PBXware Contact Center Solution

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

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.

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.

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.

SMS

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

OVERVIEW

Contact Center – PBXware

Agent Edition – gloCOM

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

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.

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.

Are you running an existing and established Contact Center with many different campaigns, or looking to start one inside your organization?

Call Center Edition of PBXware is designed to simplify and enhance call management at the busy call centers and contact centers of any size. Contact Center PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability.

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.

Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring. Upgrade to PBXware Contact Center, and provide your customers with a consistent and quality experience.

Agent & Supervisor Application

Tie together all of your Contact Center PBX communications in a simple interface via gloCOM Agent and Supervisor editions. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.

Dialer

Contact Center Edition has a licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call. Furthermore, this information is customizable through the Administrator login.

Dialer is managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialing the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.

Unlimited Queues (ACD)

Automatic Call Distribution system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call center and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more.

Monitor Pages

A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections Calls, Agents, and Contacts. These three sections are then divided into several subsections for a better organization which makes it completely user-friendly.

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