The field of business communication is seeing rapid advances and innovations. This pace threatens to leave a lot of people in the dust, but Bicom Systems is here to help pick everyone up and return their stride to them.
7.6 is the first, but most significant step toward pushing past old habits and stepping forth into a new and streamlined, AI-powered world.
Designed with the goal to make workflows more efficient and customizable, this release introduces a suite of AI features like OpenAI-powered voice transcription and voice greeting generation, as well as accompanying updates to existing capabilities, laying the groundwork for future AI feature integration.
It also sees the official launch of the gloCOM for Teams integration, helping businesses that want to bring the functionalities of PBXware over to Teams without complex setup or additional costs.
Additionally, we fully utilize our position as a WhatsApp Tech Provider with this release by empowering you with a more streamlined way of connecting your WhatsApp Business Accounts directly to PBXware.
All that and more is found within 7.6. Let’s take a look at some of its most impactful updates.
Building The Foundation Of AI Integration
Arguably the most influential set of changes coming with 7.6 arrive with our AI integrations and supporting features that make the work done by AI more informed and accurate.
AI Voice Greeting Generation (TTS)
With AI-powered text-to-speech, quickly generate more approachable, human-like greetings with customizable voice and intonation for your IVRs, Voicemails, Ring Groups and more, all in consistent quality.
This is made possible with Bicom Systems’ introduction of the OpenAI TTS API into PBXware, eliminating the need for reliance on older TTS tools that sounded robotic or the need to manually record greetings of varying quality that took much longer to input.
OpenAI for Voicemail Transcription
The benefits of AI go beyond just generating voice greetings. They have an even greater impact in Voicemail Transcription.
Quickly receive accurate and reliable voicemail transcriptions, enabling more efficient workflows, message organization, and a scalable method of handling large volumes of incoming voicemail, all possible by utilizing OpenAI as a transcription service provider.
Stereo Call Recordings (BETA)
Enhance transcription quality and clarity with our new beta feature, Stereo Call Recordings, allowing each side of the call to be recorded as a separate audio channel.
This setup doesn’t just improve speech analytics, it also simplifies integration of the recordings into CRM tools and other analytics systems.
Additionally, it makes it easier for AI services to process the recording for more accurate transcriptions, ensuring that future integrations maintain the same level of quality as our existing features.
The Addition Of Audio Chunking
Improve transcription accuracy of longer calls and recordings with audio chunking, a tool that will automatically detect set call limits and separate calls exceeding them into several separate chunks, easing the load on the transcription service provider.
This is yet another feature that was introduced to improve general transcription quality, but also a technology that will help maintain the quality of AI transcriptions going forward.
gloCOM For Teams’ Official Launch
While AI continues to be in the spotlight, we can’t forget about our own Inhouse solutions.
Following its beta release in 7.5, the gloCOM for Teams integration is now officially available in v7.6.
Now, you can access advanced VoIP and PBXware features in Microsoft Teams without complex setup or any additional costs, on both desktop and mobile (iOS & Android) platforms.
Enhancing Our WhatsApp Integration Offering With Meta’s Cloud API
Connecting WhatsApp Business Accounts directly to PBXware is now possible through a simplified setup process.
Thanks to our status as an official WhatsApp Tech Provider, we offer almost any form of WhatsApp integration. With 7.6 this offering has been enhanced with full support for WhatsApp integration directly using Meta’s Cloud API.
Administrators take advantage of this with greater control over the integration process and no longer have to deal with third-party intermediaries.
Single Sign-On: Integrating Generic OpenID Connect (OIDC) Providers With PBXware
Up until now, Google and Microsoft have been Bicom’s identity providers of choice.
With 7.6, you are no longer limited to just those two.
Admins can now configure and enable additional, custom means of identity authentication thanks to the addition of generic OIDC providers to our offering.
Customizing Call Forwarding Rules Based On App Presence
Create more presence-aware call forwarding that’s adaptive to specific business workflows by setting up to 10 custom call forwarding destinations per presence for default (Busy, Away & Do Not Disturb) and custom presence statuses, for both local and external calls, ensuring each call always reaches the most capable person at any given time.
Enjoy enhanced flexibility with the newly added Prioritize Call Forwarding Based On App Presence option, allowing you to seamlessly switch between standard and presence-based call forwarding and giving you full control over call routing.
Adding SMS Footers To Text Messaging
Utilize consistent SMS footers for every SMS or MMS message across all gloCOM-supported platforms, allowing for an enhanced level of professionalism for all outbound messaging campaigns.
This update also ensures that companies stay compliant with 10DLC regulations, reducing risk of carrier blocks and improving message deliverability.
Self-Service Access To Call Recordings for Agents And Queue/ERG Members
Empower Agents and Queue/ERG members with the ability to view and listen to the recordings they personally handled, directly from Online Self-Care, to facilitate better self-improvement and improve overall call quality.
This feature is fully configurable on a Queue/ERG level, giving admins full control over feature access.
And More…
These are only some of the more standout changes that have been introduced with the release of 7.6. Here are a few more notable inclusions:
- VT Headset Integration into the existing gloCOM Desktop lineup of supported headset integration
- Opt-Out/In and Help Keyword support extended from just bulk messaging to conversational SMS messaging as well.
- New statistics page (Dialer reports and Direct out calls report migration). Transferred Dialer reports and Direct out calls report to a new Statistics page with enhanced performance due to Clickhouse usage, adjusted metrics that follow industry standards, and unified data across all channels.
As always, plenty of other bug fixes, quality of life changes and feature updates have also been implemented to ensure smoother workflows and less tedium during app interaction.
These changes should further enhance your experience with the Bicom product suite as a whole, as well as make your work easier going forward. We look forward to seeing your feedback on these new additions and hope that the changes in v7.6 have increased your overall enjoyment of our products. If you have any extra questions, feel free to Contact Us.