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‘…as a Service’ Part 4: CCaaS

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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

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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.

What is a ‘Real’ Multi-Tenant Solution

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My Post (2)In today’s market, a real Multi-Tenant solution is capable of handling multiple customers (tenants) on a single server. A multi-tenant solution will be most competitive if it is a hosted model. This is because the actual software your customer will be using is not the ‘tenant’, but their server is.

A Multi-Tenant solution shares the same resources with all of its tenants. For both resellers and customers, there are many benefits when implementing a multi-tenant function. To learn the benefits of a multi-tenant solution, read our previous blog post on ‘The Benefits of Multi-Tenancy for Resellers & Users’.

Aside from being available in the cloud, we compiled a list of things that your Multi Tenant should have to be a ‘real’ or ‘true’ Multi-Tenant Solution.

Price
The software development and maintenance costs are shared with a Multi-Tenant solution. By sharing the same single server for multiple customers, you are using fewer resources. The reseller is significantly cutting costs and these savings can decrease customers operating costs.

Scalability
When upgrades and new versions are released, it is easier to manage these updates with customers on a hosted Multi-Tenant solution. The reseller has the ability to release the updates more easily through the cloud, instead of installing new hardware. This saves time and money for both the reseller and the customer because time is not wasted traveling to the customer, installing the physical hardware or having to stop operations during the update. The reseller only has to release the update once and all tenants will receive it.

Diversity
Hosted Multi-Tenant solutions allow resellers to expand their target market. Everything can be managed online and they no longer have to visit their many customers to set up the servers. Hosted Multi-tenant solutions are more affordable than a single-tenant solution and this attracts different customers with different budgets. Multi-Tenant also allows you to have a variety of different size customers.

Some PBX and Unified Communications Features

  • CRM Application Integration
  • Screen Sharing
  • Call Rating
  • Hot Desking
  • Customization
  • Compatible with most IP Phones
  • Call Recording

Most companies offer hosted and on-premise solutions for their PBX products. Both options have their pros and cons and it ultimately comes down to the needs of the company. Hosted solutions have several more advantages and features than on-premise. To learn more about the features of Hosted Telephony, read this previous blog post.

As a reseller, do not let service providers trick you. If your Multi-Tenant solution does not offer competitive pricing, ease of scalability, ability to reach a diverse market or the features mentioned in this post you do not have today’s latest Multi-Tenant solution.

Bicom Systems PBXware Multi-Tenant edition is our most popular product! Our Multi-Tenant edition enables you to increase efficiency in the workplace and transform the way you conduct business in the same way the Business and Call Center Editions do. To learn more about Bicom Systems Multi-Tenant solution have a peek at our product overview brochure or email us at sales@bicomsystems.com.

Did you know about our Cyber Monday Sale?
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Cyber Monday Sale!

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Lines. Crowds. Rushing. Waiting. The occasional fight. Welcome to the joys of Black Friday. All things that can be avoided with Cyber Monday!

The official definition (as per the Dictionary) of Cyber Monday is:
Cy·ber Mon·day
noun
1. the Monday following Thanksgiving, promoted by online retailers as a day for exceptional bargains.

And that is exactly what we are doing. Giving you an exceptional bargain! This year for Cyber Monday, Bicom Systems is offering a ‘Buy One Get One FREE’  sale for our PBXware extension subscriptions.

This offer is good for up to 500 extensions. So if you buy 50 extensions we will give you 50. If you buy 100, we will give you 100. If you buy 500 we will give you 500!

If you were still thinking of getting our PBXware, now would be a perfect time. This deal is valid for not only new but existing customers too. Want to learn more about this sale? Click here.

The best part is, you do not have to wait until Monday. We launched our sale early just for you! From now until November 26 at 11:59 pm EST you can take part in this huge sale.

So, what are you waiting for? Email us now at sales@bicomsystems.com with the subject line ‘Cyber Monday’ to place your order!

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Top Features You Should Look for in Hosted Telephony

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Top Features You Should Look for in Hosted Telephony

Hosted Telephony, also known as Cloud telephony or hosted VoIP, is where the provider hosts and manages the business phone system in a private data center. It gives the re-seller access to lower costs, free IP calling, and features like voicemail to email, on-hold music, call parking etc.

A private branch exchange (PBX) is a private telephone network within a company or organization. Hosted Telephony is run on a PBX and can be used over a Public Switched Telephone Network (PSTN), over the Internet (Hosted IP PBX via Internet Telephony also known as VOIP), or both.

There are many benefits to having hosted customers rather than on-premise ones. When a company chooses the hosted deployment, they are relieved of the burden of purchasing and maintaining the hardware.

The future is in Hosted – let’s explore the Top Features You Should Look for in Hosted Telephony:

Women using a smartphone in the display and technology advances in stores. Take your screen to put on advertising.

Time
By switching to Hosted Telephony, you and your customers are ultimately saving a great deal of time.

How Do You Ask?
With Hosted Telephony, desktop and mobile communication apps make it possible to work from anywhere with internet. Your customers will love that when they aren’t in the office they won’t be unavailable or miss calls. But – unified communications mean so much more than just staying in contact.

You are also going to save time with installation. Installation can be done remotely in a matter of days or even hours. There is no hardware to install or set up and no physical problems that could arise. It all can be installed by clicks of your keyboard and mouse.

Customization
You can customize! Some companies who offer hosted telephony offer customization. The customization makes it easier for your customers to add/remove features at any point. Maybe they want to start out with the basics and get their feet wet. Then after experiencing rapid growth, they are ready to go all in. This feature is also possible with the click of a few buttons.

By offering customization, you can meet more customer requirements with less hassle and customers get what they want, when they want it, how they want it. This moves us into our next topic.

Expanding Your Target Market
By offering different features and customization packages you can reach an array of different types of customers. If you have hosted, you can gain different customers who have different budgets. It allows them to pick the features they want without taking a hit to their wallets. It is a win for them and you.

Month-to-Month Hosted Partnerships
Unified Communications as a Service (UCaaS) is the key to your company’s profit, growth, and sustainability. Vendors who sell on-premise software sell to their customers one time. Although it is a big one-time check, they are back to square one looking for more customers. If you offer hosted to your customers, you will still receive ‘one-time’ checks and they will be smaller, BUT they will come every month! This long-term commitment from customers will result in continuance profit for your business.

Not to mention the relationship you will build from a month to month hosted partnership. Your company will help its customers grow by supporting and working with them and you will grow with them offering upgrades, add-ons, etc. If you give your customer all the pieces they need to be successful, like staying innovative, offering updates and being supportive they will stick with you for the long haul. Your customer’s commitment to your company will guarantee financial security for your bottom line.

Ultimately, Hosted Telephony is just more convenient. By switching to Hosted, it removes the burden of IT maintenance and extra support from your customer. You don’t have to purchase any servers, it frees up physical space and gives you and your customers a piece of mind that in an emergency they are protected.

Bicom Systems product PBXware is an example of a product that has all these features and more. PBXware was the world’s first and is the most mature Open Standards Turnkey Telephony Platform. If you want to learn more about Hosted Telephony, download our book on ‘7 Reasons You and Your Customers Should Switch to Hosted’.

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If you want to learn more about Bicom Systems, visit our website or email us at: sales@bicomsystems.com.