I 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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