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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3 Ways PBX Call Center Software Improves the Customer Experience

pbx call centerThe title says three ways to improve customer experience, but we all know there is really only one way to do that – by enabling and inspiring our agents, the ones who deal directly with customers. So these are really three tools that will inspire or enable your agents to enhance the customer experience.

1. Share Statistics – What better way to drive better customer service than to let agents see the positive impact of doing so. And of course a bit of healthy competition works well too. Call Center PBX even lets you show stats on a wallboard where agents can see it constantly.

2. Focus on Problem Solving – Rather than using call center software that focuses only on answering voice calls, expand to a unified communications solution that can shift the focus to actually addressing customer problems rather than just taking calls. gloCOM lets agents transfer calls, drag users into an instant conference, silently IM during a call, and much more. These tools let agents collaborate with other agents or supervisors to get to the root of a problem quickly and efficiently.

3. Make it Easy – Finally, cloud call center software is user-friendly, has a streamlined interface, and requires little to no IT help. If the technical side of call management is easy for agents, they will be happier, less stressed, and better equipped to deal with the personal side. Call Center PBX even offers a way for agents to take breaks so they can come back recharged, place themselves on “Do Not Disturb” so they can escape distractions, and much more.

If you are interested in learning more about Call Center PBX or downloading a demo, please visit our product page or sign-up for a free account to get in touch with an Account Manager!

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3 Trends in Call Center Technology

call centerCall Centers that are thriving in 2016 pay attention to new trends and embrace new technology. In a world where innovation is happening every single day, businesses cannot afford to fall behind the trends. Call Center Software is constantly evolving to keep up with new technology. Let’s take a look at a few trends for 2016.

1. Cloud-based Software

As with most modern communications solutions, call center software is now available in a cloud-based format. The cloud offers many benefits to call centers of all sizes. With lower costs, enhanced usability, easy scalability, and more, Cloud Call Center Software will soon be the number one choice for call centers. PBXware Call Center edition is a cloud-based software.

2. Multichannel Communications

Gone are the days dominated by voice telephone calls; 2016 offers many other communication options. From instant messaging to video calling to screen sharing, call centers can now give customers choices to resolve problems more quickly and efficiently. Our gloCOM unified communications app offers all of these channels and more.

3. Better CDR

Finally, new call center technology means better tracking and performance management. CDRs are more accurate and detailed than ever, enabling managers to focus on efficiency and track improvements. Learn more about PBXware CDR features here.

If you are a call center, now is the time to jump on board with modern technological trends. Visit our website or contact us to speak with a real Account Manager.

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6 Guidelines to Choosing Call Center Software

With so many Call Center Software options on the market today, you may have a hard time identifying the best option for your call center. Here are a few guidelines to take into consideration when weighing your options:

call center software1. Feature Set – The first and most obvious consideration is the feature set. Start by making a list of the non-negotiable features that your call center needs. Particularly useful features include predictive dialing, click-to-call, IVR, ACD, skills-based routing, etc. Do not settle for an option that does not have all of the features you require.

2. Integration – Call Center PBX software that can integrate with your other platforms, like your CRM, will increase ease-of-use and productivity. Better yet, a complete call center solution will come with all of the pieces already integrated into one package.

3. Scalability – One of the most important considerations is scalability. Once you finally select and implement call center software, the last thing you want to do is upgrade after a few years of successful growth and expansion. A great call center software will be highly flexible and able to grow with your company.

4. Reporting – The heart of any call center is, of course, the phone calls. So effective tracking and reporting are an essential part of call center software. Look for a solution with real-time reporting, administrator tracking, and CDR.

5. Customer Service – Any telephony solution is only as good as its customer service. This includes not only troubleshooting, but also the initial implementation process and training. Choose a company that backs its call center software with consistent quality customer support.

6. Pricing – While price should not be your primary consideration, your call center software should certainly fit within your budget. Pay attention to both up-front costs as well as maintenance and support costs that will come later on. Above all, look for a call center software provider that offers a free trial to test compatibility before making an investment.

Follow the above guidelines and you will be well on your way to choosing call center software. Get started by checking out our PBXware Call Center software.

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How to Increase Call Center Productivity & Efficiency

PBX Call Center Software

call centerThe goal of any call center is to handle the maximum call volume as efficiently as possible. This means answering and resolving all calls favorably and quickly. While this may have been more difficult in the past, PBX call center software makes this possible for call centers across the globe today.

Call Center Productivity Tools

By enabling call center agents with the right tools, you can ensure maximum efficiency and productivity. Modern call center software allows agents to:

  • Solve caller problems more quickly – The primary purpose of call center agents, problem solving can be done more quickly with the right software. Call center applications like gloCOM enable agents to find a solution without hanging up or putting the caller on hold. Whether this means using instant messaging with coworkers or supervisors, instantly conferencing in another party, or transferring the caller to an available agent, the call will be brought to resolution more quickly.
  • Route calls more efficiently – Sometimes it just is not possible to resolve a call in one step, so the next best option is to get the caller to the right person as quickly and painlessly as possible. A good call center app will show the real-time status of other agents and support instant drag-and-drop transfers to whoever is available. Some PBX solutions will also offer skills based routing and more advanced queue options.
  • Stay more motivated – Agent burnout is a real problem in many call centers, so it is worth it to keep agents happy and motivated. Software like PBXware Call Center PBX can show real-time stats on a wallboard to encourage friendly competition and inspire agents to work more quickly. And a complementing app like gloCOM allows for monitored breaks that will keep agents energetic and happy. Supervisors can see which agents are inactive too often and take action accordingly.

More Productivity Means More Profit

The three ideas above are a starting point to making your call center more productive and, in turn, more profitable. The best part is that most PBX call center solutions will be scalable and allow you to keep up with the growth that is sure to follow.

To learn more about call center software solutions, check out our Call Center PBX page or contact us today.

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