information on your screen before you even lift the phone receiver. No more pressure to remember details or asking the caller to wait while you change gears and catch up.

4. Marketing campaigns

Your CRM is no longer just for the sales department. Marketing teams will find an integrated CRM invaluable for creating, sending, and tracking marketing campaigns. Responsive marketing that targets audiences based on past behavior and interests shown is more effective than passive, mass marketing.

5. Marketing automation

All the buzz in 2017, marketing automation is quickly becoming standard practice. An integrated CRM makes it possible to automate marketing campaigns on multiple levels without forgoing a dynamic, responsive approach. In fact, the data collected by your CRM will make marketing efforts even more responsive to lead behavior.

6. Data organization

Arguably its primary function, it goes without saying that your CRM organizes contact data. But an integrated CRM will go even further in placing pertinent information exactly where your company needs it.

7. Lead Tracking

An integrated CRM goes beyond contact information and call logs, you can now track website visits, social media behaviors, downloads, and much more. Both the sales and marketing teams can get better results when they have more information at their fingertips.

PBXware and gloCOM integrate with Salesforce, Zoho, Sugar, Zendesk, and Microsoft Dynamics. We can integrate with other CRMs through custom solutions. Learn more about gloCOM or contact us today.

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Free & Reduced Price Passes to Channel Partners

channel partners

Will you join us and 5,000 of your telecom peers at Channel Partners in Las Vegas? Deadlines are approaching and hotels are filling up, so register today!

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


If you would like to start or grow a telecom company, you won’t want to miss Channel Partners. During the conference you will be able to:

  • Get your name and brand out there in the worldwide telecom industry
  • Network with prospective customers
  • Take advantage of great conference sales and promotions
  • Learn about hot topics at the keynotes
  • Connect with peers to discuss and compare notes
  • Meet and try out providers in person

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:

Don’t forget to enter promo code BicomSys for free or reduced prices.

Click here to Register Now!

6 Things Telecom Companies Should be Doing on LinkedIn

linkedinDid you know that 64% of all visits from social media to company websites come from LinkedIn? And that 4 out of every 5 LinkedIn users are decision makers at their companies?

A massive and sales-ready audience is waiting for you on LinkedIn. Now is the time to join the 3 million other companies on LinkedIn. Start reaching your current and future clients on LinkedIn with the following simple steps…

1. Make a plan

Ready to get started creating or growing a company page on LinkedIn? Congratulations! We know you’ll be happy with the end result. Before getting any further, sit down and make a plan. Carefully read through the following steps and then choose someone to be in charge of LinkedIn and map out a timeline of when and how each of the following steps will be done. Begin thinking about analytics and setting expectations. When you start checking items off and seeing the results you’ll be grateful you made a plan!

2. Fill in and optimize your company page

Taking the time to fill in all the fields on your company page with keyword-rich text and descriptions will pull your page up in the LinkedIn and Google search engines. With three million other companies competing to be found, be sure to take full advantage of each of the fillable spaces on your page.

Fill in your description with engaging text that will capture the attention of visitors, lacing your most important keywords throughout. Use the Specialties field to add up to 20 keywords related to your company’s products, services, and general purpose.

Images are worth a thousand words and videos are worth even more. Add a profile photo – your company logo – and a company banner. Add images and videos wherever possible to make your company page more visually engaging.

3. Get followers

linkedinNow that your company page is optimized for search engines and visitors, it is time to grow your network and accumulate followers. This may take some initial effort, but as your company page and network grow it will start attracting followers without extra effort. Try some or all of the following techniques to get started:

  • Add a Company Follow Button to your company page, blog, newsletters, email signature, and anywhere else you can! LinkedIn will even generate the code for you
  • Ask your employees to follow the company page and share its posts and content with their networks
  • Send out an email to your mailing lists advertising your new LinkedIn page. Get even better results by providing an incentive like a giveaway or promise to follow them back
  • Advertise your new and improved company page on your blog and/or website
  • Follow other company pages and interact with them to get your company’s name out there

4. Post on your company page regularly

As soon as you have even a few followers it’s important to be consistent about posting and interacting. If your company page sits quietly for too long it will be difficult to entice followers back. Make a plan to post at least a few times a week, if not every day.

Get creative with your posts – ask yourselves what would interest your followers and get them clicking, commenting, and sharing. LinkedIn researchers found that status updates with questions received nearly 50% more comments. Try asking your followers for their thoughts or feedback to encourage a response.

Videos are another great way to grab viewer attention and interest. LinkedIn says that posts with videos lead to followers liking, sharing, or commenting twice as much as on posts without videos.

Don’t forget to respond to your comments and return the favor by visiting other company pages. If your followers are trying to interact but being ignored they won’t be back.

5. Participate in groups

With around two million industry-specific groups, LinkedIn has a niche for everyone. Search through the groups and find a few that fit your company’s purpose and products. As you browse through groups in your industry and search based on keyword, check how active the group is – don’t bother joining a group that looks more like a ghost town than an interactive discussion. Take a look at how often new discussions are started and how many response they tend to get. Your company may benefit from a few large groups where brand exposure is high as well as a few smaller groups where relationships and connections can be formed.

We recommend you start with the Telco Service Providers Network. TSPN is a great place for all kinds of telecom professionals to ask questions, discuss hot topics, and make connections.

6. Track statistics

Great job! You’ve made it through most of the steps – you have a fully optimized profile and an ever-increasing network! But don’t let all your hard work go unmeasured. Track your progress in the Analytics tab on your company page. There you can find statistics on your page, posts, and followers. Additionally, use Google Analytics to track visitors from your LinkedIn page to your company website.

Want to start simple? Bicom Systems would love to be your first or next follower! Connect with us today!

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