Tag Archives: call center

Why to Sell CCaaS Part 2: It Will Grow Your Business

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contact center as a serviceLast week we introduced you to the idea of CCaaS and talked about a few reasons the market needs YOU to start selling it. Today we will shift our focus to the direct benefits to your business if you starting selling CCaaS.

In case you missed the last post and introduction (read it here), Contact Center as a Service is an add-on that improves the customer experience for nearly any kind of business. No longer just for contact centers, CCaaS is a simple, cloud-based, feature-rich service that most modern businesses now require. Selling it will increase your revenue and help you build your brand.

You will earn more from contact center customers

The retail price-per-seat for contact centers is nearly double that of a hosted seat. And your customers are willing to pay for it.

Many service providers incorrectly assume that their customers want VoIP for as cheap as possible. This notion is detrimental to both your business and that of your customer. Never forget that your customers and prospects are running businesses and are aware of their need for modern features and tools to achieve continued success.

VoIP is not a commodity. It is an indispensable business tool that has evolved to include new technologies like CCaaS. Your customers are probably just waiting for you to starting offering it.

CCaaS will increase your stickiness

CCaaS reduces customer churn in two ways.

First, as mentioned above, your customers probably already want these features. They may already be looking for them elsewhere. Start meeting that need before someone else does.

Second, anything that stimulates customer interaction and commitment is good for stickiness. CCaaS is one more piece to connect your business and that of your customer. The relationship will deepen and they will be more likely to stick around long-term

CCaaS will help you build your brand

Add-ons like CCaaS transform your individual products into bundles and packages that strengthen customer commitment, increase your product value, and help you continuously add emerging technologies and trends.

Nowadays we are all short on time, so one-stop-shops are very appealing. Your customers will appreciate a company that meets all of their needs with just one monthly bill.

Finally, CCaaS could be your first step into many new markets and niches. Starting with Cloud technology and expanding to UCaaS and other services, the opportunity to expand your business is yours for the taking.

Would you like to start selling CCaaS? Bicom Systems is partnering with ThinQ to create an ideal CCaaS solution.

Cloud-based, built for VoIP, award-winning Toll-Free Least Cost Routing… We are so excited about this partnership that we decided to host a webinar together to tell you all about it.

Bicom Systems + THINQ
A CCaaS Product That Will Fly Off Your Shelves
Tuesday August 28th at 1:00 PM EST
Register now

 

Learn more about CCaaS and the Bicom + ThinQ solution at www.bicomsystems.com/ccaas.

Why to Sell CCaaS Part 1: The Market Needs You

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ccaasAdding CCaaS to your telco product line will enable you to meet a pressing demand in today’s market. The communications industry as a whole is moving toward cloud computing and your customers probably need these features and tools. Not to mention the competition is still low.

But before we get ahead of ourselves, what exactly is CCaaS?

Contact Center as a Service (CCaaS) is a simplified, cloud-based, feature-rich service that improves customer experience with no hassle.

Despite its name, CCaaS is no longer just for contact centers. CCaaS improves customer service, a key aspect of nearly all businesses.

80% of the market cannot access traditional contact center solutions

80% of the market is comprised of SMBs, a population that has historically been unable to access premise-based Contact Center offerings. As a result they have been missing out on the advantages of Contact Center software such as call monitoring, call analytics, and other daily business operations.

This all changes with cloud-based Contact Center as a Service. Feature-rich, easy-to-use, and affordable, CCaaS products level the playing field for small and medium businesses.

Your customers are realizing they need contact center features

Selling CCaaS will not only bring you new customers, but also more business from your existing customers. Whether they realize it or not, most of your customers or prospects do have some form of contact center need.

For example, a small business with inbound order taking. CCaaS can automate the order process. Or any company with customer service. CCaaS improves customer interactions and opens up more options for communication.

The whole comms industry is moving toward the Cloud

The overall trend is toward the cloud and we recommend jumping aboard before the ship sails. The global Cloud PBX market, for example, is expected to double in value by 2023, growing at a CAGR of 14.9%.

The cloud brings sought-after features and flexibility that the market has come to expect. Cloud-based CCaaS follows suit with features, scalability, and ease-of-use.

The competition is still low

According to the Gartner Magic Quadrant for CCaaS in North America, there are only ten CCaaS solutions on the North American market today.

In such a rapidly growing industry this space will surely fill up quickly. Seize the opportunity while the competition is still so low.

Stay tuned for Why to Sell CCaaS Part 2: It Will Grow Your Business

Are you interested in adding CCaaS to your offering? We have good news! Bicom Systems is partnering with ThinQ to bring you the ideal CCaaS solution.

Cloud-based, built for VoIP, award-winning Toll-Free Least Cost Routing… We are so excited about this partnership that we decided to host a webinar together to tell you all about it.

Bicom Systems + THINQ
A CCaaS Product That Will Fly Off Your Shelves
Tuesday August 28th at 1:00 PM EST
Register now

 

Learn more about CCaaS and the Bicom + ThinQ solution at www.bicomsystems.com/ccaas.

Amazon Connect Review

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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

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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

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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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