UCaaS & CCaaS
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As you go into various competitive situations, a certain number of features need to be there, and our platform certainly has thousands of features. These features have always helped our service providers to come to a position with end-users to serve them. Many times, we received feedback saying that the set of features we have always covered the end-user needs, so that was certainly something we always took care of. Over time, we realized that the set of UC features, and UCaaS itself, needs to have certain other elements to it that are important. These are scalability, security, and flexibility. As a service provider, you want to make sure that all of these apply to your offerings.

We're not there because we have a product, an offer. We're not even there because we have a solution. We're there to understand the way that service provider's business functions so that what we produce in the end is what would allow their business to work efficiently. Each one is different, and it's when you show that you truly wish to understand them and everything that matters to them that we're able to advance and take them further.

We do get continuous feedback from the partners, and what they appreciate is the flexibility to tailor this solution, to tailor our applications towards any kind of business size, different industries, and verticals. They appreciate the white-labeling ability; I think that's a big plus. But what they stress the most, why they stay with us for all these 20 years and everything, and what they like about our whole platform, not just our applications, is the continuous support and frequent updates, because that's how we stay competitive.

Well, over the past 20 years, Bicom Systems PBXware has transformed from a pioneering solution into a mature and comprehensive platform. The key to our success has been good cooperation with our partners. We have been listening to their needs throughout the years, and I believe we've accomplished a lot. I truly believe that working together with our partners, we will achieve even more in the next 20 years. As for next year, we are aware of the importance of artificial intelligence and features that use AI, and that will be our focus for the next year. We will probably start with core recording and, after that, focus more on voice recognition and related features like meeting summaries, but it will heavily depend on the feedback we get from our partners, as always.

We have customers from different kinds of industries, and they serve clients from different regions and even different countries. So, they have these multiple location setups, constantly replicating from one location to another and even from one country to another. It's important that you’re able to replicate these services but also take over these services in case of any disaster or something like that. And of course, if you have such a global setup, it's important to be able to manage and monitor just who can access those systems, but also to decide whose phone will be able to register and whose won’t. With sipPROT and SERVERware, you get that.

All our Omnichannel Contact Center features are resolving some of the key business challenges-from operational inefficiency to customer dissatisfaction. But still, I can name a few additional pain points that these features manage to resolve successfully. That would be a disjointed customer experience across multiple channels, also overloaded agents and unbalanced workload, longer wait times, inefficient feedback management, inefficient routing strategy, and agent utilization, limited personalization, also sometimes, they have challenges with having access to the real-time data statistics and valuable insights, or basically having the ability to monitor agents and improve their performance.

The primary role of the Partner Success team at Bicom Systems is making sure our partners have the best possible experience while using our products and services. We are trying to make sure we have a personalized and strong relationship with everyone. If talking about our main responsibilities, I’d say those are: onboarding new partners, so we make sure they are aware of all our products and know how to use all our services and benefit from them. Also, their growth – we are identifying growth opportunities and sharing those with partners. I would say, definitely, we are the voice of our partners. When they share feedback, we share it back to our tech teams and vice versa.

I mean, it's impressive that the company has gotten this far, and I haven't been with the company very long, but to be honest, even in the last couple of years, I've noticed a huge change in such a positive way, and especially hearing from partners directly. They feel really positively about what's happened so far and the direction that the company is going. So I guess all I can say is that I hope to be here in the future and to look back and say that I'm happy that I was part of that, and feel really proud, I guess, to be a part of that.