PBXware
Contact Center Solution

Our solution is specifically designed to elevate the customer experience, providing a range of
tools and features to streamline workflows, enhance communication, and drive productivity.

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EMBRACE A MODERN SOLUTION

Take The Next Step With Omnichannel Support

Extend your reach! Open up new avenues of communication.
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Voice

Receive and make calls using IN/B/OUT, inbound, blended or outbound mode. Make operations easier with a callback feature. Utilize existing CRMs to further enhance customer profiles and queue assignment within the voice channel.

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SMS

Boost engagement and improve communications with SMS messaging services where agents receive a clear overview of their assigned customer messages.

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Email

Receive a full overview of your assigned emails as well as access to the full conversation history with the specific customer to improve the customer’s journey. Currently unassigned emails are also shown and can be assigned to an agent at any time.

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Live Chat

Provide direct and instant interaction to customers through the Live Chat module, offering them a direct route to available agents for more interactive query resolution through the web. Agents receive a clear overview of all of their assigned chats and can seamlessly swap between them if necessary.

Social Channels
Facebook Messenger

Enhance your customer engagement with our seamless Facebook integration! Effortlessly manage interactions, and respond to messages all from one place.  By integrating Facebook, you can reach a wider audience, streamline communication, and build stronger relationships with your customers. Stay connected and responsive to ensure a smooth and engaging customer experience.

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WhatsApp

Boost your customer communication with our seamless WhatsApp integration. Easily manage conversations and respond to inquiries directly through our app. Our WhatsApp templates ensure compliance with WhatsApp’s policies even outside the 24-hour messaging window. Enhance your agents’ responses and maintain effective communication effortlessly with our structured message formats.

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Conversation History Across Channels
  • Gain a comprehensive overview of all interactions – all in one place. By linking conversations from various channels to specific contacts, this feature centralizes your communication history.
  • Enhance your customer relationship management with a complete record of engagements, ensuring you have all the information you need to provide personalized and effective support.
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Contact Center Brochure
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Contact Center Datasheet
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Contact Center Release Notes
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Request a demo

REAL-TIME INSIGHTS

Keeping Track Of All Communication Channels

Your clients can enjoy a clean overview of queues across all channels with an omnichannel-capable panel that offers real-time insights into both agent and queue performance and enables:
  • Tracking the journey of each customer per channel to allow agents to improve the customer experience for returning customers.
  • Generating and delivering reports either on a per-channel or blended report basis on a set schedule to select individuals.

ALL-IN-ONE SOLUTION

Support Customers and Connect Teams

UC Capabilities are included in our Contact Center

Simplified Partnership with a Single Service Provider

Partner with a single service provider for both Contact Center and Unified Communications needs, simplifying vendor management and streamlining support processes.

Communications Across the Organization

Through gloCOM, offer seamless access and engagement between agents, supervisors and office workers across your client’s organization. Feature-rich chat, calls, virtual meetings – all included.

Offer a Cost-Effective Solution

Eliminate your client’s need for ongoing IT support by opting for our cost-effective solution, saving money through reduced maintenance overhead and remote issue resolution.

BRINGING AGENTS & SUPERVISORS TOGETHER

Team Collaboration At The Forefront

Help unify operations by giving agents & supervisors the option to operate from the same interface.
Interface

Supervisors can choose between the more comprehensive Agent interface, or the more detailed, traditional Supervisor interface option, each providing them with the possibility to monitor agents and queues.

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Expertly-Designed

Designed with agents and supervisors in mind, the contact center UI is intuitive and comprehensive with no needless bloat attached.

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GET STARTED

Grow your business with our Omnichannel Contact Center.

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Make Campaigns More Efficient

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Real-time Overview

Overview and manage campaign status in real-time with Contact Center’s monitor pages.

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Dialer Feature

Enhance campaigns with simultaneous dialing and quicker connections.

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Intuitive Display

Enjoy an intuitive, user-friendly, and organized display for streamlined Campaign management.

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Lead Handling

Empower agents by dropping unresponsive leads, improving campaign speed and lead handling time.

We offer four strategies of outbound dialer types to meet users' needs

Power strategy | Progressive strategy | Preview strategy | Voice Messaging strategy

Sevda Fasto

Product Owner of Contact Center

We always prioritize customer needs over simply following trends. Our mission is to put customers in the center while continuously moving one step forward in providing a more comprehensive solution. We want to empower agents and supervisors to deepen their engagement with customers by solving their problems before they’re even aware of them. We’re here to be with you throughout your entire journey and help you overcome all of your challenges.

FAST AND EASY SERVICE

Your clients don’t want their customers waiting

Efficient Routing Strategies

Employ complex routing and query distribution strategies and connect your customers to the most adequate agents.

  • Auto-assignment strategy: maximize customer comfort and ensure equitable workload distribution among agents by using agent availability, agent capacity per channel, total agent workload, total unserved time, returning customer…
  • Chatbot feature: further optimize customer query routing by reducing transfer times and improving overall service quality
Optimize Resources

Utilize a variety of our features specifically aimed at resource management optimization in order to provide outstanding customer experience.

  • Licenses page: enable more efficient agent license reassignment and release
  • First Response and Chatbot timeout features: automate customer ticket transfers and chatbot session drops
  • Designate your operating hours: let customers know when a live agent will be available
Deliver Immediate Responses With Live Chat

Provide your customers with immediate assistance over your website with our Live Chat app. Set the widget up and get it online within minutes with an effortless setup procedure.

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GET STARTED

Establish or enhance your Contact Center with Bicom Systems.

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Why Choose Our Contact Center?

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Seamless Setup

Contact Center’s Voice channel integrates with most popular CRMs to improve caller experience, reduce activity time, and to enable easier adjustment to existing systems without the need to uproot them entirely.

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Enhanced Security Options

Take advantage of robust security options that help monitor LiveChat channel for potential abusive behavior or attacks, and assist Supervisors and Agents to stop them in their tracks with added notification option via Alert Emails.

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Advanced Settings

Improve the overall experience with features like: Priority Routing, FIFO, Queue Callback, Conversations Monitoring, Queues Management, Channels Configuration, and more…

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Expanded Headphone Functionality

Enjoy expanded functionality with support for over 100 popular headphone brands.

A QUICK GUIDE

Contact Center Overview

Contact Center - PBXware

Omnichannel Options

Contact Center, in its PBXware form, employs a more customer and employee satisfaction oriented focus.

Reduce team and customer stress with access to multiple communication channels, an intuitive UI, modern queue routing strategies and various other features found within the Agent & Supervisor apps aimed at optimizing the customer handling process.

Comprehensive Reporting

Generate detailed reports with blended reporting across all communication channels

Supervisor Edition - gloCOM

Efficiently manage your contact center

Track important statistics and effortlessly manage each agent’s workload through intuitive Dashboards and Conversation tab layouts. Offering an extensive level of information over a cleanly-designed UI, this edition provides real-time agent monitoring and expanded stats for the entire contact center.

Real-time Analytics & Monitoring

Utilize real-time analytics and wallboards to help identify team pain points and find ways to eliminate them to improve overall agent performance and reduce stress. Increase productivity and collaboration with tools for real-time monitoring, ensuring you stay ahead in the dynamic landscape of customer interactions.

Agent Edition - gloCOM

Empower Your Agents

Improve your agents’ workflow with a UI designed specifically for them.Agent Edition offers agents a comprehensive overview on progress of their daily workload, tools to moderate their availability, and ways to manage conversations seamlessly through organized calls and messaging queues.

Enhanced Tracking

Enhance agent tracking through features like Agent Status and Presence. Comprehensive Overview Benefit from neatly presented stats on gloCOM’s Agent UI for a compact overview of daily activities. Agents can track their own work across key metrics, and streamline team’s workflow through Dashboard and Conversations Overview within their permissions.

GET STARTED

Gain Access To The Full Power Of Bicom Systems Contact Center Solution

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