10 Things You Can’t Miss out on With gloCOM 5.2

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We’re back with another update! With constantly changing technology,our developers are always innovating. As soon as we release one version, we already have new ideas for the next.

Bicom Systems strives to give our customers the best versions of Unified Communications. Our newest version, gloCOM 5.2, will increase efficiency, productivity and support collaboration like never before. Here are 10 new things gloCOM can offer you and your customers.

1. Communicator Branding (BRM – Bicom Release Manager) 
Your company information. Your logo. Bicom Systems offers white label products to resellers who want to rebrand our products. This way your customers won’t get confused when they see another companies information plastered on their applications. This branding feature also benefits resellers so their customers won’t go directly to the manufacturer for their telecommunication needs, ensuring the customer remains with you.

2. New languages for GUI
Two new languages were added to this upgrade. gloCOM 5.2 is now offered in English, Italian and French. This update gives reseller’s a competitive edge in the market by offering their products in different languages.

3. Caller ID when Faxing
With gloCOM 5.2, users can now choose what caller IDs to send a Fax as. When you add a new contact you input their; name, phone number(s), email addresses and if applicable, their fax number. Now all the user has to do is right-click on the contact and they have the option to send them a fax straight from gloCOM.

4. Block Caller ID Notification
This new feature gives the user two options. They can either hide their Caller ID permanently or hide their Caller ID for the next call they make. An icon will appear during your call letting you know if your Caller ID is hidden.

5. Agents Pause Reason Codes
You can now see why and when an agent pauses their calls and what their current status is (ex: on a call, busy, paused, offline etc). When you hover over an agents name with your mouse, a tool-tip will appear with the agents status and why (ex: Paused: Smoke Break). Not only can supervisors see this information but other agents can too! This becomes handy in case they need to transfer a call to another agent or if they need to discuss a matter.

glocom_brands2

6. Filter Queue Call Tab
This new feature is especially useful for clients with multiple locations and queues per location. The supervisor can choose to only see the calls for a specific location. This makes it easier to navigate and organize through wait times, service levels, amount of calls answered/unanswered, etc.

7. Default Ringtones
Before gloCOM 5.2 it was hard to distinguish whether it was an internal or external call because it was the same ringtone. Now, you can set different ringtones for internal calls (within the organization) and external calls (outside of your organization).

8. Add Users to Existing Chat
This new feature on the update makes collaboration even easier. You can instantly start a group chat by dragging a new user(s) into an existing chat. It saves users time and increases productivity.

9. Module Icons can be Personalized
The icons for the modules inside gloCOM can be personalized. The telephone icon must stay there but the following three icons can be chosen by the end user. The user can arrange the icons as desired to boost accessibility by simply dragging dropping.

10. Show/Hide Numbers Next to Contact Name
Having the ability to see the contacts name and number(s) can be very convenient or take up a lot of space. It is fast and convenient that you do not have to click on the contact and go into their profile to see their information. This is helpful when you are quickly looking for a phone number to give out or access yourself. But with all this information when you have a lot of contacts, it can look messy and cluttered. This new feature gives you the option to show or hide these numbers.

To read all of the new features added to gloCOM 5.2 read over the official release notes here. If you want to upgrade your gloCOM to the latest version, visit our website or contact your account manager.

‘…as a Service’ Part 4: CCaaS

CCaaSWhat is “…as a Service” and how can it help your business?

Finally, we have reached the end! Our last “…as a Service” acronym in our What is “…as a Service” and how can it help your business?’ blog series is CCaaS. If you are just joining this 4 part blog series, visit our blog to catch up on Part 1-Part 3. Now, without further ado let us introduce CCaaS, also known as Contact Center as a Service.

CCaaS is a simplified, cloud-based service that improves customer service for contact centers. One would think a call center and a contact center are the same things, but a call center only focuses on incoming and outgoing voice calls. A contact center does that as well but also uses data applications like e-mail, chat/instant messaging, CRM integration etc.

CCaaS is the ideal option for many contact centers! Why?

  • They can be scalable when needed
  • Companies can be more flexible
  • Companies will only pay for the technology they need which
    • Reduces Expenses
    • Reduces IT monitoring Staff
    • Creates Flexibility
    • Allows Easier Innovation

Cloud solutions such as ‘as a service’ provide the same abilities as on-premises does, but they are delivered from a single vendor who is responsible for maintenance and upgrades. The vendor can release these upgrades and do maintenance all through the cloud.   

CCaaS ensures not only a better customer experience but also a better agent experience!

  • Additional programs seamlessly integrate
  • Agents save time on solving problems
  • Agents have the ability to collaborate with other team members like never before
  • The overall cost savings for the company are tremendous.
  • Agents can solve problems quickly resulting in a lower talk time and more customers served.

CCaaS guarantees flexibility, better responsiveness and service quality. This software is useful to even customers that are not call/contact centers. Customers are realizing that they need the contact center features to enhance their customer service. CCaaS features are appealing to:

  • A small business with order taking
  • Any company with customer service agents
  • Growing companies who are seeking integration
  • Startups that want the best communication platforms

As a vendor, selling CCaaS has many benefits! There are many opportunities in this new industry and you should take advantage of them! Read this detailed info-graphic on 7 Reasons to Start Sell CCaaS to learn more.

  1. 80% of the market cannot access traditional contact center solutions
  2. Your customers are realizing they need contact center features
  3. You will earn more from contact center customers
  4. The whole comms industry is moving toward the Cloud
  5. CCaaS will increase your stickiness
  6. The competition is still low
  7. CCaaS will help you build your brand

If you want additional information on Bicom Systems CCaaS products like our PBXware Call Center Edition or our gloCOM Call Center Agent, send us an email at sales@bicomsystems.com.

Thank you for joining us on this blog series journey and we will see on our next post!

‘…as a Service’ Part 3: CPaaS

CPaaSWhat is “…as a Service” and how can it help your business?

We’re back! This is Part Three of our ‘…as a Service’ and how can it help your business?’ blog series. If you haven’t noticed from the title, today we are talking about CPaaS, otherwise known as Communication Platforms as a Service. If you have not read Part 1: UCaaS or Part 2: SaaS of our series read them here.

Communication Platforms as a Service, similar to UCaaS, is another ‘as a Service’ application that your business should have! CPaaS allows companies to integrate communication features like:

  • Voice Calls
  • Video Chat
  • Instant Messages
  • Click to Call
  • SMS
  • Screen Sharing

into their own applications, without having to create them. CPaaS is a cloud-based platform and can be added to existing applications without the need to build a new infrastructure. Customers avoid additional IT expenses like ongoing maintenance and initial construction fees. The customers only pay for the services they want and need, resulting in more flexibility and scalability. CPaaS adds many benefits but ultimately, maintains modern communication practices for your business.

CPaaS providers have the ability to improve their customer, of any size, communication channels significantly. Resellers have the ability to provide:

  • More Options
  • Greater Accessibility
  • Better Reliability
  • Unique/Customized Applications  

For companies today, communication has never been more critical. It is the main drive behind productive, customer relationships and partnerships. By being a CPaaS vendor, you will provide businesses with customized applications that will integrate perfectly into their already established business platforms.

Developing a custom application for a client will create a strong relationship. As the business changes and grows, the developer will grow with them. Any changes to the applications will be done by the vendor and will produce long-term profits. CPaaS allows businesses to become more creative with how they communicate with their clients. To stay ahead of the competition, companies constantly need the next best thing. Resellers have the opportunity to give that to their existing and new clients.

To learn more about Bicom Systems, CPaaS, PBXware and our white-label reseller opportunities, visit our website or send us an email and sales@bicomsystems.com. Keep watching for our final part of our four part blog series when we learn about our final ‘as a Service’ word, CCaaS.

Benefits of Selling SaaS

selling-saas

According to Forbes, the Cloud Computing Market is expected to reach $411B by 2020 and the Software as a Service (SaaS) market is expected to grow at a compound annual growth rate of nearly 16%, growing from $58.6B in 2017 to $99.7B by 2020 (source).

Service Providers abound in today’s marketplace, however it is yet to be seen how many will successfully capture this opportunity and expand their existing offerings to meet the demand for Cloud and SaaS Add-Ons.

SaaS – Software as a Service – is just a fancy name for all of those cloud and software-based add-ons that increase the value of your existing solutions. For example, Unified Communications as a Service (UCaaS) or Contact Center as a Service (CCaaS).

Have your customers and prospects started requesting these new services yet? Have you had to turn down any feature requests? Turn away any prospects looking for a one-stop-shop?

As evidenced by the financial data, contemporary technologies like UCaaS and CCaaS are quickly becoming expectations rather than extras. If you do not yet provide them, you are missing opportunities to grow your business and secure your future.

Adding these new technologies to your existing offering will enable you to:

1. Reach more customers

SaaS add-ons are in high demand. Offering those services allows you to say “yes” to whatever your next prospect may request. The more services you offer, the more customers you will reach.

Not only will you win more customers in your existing niche, these additional solutions will allow you to enter new markets. For example, the Contact Center as a Service sphere is growing rapidly and offers a whole new group of prospective customers.

2. Generate more profit

Any kind of addition to your existing product line opens up the opportunity for more return on each sale. You are making your products more valuable. Best of all, customers are willing to pay for it. These softwares are powerful tools that will improve business and are worth the price.

Expanding your product line is an important step to building your brand. As your customer base grows, your brand will grow too.

3. Future-proof your business

Adopting SaaS will prepare your business for the future in a few ways. First of all, the monthly subscription models fosters a long-term commitment that reduces customer churn. Becoming a one-stop-shop discourages customers from leaving for greener pastures.

Second, in our innovation-obsessed industry, it is important to keep pace with the technological trends and evolve to meet demand very quickly. Adopting the cloud and SaaS is a step in the right direction. Partnering with a vendor of contemporary technologies ensures that you have someone in your camp looking out for the next trends.

This all sounds great, so… Where to start?

We would love to chat with you about your business and how to seize this opportunity. Meet Bicom Systems this fall at WISPAPALOOZA or AstriCon to learn all about the latest technologies and how to add them to your business offering.

WISPAPALOOZA
October 8-12
Las Vegas, NV
Booth #117
Learn more

ASTRICON
October 9-11
Orlando, FL
Learn more

Our first Bicom Systems User Group Meeting will be on Monday October 8th at WISPAPALOOZA in Las Vegas. It is a free event and open to ALL WISPS (you do not have to be or become a customer to attend). Join us from 9:00 to 4:00 for a behind-the-scenes look at VoIP, UCaaS, and CCaaS with networking and presentations from:

– VoIP Marketing Guru Suzanne Urash of CR8 Group who will share her secrets to getting your phones ringing off the hook

– ThinQ, the best kept secret in the carrier space, who will explain how their toolset has greatly increased their partners’ Quality of Service for customers

– Kris Twomey, from the Law Office of Krisopher Twomey and Carol Lisowski, who will speak on telecom compliance and the most recent regulatory issues.

Lunch will be served at noon. Space will fill up quickly, register now at bicomsystems.eventbrite.com.

See you this fall!

The Benefits of Multi-Tenancy for Resellers & Users

multi-tenancyAs our industry continues its ongoing shift to the Cloud, one decision that many vendors are facing is whether to continue selling a dedicated solution or upgrade to multi-tenancy.

Multi-tenancy is a type of architecture where one single instance of your software and its infrastructure supports multiple customers (tenants). True MT solutions are only available in the Cloud.

Similar to housing, a dedicated solution is like owning a home – the whole thing is yours to occupy, finance, and maintain. A multi-tenant solution is like an apartment or townhouse that has a rented space in a shared structure.

Both scenarios have benefits and drawbacks. Owning a home may seem ideal, unless you are tired of being responsible when things inevitably break, are concerned about intruders, and wish you did not have to shovel your driveway on those cold winter mornings. In the same way, real-estate agents may crave the consistency of collecting monthly rent checks rather than always chasing the next big sale.

Getting back to technology, the benefits of multi-tenancy can be summarized in three big categories:

1. LOWER COSTS

Multi-tenant architecture is more cost-effective for both the vendor and the customer.

For the reseller:  On your end, you need only to develop, maintain, and support one solution to serve all of your customers. This will be less expensive than selling and supporting multiple dedicated servers and solutions.

For the user: Consumers like the multi-tenant pricing model of paying a set monthly subscription rather than a hefty up-front investment and unexpected bills down the line. There are no hardware or maintenance costs and they do not require IT expertise on-site.

Sharing the financial burden is a benefit to all parties involved.

2. MORE FLEXIBILITY

Despite the lower costs, multi-tenant architecture actually opens up more possibilities than a dedicated solution.

For the reseller: As a vendor, having all of your users on one instance makes it easy to customize individual preferences. Your MT interface will put all users in one place so it is quick and easy to add or remove customers, select the features one individual wants, or change the number of seats for another. Experience has shown us that selling dedicated platforms can lead to growth, but the work involved will become too much to manage. The scalability of multi-tenancy is the key to sustainable growth.

For the user: Your customers will love the flexibility offered to them as well. Rather than buying a one-size-fits-all solution with some features they do not really need and missing others that they want, they can pick and choose what to include in their solution and pay accordingly.

3. LESS WORK

Cutting out busywork and saving time is a top priority in our busy industry. Multi-tenant architecture does both.

For the reseller: Selling multi-tenancy is extremely easy. On-boarding new customers is quick and simple. Once you have your software instance and first customer set-up, adding new users will be mostly automated. The process will be the same for each customer and takes little more than a few clicks of your mouse. In the same way, software updates and upgrades can be done one time for all users. Forget the days of lengthy set-ups and updates for each and every user. Leave that headache in the past.

For the user: Your multi-tenant customers will enjoy less busywork as well. They do not have to worry about any: installations, maintenance, support, upgrades, or security. You will take care of all of those things, so they are free to focus on running their business.

Ready to upgrade to a multi-tenant solution?

Our Multi-Tenant PBX gives Telecom Service Providers a powerful platform to serve the IP PBX market in the cloud as a VoIP switch. Unlimited Hosted IP PBX Multi-Tenants, Unlimited resellers, user/company self-portal, and LCR are just some of the advanced features included with desktop applications to support. The system may be used as a Class 4 or Class 5 softswitch/voipswitch with multi-tenancy architecture. Learn more about Multi-Tenant PBX here or contact us today.