Call Solution of Telecious Enterprise Connect Supported by Bicomsystems www.telecious.com

1. PBXware Call Center Edition Presentation

2. Introduction
The Call Center Edition offers a set of features needed for an organization to effectively
start and manage inbound or outbound call campaigns.
Features include unlimited ACD Queues, unlimited call agents,
comprehensive reporting, real time queue statistics,
real time queue monitoring, soft phone,
optional predictive inbound and out bound dialing,
skills based routing, and many more.

3. ACD Queues
ACD Queues
• Unlimited Agents and Queues
• Ringing Strategy
• Call Recording
• Predictive Dialer
• Queue Call Back

4. Real Time Agent Monitoring
Real Time Agent Monitoring
• Listening to calls
• Whispering
• Barging into calls

5. Call Recording
Call Recording
• System
• Agent
• Queue
• Instant

6. Call Centre Communicator
Call Centre Communicator
• VoIP Soft Phone
• Instant Messaging Client
• Operator Panel
• Conference Administration
• Call Center Communicator
• Fax Send/Receive
• MS Windows Desktop Application

7. agentCOM
agentCOM
• Full Screen View
• Supervisor Assistance
• Not Ready Button & Status
• Call & IVR Transfer
• Queue Member Status
• CRM System Integration

8. Dialer
Dialer
Dialer is powerful application (module)
integrated in Bicom Systems PBXware Call
Center edition which main function is to dial
numbers submitted by administrator trough
web interface.
•Easy Campaign NumberManagement
• Multiple Dialer Mode
• Dialing Retries
• Campaign Disposition
• Campaign Agents
• General Features
• Powerful Statistics Data
•Answering/Fax Machine Options

9. Enhanced Call Statistics
Call Center Statistics
• Queues/Agents statistics and real time
status
• Inbound/Outbound Graphs
• CSV and PDF Data Export
• Windows, Mac and Linux Desktop
Applications
AQMON ACMON

10. Call Center Statistics
Call Center Statistics allows
detailed call report….

11. Call Center Statistics
• Barging
• Queues/Agents statistics and real time status
• Inbound/Outbound Graphs
• CSV and PDF Data Export
• Windows, Mac and Linux Desktop Applications

12. Call Center Statistics

13. Call Center Statistics

14. Call Center Statistics
Entry Position Statistics

15. Call Center Statistics
Interrupt Messages Statistics

16. Call Center Statistics
Unanswered Calls Statistics

17. www.11890.ie

18. Overview
• The Coolest DIRECTORY INQUIRY SERVICE in Ireland
• 40,000 Calls per Day
• 9 million Calls per Year
• HIGH PRESSURE ENVIRONMENT
• RENEWAL of their TRADITIONAL PHONE SYSTEM

19. Challenge
1. Improve EFFICIENCY
2. Improve RELIABILITY
3. Improve ERGONOMICS
4. To LIBERATE

20. Solution
• PBXware CALL CENTER Edition
• OPEN STANDARDS Hardware - Redundant Sever
• Inbuilt Statistics
• CRM Lookup
• AGENTCOM :
Single Desktop Screen for Agent

21. Results
SYSTEM NOT CRASHED
35% Gain in Productivity
Huge Reduction in Costs
Agents have much happier WORK PLACE
Supervisors CONTROL System and Agents
LIBERATION from Traditional Vendors

22. Our Customers