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.

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3 Ways UC Increases Call Resolution Rates in Call Centers

call centerWe have talked about Hosted VoIP in call centers as well as PBX Call Center software, but today is specifically about Unified Communications. What is the general purpose of any call center? Call resolution. That is exactly what a call center is created for – to answer and resolve calls.

Unified Communications contributes to improved Call Resolution Rates in a number of ways. Three specific features are:

1. Presence – Call Center agents that are on call can use Presence to quickly identify colleagues that are available to join the call or provide advice in another way like IM. This way the agent can stay on the call while seeking a solution rather than putting the caller on hold or sending them to unavailable extensions or voicemail.

2. Collaboration – Unified Communications makes it possible for Call Center agents to work together more quickly and seamlessly. Tools like IM, screensharing, or drag-and-drop conferencing mean a resolution is reached more quickly and efficiently. Agents that are on another call can still be reached through alternative methods.

3. Remote Agents – The ability to work from home or on the road means increased availability and flexibility. When more agents are available at more times, it becomes easier to resolve calls efficiently.

These and many other features make Unified Communications an ideal solution for Call Centers that wish to increase their call resolution rate. Our gloCOM app is the piece that ties together the rest of our telephony solution, putting all of our UC tools in one simple interface for your desktop or mobile phone. Learn more about gloCOM 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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