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.

How to Sell… UCaaS

ucaasIn our previous blog series on 3 Steps to Telecom Success, we discussed a number of things that you can do to realize sustainable growth, increase your profit, and increase customer loyalty. One of the overriding themes was adding more cards to your deck – bundling more services into your existing offering.

Perhaps you have made the decision to add Unified Communications, mobility, or something else to your solution, but what’s next? How do we sell this new service?

Our next series is on “How to Sell…” We will cover UCaaS, Mobility, and Integration to start. If you want to learn about how to sell other services, please give us your suggestions in the comments below.

In the meantime, we’ll start with how to sell Unified Communications as a Service.

What is the main reason your customers do not purchase UCaaS? According to the research, it’s probably a lack of information about how UC will benefit their company and how to make the transition.

An Osterman Research study found that 48% of businesses do not understand how UC will benefit their business. They may understand and even want Unified Communications, but are unable to make the leap to the direct benefit to their business. Research also shows that “39% of businesses are intimidated by the migration process.” They may need a little hand-holding to get started. (Source: www.eweek.com).

In the face of these facts, your best tool will be education. If you want to sell UCaaS, you have to teach your customers about UC, thus assuaging their uncertainties and fears.

Benefits

Start by showing what UCaaS can do for your customer – what value will it bring to their business. Be careful not to confuse benefits with features. Features like presence and click-to-call and instant messaging are important and you will want to show those too, but not quite yet. Benefits are big picture values like:

  • Saves time so you can focus on selling
  • Eases stress in the office
  • Supports productivity in workers
  • Enables you to provide better customer service

These are all about how UC will improve the day-to-day lives of your customers. Put yourself in their shoes and consider what issues they face, where are they wasting time everyday, what frustrations do they express. They will identify with these benefits and instantly want to know how to attain them.

Features

Which brings us to features. You have explained what they will get from Unified Communications, now show them how they will get it. Go back through your list of benefits and add at least one feature that supports each. Those are the features that you will show your customers. Some examples are:

  • Click-to-call
  • Drag-and-drop conferences
  • Presence
  • Call transfers
  • Screen-share
  • Voicemail to email
  • Fax to email
  • Multichannel communication
  • Video calling

The list goes on and on. You will know best what types of benefits and features your customers would value.

Transition

Finally, show a clear transition roadmap to your customers from the very start. You now know that they may have fears when it comes to migrating, so bolster their confidence right from the beginning. Take care of as much of the transition from your end as you can so that they have less to worry about. If you are confident, they will become confident as well.

With all three of these areas, demos will be your best friend. Rather than trying to explain the benefits and describe the features over the phone, get them on a free demo and illustrate it. Once they get started, they won’t want to stop.

As you go through the demo, use clear, specific examples to make your points – things that they will immediately identify with and latch on to. For example, you could say “Have you ever been on the phone with a colleague and needed the quick input of someone else? How did you handle it? Did you have to hang up and then come back to the call later? Shoot an email and wait for the response? What if it was as easy as grabbing that third person with your mouse and dragging them in to the call?” as you are doing just that in a demo. If they have ever faced that problem, they will be sold.

One more selling technique to consider: UC makes it so even the smallest businesses can act like enterprises. This is a huge selling point if they fully grasp it. Show your smaller customers that they will have the same capabilities and tools as large enterprises, leveling the playing field for the first time.

If you are interested in learning more about UC and/or selling, we have a few more blog posts that may be of interest to you.

As always, feel free to reach out to us if you want to chat with an experienced account manager.

Stay tuned for next week: How to Sell… Mobility

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One More Card for Your Hand

telecomIf the telecommunications industry is a game of cards and your offering is made up of the playing cards clutched in your hands, would you want one more card?

In games of strategy – and we all know business is the ultimate game of strategy – power is earned by having more cards (or chips, or pieces) to leverage yourself above the competition.

Telecom add-ons like Unified Communications as a Service (UCaaS), seamless integration, mobile apps, billing software, and more will give your business leverage to sell more often, sell at a higher value, and keep customers happier for longer.

The more services you have, the easier it will be to make the next sale. Imagine being able to say “yes” to all prospect queries. Or satisfy customer requests on the spot. You will quickly become the most popular business on the block.

Our partners sell not only products, but bundles and complete solutions that are worth more both up-front and on a month-to-month basis.

Want another card or two for your hand? Contact us today to discuss your business model and how we can help you strategize to beat the competition.

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What Do We Mean by UCaaS?

ucaasIt is easy to pick up buzzwords and start throwing them around without fully understanding the implications. Words like Integration, The Cloud, and Collaboration appear in marketing materials for most telecoms today, but often without full understanding or definitions.

Unified Communications as a Service (UCaaS) is another one. So what exactly do we mean by UCaaS?

I think CommsTrader defines it best:

UCaaS, or Unified Communications as a Service is a solution in which all of the collaboration and communication tools that an employee must use can be accessed through a third-party, provided by an integrated cloud platform.”

UCaaS is, at its heart, a singular platform that simplifies and enhances communication through a plethora of tools. It’s almost an oxymoron: nearly innumerable features and capabilities in one single product.

So what are some of those features? Basically anything that makes communicating easier and better. To name a few:

  • Voice
  • Instant messaging
  • Presence
  • Conferencing
  • Video calling
  • Collaboration
  • File sharing
  • Desktop sharing
  • Integration
  • Mobility

It is easy to see how these tools would bolster efficiency and productivity in the workplace. UCaaS will go over well with the accounting department as well since it gives you so much bang for your back. Perhaps best of all, Unified Communications as a Service is flexible and scalable, easily molded to fit the existing business structure.

Interested in learning more? Contact us today or watch for yourself all that gloCOM, our UC app, can do:

Learn more about gloCOM here.
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Keeping up with Trends: The Desk Phone

do you still need a desk phoneHow can we stay ahead of the advancing technology curve? This is a pressing question for many telecom professionals, particularly in the wake of a few major industry players closing up shop this year. One way to stay ahead is by keeping a pulse on current technology trends, for example, the future of the desk phone.

Will the desk phone continue to persist as it has for well over a decade? Or should we be preparing for its imminent death?

Join us as we take a look at how and why the desk phone has survived so long and what may be next for the phone sitting in your office. Here’s a hint: Frost & Sullivan project that IP desk phone sales will continue to increase for the forseeable future, but that more than half of those telephones will be deployed in the cloud by 2021.

desk phoneOur whitepaper and video presentation Do You Still Need a Desk Phone? takes you through the latest alternatives and complements to the desk phone, including mobile phones, softphones, smartphone docking stations, and Unified Communications.

Learn more and download your free copy today: www.bicomsystems.com/do-you-still-need-a-desk-phone