customer retention

3 Steps to Telecom Success: Part 3 Customer Loyalty

Written by Laura Espinosa on . Posted in Phone Company, Steps to Telecom Success

customer loyalty

In this series, we have been going through three indispensable goals to telecom success:

  1. Sustainable growth

  2. Increased profit

  3. Loyal customers

First we talked about scalable platforms and how to future-proof your business; then we looked at how added-value solutions are the key to increasing profit. Today we’ll cover the final goal to telecom success: earning customer loyalty.

The drawbacks of the dreaded “customer churn” are clear: loss of revenue, lost opportunities for growth, a damaged reputation, the task of re-marketing, etc. So how can we avoid these things and increase customer retention? There are a few ways.

The first step is to provide a complete solution. If you provide just one piece of your customer’s end solution, they are not wholly committed to you. They will be relying on other providers for the other pieces and could be wooed away by any of those without greatly interrupting their service.

Contrarily, if you provide all the pieces they need, your customer will commit fully to your company and solution. There will be no compatibility issues and no other providers with sales pitches or lucrative offers. Best of all, if they are getting everything from you, switching providers would be a radical and disruptive change that they will not want to make.

So what are the “pieces” we are talking about? Anything that goes beyond basic telephony. Starting with VoIP and going on to UCaaS, mobility, billing, security, etc. (See also: One More Card for Your Hand).

The biggest mistake that we see telecoms making with their customers is neglecting them after the initial sale. Once you have them committed to your complete solution, do not assume that they will glide along happily for years. Customers become partners when you invest time and energy into them. Excellent customer service must extend beyond the sale. And not just when they have problems or need technical support; by then it may already be too late. If you do nothing else in this series, this is vital to keeping your customers: Call them before they call you.

Check in with your customers on a regular basis. Ask how things are going, what their latest goals are, what issues they are seeing. By nurturing your customers before they have trouble, you are practically guaranteeing that they will remain loyal when the problems do come. No technology is perfect and issues are inevitable, but if you are a consistent source of support, advice, and inspiration, they will stick with you.

customer churn

There are more strategies to earning customer loyalty, but they are too numerous to cover all of them in this series. If you would like to learn more, watch our (free) video presentation on 5 Ways to Increase Customer Loyalty for ITSPs & Telcos at

Concluding this series on goals to telecom success, we would like to invite anyone that wants to pursue one or all of these goals to give us a call today. We are happy to chat with you – no strings attached – about your business goals and ideas and how to attain them today. Whether you have a thriving business or nothing more than a dream, we have something for you. Contact us at:


3 Steps to Telecom Success: Part 2 How to Increase Profit

Written by Laura Espinosa on . Posted in Phone Company, Steps to Telecom Success

telecom profits

In our previous post we identified three key goals to success for any modern telecom:

  1. Sustainable growth

  2. Increased profit

  3. Loyal customers

We covered the first one with ideas like using a scalable platform from the beginning, future-proofing your business, and building your own brand. Today we are moving on to number two: how to increase your profits.

Of course there are innumerable ways to increase profit, but many of them really come down to making more sales. We believe there is a way to increase your profit with just the sales you are already making, so that is our focus today.

The secret to earning more is in added-value solutions. We see this happening in everyday situations. Here’s an example: You walk in to McDonalds and order a burger. The sale is initiated and they will automatically make X amount of profit. The cashier asks if you want cheese on your burger and you accept, that profit just became X + cheese. Pickles? Sure. X + cheese + pickles. What about fries and a soda? That base profit very quickly shoots up without much effort on their part. Value is being added to your burger and to their profit.

You can do the same thing with telephony. If you are offering basic voice services right now, why not add Unified Communications? Or Billing? What about Security? Some telecoms don’t even have VoIP yet – that’s your first step.

If you are a VoIP provider, you already know the benefit of value-added solutions. The transition from traditional telephony to VoIP telephony increments profit easily. If you have made that step, why not make another? VoIP is a great service and it’s not going anywhere, but frankly it’s old news. Newer, complementary technologies have emerged like UCaaS (Unified Communications as a Service), Mobile Apps, Integration, etc.

Today’s successful telecoms are selling not only products, but bundles and complete solutions that are worth more both up-front and on a month-to-month basis.

Not sure where to start? Partnering with a provider that offers all of these pieces is really the best option. There are so many technologies and options available today that trying to research and obtain each one individually would take all of your time. Bicom Systems has all of the pieces starting with the telephony and provisioning platforms and expanding to all of those extras that will add value to your existing solution.

Better yet, our partners are backed by a team of technical support engineers, telecom experts, and marketing professionals. From a custom-tailored solution to meet your specific needs, to engineers that achieve functionality on your behalf, to free marketing materials for your own customers, we are invested in the success of our partners.

If you would like to speak with an Account Manager about how to add value to your current profits, please contact us today:

Stay tuned for the final post in this series: Earning customer loyalty.

sustainable growth

3 Steps to Telecom Success: Part 1 Sustainable Growth

Written by Laura Espinosa on . Posted in Phone Company, Steps to Telecom Success

telecom growth

15 years of conversations with partners and clients have taught us a thing or two about succeeding in the world of telecommunications. Three things, really.

In our experience, no telecom will succeed without pursuing these three goals:

  1. Sustainable growth

  2. Increased profit

  3. Loyal customers

These may sound mundane enough, but how many of us actually know how to increase our profit? We can talk about earning customer loyalty all day, but can we actually attain it?

In our next few posts we’ll tackle these issues one by one and offer realistic suggestions on how to actively pursue these goals.

Jumping right in: Sustainable Growth. Key word being sustainable. Short-term growth can be great and exciting, but if it doesn’t extend into the long-term, what was the point of it?

The first step to sustainable growth is a simple one: you need a platform that will support growth. There are too many providers out there that will give you a functional, cheap – maybe even great – platform, but once you start to grow it fails you. Before even thinking about growth, find a platform that supports scalability with unlimited extensions and tenants, great customer support, and an upgrade plan already in place (see also: How To Grow Your Telecom with a Multi-Tenant PBX).

Once your growth-friendly platform is in place, it is time to create a plan to future-proof your business. You are about to start growing, let’s make sure you know what to do next. Ideally your provider should have a working roadmap in place and offer customized support for your company specifically.

A large part of this future-proofing is following the trends: both current and future. Failure to jump aboard the latest trends will not only decelerate growth, it can throw you off the tracks entirely. Now is the time to adopt popular technologies like UCaaS, integration, or mobility (see also: One More Card for Your Hand). The benefits of add-ons like these are twofold: one, to start growing now; and two, to sustain that growth into the future.

It goes without saying that adding more technology to your offering will enable you to widen your customer base, expand to new markets, and make more sales. But the real value is that these add-ons will enable your solution to compete with newer, more modern options into the future. Partnering with a provider that researches and stays ahead of the trends (so that you don’t have to!) is simply invaluable.

A final way to extend growth beyond the temporary is to take matters into your own hands. Stop the monotonous routine of selling someone else’s solution day after day and year after year; start building and investing in your own brand. Yes, by all means partner with a great provider, but choose one that invests in your success as a company. By shifting the focus from earning sales for someone else to your own paycheck, you will be much more aware of – and in control of – your growth.

If these methods of generating sustainable growth sound like something you want for your own company, please reach out to us today. Our experienced account managers would love to chat and learn all about your unique situation. Contact us here:

Stay tuned for the next post in this series: How to increase profit.

telecom sales

How to Win More Telecom Sales

Written by Stephen Wingfield on . Posted in gloCOM, IP Phone, PBX System, PBXware, Phone Company, SERVERware, TELCOware, Telephone Systems, Unified Communications, VoIP

telecom sales

You step into the car dealership and look around at all of your options. Red convertibles, little sports cars, all-terrain trucks. In your mind, you’re already flying down the highway, the breeze in your hair, music pouring from the car’s speakers, when the salesperson interrupts your thoughts with his mundane descriptions of the type of rubber in the car’s tires and the new fuel injection system.

When customers buy a car, they want to know how it’s going to feel driving it, not all the little mechanical details. The same idea applies to Unified Communication sales. At Bicom Systems, we’ve learned that in order to win more customers, you must give them an experience, a feeling, not just a description of each component of a phone system.

Start by getting to know your potential customers. Understand their visions, their plans for the future. Ask them about their current expenses and problems and get them to look forward two or three years and tell you what they’d like to change. Get into the mind of the customer.

The next step is to shift the customer’s focus away from the phone system to the bigger picture. Don’t describe the features, describe how those features will change their lives. How they’ll be saving time and energy. How they’ll be making sales left and right. How the system practically runs itself. Bicom Systems products piece together to create a seamless system for customers. We tell customers that our PBXware, TELCOware, and SERVERware combination will free up their time to win more sales while the technical operations go on in the background.

Finally, don’t forget to include a number of applications. Potential customers can find “good phone systems” among your competition. But if you have a “good phone system” with additional applications to make life easier for the customer, that will set you apart from the crowd. Even the most simple application can make all the difference if it is incredibly useful. Bicom Systems offers gloCOM, our Unified Communications desktop and mobile app, as the icing on the cake. gloCOM and our other applications speed up otherwise laborious tasks and give our clients that extra push that they need to sign on.

In short, don’t get lost in the competition by just offering a phone system. Or even a good phone system. Stand out from the rest by offering a lifestyle.

More posts like this one:


Telecommuting Benefit 5: Continuity

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Company, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

telecommuting continuity

This is the final post in our series on Effective Telecommuting with gloCOM. Today we’ll discuss our fifth and final benefit of telecommuting: continuity.

Having workers in different geographic locations with a VoIP tool like gloCOM ensures constant and consistent service both within the company and in customer relations.

Different workers in different locations can deal directly with customers or supplier in their area, eliminating issues with time zones or travel. It allows companies to do business locally across the country or the world.

gloCOM also allows employees to work remotely with no warning in the case of being snowed in, staying home sick, or other emergency situations. It opens the door to employees that need a few weeks or months away from the office for whatever reason.

The best part? Customers will be none the wiser. gloCOM replicates your office anywhere in the world so work is not interrupted.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employees

telecommuting retention

telecommuting collaboration

telecommuting savings


Telecommuting Benefit 4: Savings

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Company, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers

telecommuting savings

We’ve now discussed three benefits of VoIP telecommuting: better employees, increased employee retention, and productivity. Today let’s take a look at the savings that results from telecommuting.

Supporting individual telecommuters is much more cost-effective than supporting entire offices that require more hardware, furniture, even office space.

VoIP telecommuting via gloCOM makes it even more cost-effective with less spending and lower rates. It is simple to set-up gloCOM anywhere in the world with no need for special equipment or services. This is especially beneficial in countries where the company is not physically present or familiar with service providers.

Finally, telecommuting is often temporary, allowing companies to scale up and down as the budget allows.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employeestelecommuting retentiontelecommuting collaboration telecommuting continuity

customer retention

Telecommuting Benefit 2: Employee Retention

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, Phone Company, Phone Systems, Softphone, Telecommuting, Unified Communications, VoIP Phone, VoIP Phone System

telecommuting retention

In our previous post we talked about telecommuting offering better employees. Today let’s discuss how it also means happier employees which translates to increased employee retention.

Supervisors and business owners have long known that happy employees = productive employees.

While not all individuals will appreciate the telecommuting environment, many will thrive working from home. The increased flexibility and balance between work and home leads to more satisfied employees.

That satisfaction with work will make them more likely to stay at the company longer.

VoIP tools like gloCOM allow employees to happily work from home with all of the communication and collaboration tools they would find in the office. It allows management to supervise and communicate with remote workers to guarantee maximum productivity.

To learn more or get started with gloCOM, visit our website or contact us today!

View all posts in this series:

telecommuting employeestelecommuting collaborationtelecommuting savingstelecommuting continuity


3 Reasons to Become a CLEC

Written by Laura Espinosa on . Posted in CLEC, Phone Company


Thanks to the Telecommunications Act of 1996, Internet Service Providers can become CLECs (Competitive Local Exchange Carriers) relatively easily. Becoming a CLEC has several benefits, including:

1. More Profit – By becoming a CLEC your customer base will increase, thus increasing sales and profits.

2. Access to More Services – CLECs have access to all of the same services as ILECs, leveling the playing field.

3. Discounted Rates – Similarly, CLECs can get services at a discounted wholesale rate just like ILECs

In short, becoming a CLEC opens the door for growth and gives you a competitive edge over other ISPs and the ILEC. If you are interested in becoming a CLEC, download our CLEC Product Package or contact us today!


More posts like this one:

  • The Changing World of CLECs

  • CLECs: How to Grow Your Market

on premise pbx

5 Reasons to Choose On-Premise PBX

Written by Laura Espinosa on . Posted in Hosted PBX, IP Phone, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers, VoIP Software

on-premise pbx

We discussed some of the benefits of a Cloud PBX System in a previous blog post, so today we’ll discuss the benefits of choosing an On-Premise PBX system.


Traditionally, phone systems have always been purchased and owned. If this precedent has worked well for your business, there is no reason to change now. Owning an on-premise system gives control and peace-of-mind to the company. It is one more company asset that cannot be changed or taken away.


Along the same lines as ownership, an onsite pbx system puts the control into the hands of the company. The in-house IT team can manage and customize the solution to fit current needs and even specific users. With all of the new features offered by VoIP, it only makes sense to have the control to use and change them as you wish.


While some companies will shy away from the larger up-front cost of an on-premise system, others will appreciate making a one-time investment. Unlike hosted systems, on-premise will not require monthly rent or other fees. On-Premise VoIP is less expensive than Legacy because it is software, rather than hardware, based.


If you already have a good relationship with your providers there is no reason to change now. Your provider already has experience and knowledge of your company, users, and communication patterns. An onsite PBX solution allows you to stay with the same provider rather than start from scratch with a new vendor.


Companies switching from legacy to VoIP likely already have an experienced IT team in place. An on-premise system allows them to continue their current duties and carry the company through the transition to VoIP. Entrusting the new system to the current IT team will ensure a smooth transition.

In conclusion, there are many benefits to choosing an On-Premise Based PBX system. However there is a caveat; VoIP systems are inherently more complicated than legacy systems. They come with the advantage of an interface GUI to deal with this; however, the core skills to manage the network remain critical. The provider of your legacy system may not be familiar with these skills.

There are benefits to both On-Premise and Hosted systems depending on the needs of your company. To learn more, read 5 Reasons to Deploy a On-Premise Based VoIP System from Ziff Davis.

More posts like this one:


3 Ways Hosted VoIP Helps Businesses Grow

Written by Laura Espinosa on . Posted in gloCOM, Phone Company, Softphone, Telecommuting, VoIP Phone System

voip growth

Anyone that has a hosted VoIP system will be quick to spurt its many benefits and advantages. At the top of the list is how easy it is to grow with a hosted solution.

First, a hosted VoIP system makes it easy to open new locations or offices. The ability to use the same central telephony system in any number of new branches means cost savings and peace-of-mind. Opening new offices becomes inexpensive and easy with hosted VoIP.

Second, work can be outsourced or delegated to work-at-home employees. A hosted VoIP system brings the office to the worker, wherever they may be. This makes hiring new employees or outsourcing temporary work incredibly easy and inexpensive. It also fixes any space issues at the office. Applications like gloCOM bring the capability of an entire office to your desktop, wherever you are.

Finally, hosted VoIP allows for growth even on a tight budget. Certainly less costly than legacy telephony, and more economical than premise-based VoIP, hosted VoIP generally only requires monthly expenditures without up-front investments or ongoing maintenance costs. Companies with hosted VoIP can expand without breaking the budget.

Is your company ready to grow? Whether you already have a hosted solution or not, sign up for a free account to take the next step today!


5 Reasons to Migrate to VoIP from Ziff Davis & 1 From Us

Written by Laura Espinosa on . Posted in gloCOM, IP Telephony, Phone Company, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software


While sticking with a legacy system may seem like the easiest option, there is a plethora of reasons to migrate to VoIP. Ziff Davis brings us 5 of those reasons that we summarize below.

  1. Cost

    What is the primary motive for most business decisions? Cost! From cutting costs to increasing revenue, the budget is central to an SMB’s agenda. Thus it is the first reason to migrate to VoIP. Check out a few VoIP options and crunch the numbers. We guarantee that VoIP will end up costing you less in the long run.

  1. Employee Behavior

    Take a look around your office – are employees using their desk phones? looking at their computer screens? on a mobile device? Employee behavior is changing and the desk phone is losing its place as the center of any office. Modern business is done not only via voice, but also through email, instant messaging, and even video. VoIP integrates voice with all of these new technologies.

  1. Productivity

    Along those same lines, the ability to integrate VoIP with a wide range of other communication methods means increased productivity. A desk phone limits employees to communicate only when at their desk, and only when the other person is free. A comprehensive VoIP solution opens the door to employee collaboration through a variety of channels. Features such as presence give the real-time status of users, saving time spent looking for coworkers.

  1. Voice is Data

    Employees and usage aside, VoIP is a better option because it runs over the data network. A legacy system runs on a dedicated voice network, forcing companies to have two networks. This means paying two networks, maintaining two networks, plugging in two networks, etc. It is much simpler to run all of your voice and communication applications over one data network. 

  1. The Industry

    The final reason to switch to VoIP is simply keeping up with the industry. Not only users are migrating to VoIP, vendors as well are shifting from legacy solutions to VoIP. It will not be long until legacy support is difficult to find. Now is the time to take the leap – stay ahead of the industry, not behind it.

  1. It’s going to happen anyway

    Depending on where you are in the world, the TDM networks may have already switched off, or will next year. Find out before you’re found out.

Whether you are ready to sign up now or still not convinced, we recommend taking a look at gloCOM. A business softphone that simplifies and enhances communication, gloCOM embodies the essence of VoIP and Unified Communications. gloCOM empowers business users to communicate and work better in modern workplaces. Among other things, gloCOM can

  • Simplify and enhance business communications

  • Save time and money spent on communications

  • Encourage collaboration and productivity

Visit our gloCOM page to learn more!


Paying Too Much for a Telephony System that Doesn’t Even Give You Results?

Written by Kevin Langford on . Posted in gloCOM, IP Phone, IP Telephony, PBXware, Phone Company, Phone Systems, Products, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

voip phone system

Support and maintenance cost you an arm and a leg. Your telephony system operates like something straight out of The Flintstones. You’re itching to make more sales and grow, but an old system is holding you back. Worst of all, you’re losing customers to companies that offer ‘cool new features’.

We’ve heard the story over and over again… It’s time for a change! Forget the Flintstones – let’s become Jetsons!

Bicom Systems helps telecom resellers update their telephony system and take the first steps toward more sales and growth. We cut the support and maintenance costs so you can focus your budget on what really matters – a powerful and feature-rich system that opens the door to unlimited growth. With a variety of hosted and rented options, there is no need for large up-front investments or mortgages. Growth doesn’t have to be expensive anymore!

The best part? Fun and cool features. From Call Detail Records to Customizable Queues to IVR, your new features are sure to attract and retain customers. gloCOM, the most advanced softphone on the market, brings the latest in Unified Communications to desktop and mobile devices. gloCOM will give your users all of the tools they need for effective communication, including click-to-call, instant messaging, drag-and-drop conferencing, call records, file and screen share, faxing, voicemail, and more!

What are you waiting for? Leave Bedrock behind and give us a call today!


Paying Too Much for Call Center Software that Doesn’t Even Give You Results?

Written by Kevin Langford on . Posted in Call Center PBX, gloCOM, Hosted PBX, IP Phone, PBX System, PBXware, Phone Company, Phone Systems, Softphone, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

call center software

Support and maintenance cost you an arm and a leg. Your call center software operates like something straight out of The Flintstones. You’re itching to handle more calls and grow, but old software is holding you back. Worst of all, you’re losing calls and customers for a lack of ‘cool new features’.

We’ve heard the story over and over again… It’s time for a change! Forget the Flintstones – let’s become Jetsons!

Bicom Systems helps call centers update their software and take the first steps toward higher call volumes and growth. We cut the support and maintenance costs so you can focus your budget on what really matters – powerful and feature-rich software that opens the door to unlimited growth. With a variety of hosted and rented options, there is no need for large up-front investments or mortgages. Growth doesn’t have to be expensive anymore!

The best part? Fun and cool features. From Call Detail Records to Customizable Queues to IVR, your new features make it possible to efficiently handle a much higher volume of calls. gloCOM, the most advanced softphone on the market, brings the latest in Unified Communications to desktop and mobile devices. gloCOM will give your angets all of the tools they need for effective call handling, including click-to-call, instant messaging, drag-and-drop conferencing, call records, file and screen share, faxing, voicemail, and more!

What are you waiting for? Leave Bedrock behind and give us a call today!


Custom Work: gloCOM

Written by Laura Espinosa on . Posted in Custom Work, Phone Company, Phone Systems, Softphone, Telephone Systems, Unified Communications


Did you know we can customize gloCOM for any company or telephone system?

We’ve already done it for for S-Net Communications, Telappliant, and many others. You’re next!

Among other things, the custom solution can include:

  • Different name

  • Different icon

  • Disabled faxing

  • Support for web plugins

  • Setup of default country for outgoing calls

  • Removal of free edition


4 Reasons VoIP Will Save You Money

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Company, Phone Systems, Support, VoIP, VoIP Phone, VoIP Phone System

In today’s economy most businesses are looking for ways to cut costs and save money wherever possible. One great way to save money is your phone bill. Switching to VoIP will cut your monthly expenditures drastically.

VoIP is less expensive than traditional telephony in a few ways:

  1. Cost of calls – traditional calls go over copper wires and analog circuitry while VoIP calls go over your network at a much lower cost.

  2. Hardware – most VoIP systems will integrate with your existing hardware at no extra cost.

  3. Maintenance – a VoIP Telephony Service Provider will take care of maintenance and upgrades as part of your monthly fee.

  4. Features – VoIP includes a myriad of built-in features that do not require an additional fee like traditional telephony would.

Whatever size your company, VoIP is guaranteed to lower your phone bill and monthly communications expenditures. To read more, visit Looking to Shrink Your Company’s Phone Bill? Look at VoIP for Business from the IT Toolbox.


2014 State of Unified Communications – Part 1

Written by Laura Espinosa on . Posted in gloCOM, IP Phone, IP Telephony, Marketing, Phone Company, Phone Systems, Unified Communications

In April of 2014, InformationWeek conducted a Unified Communications Survey with 488 Business Technology Decision Makers in North America. The results are in and the news is good for Unified Communications. The market has seen significant growth over the past year. However, this means that user expectations are at an all-time high and vendors have work to do this year.


Of all survey participants, 70% have a Unified Communications solution or plan to deploy one in the future. These systems are being used by vast numbers of users – 34% of those participants provide Unified Communications to 76% or more of their users.

These numbers have increased since previous years. The percentage of participants that have a UC solution has increased from 38% to 44%. Additionally, those that do NOT plan to deploy a UC solution has decreased from 32% to 30%.

unified communications

Image source:

Not only are more companies using Unified Communications, they are also using their systems more extensively. The number of participants that provide UC to 76% or more of their users increased from 21% to 34%.

As could be expected with a growth in Unified Communications, the traditional desk phone is losing popularly. This year 14% of participants have no desk phones whatsoever. Only 30% have desk phones for 76% or more of their users.


While there is no doubt that Cloud has made its presence known in the Unified Communications market, premise is still the more common deployment.

Companies with premise or premise-based deployments make up 64% of all participants. Complete Cloud set-ups account for only 3% of participants, though 17% have hybrid set-ups with some sort of Cloud component.

unified communicationsImage source:

According to the participants, this trend will not change in the near future. Of all participants, 52% envision themselves with all or primarily premise deployments two years from now.

However, this means that a large amount of the participants are still open to the idea of Cloud. While premise set-ups may be less expensive in the long run, Cloud Providers could, and should, promote the benefits of Cloud. Features like ease-of-use, mobility and BYOD, and a low capital investment may make the long-term investment worth the price.


A new buzzword has emerged in the world of Unified Communications: Collaboration. Companies that use Unified Communications have expressed great satisfaction with the increased ability to collaborate within companies and teams, whether in the same office or on opposite sides of the world.

The market study provided 12 ways that Unified Communications helps business and asked participants to name the top three for their company. The most popular response was “improve employee collaboration” with 62% of the vote.

unified communicationsImage source:

Two of the most loved collaboration tools are audio conferencing and video. These tools give teams a way to effectively and efficiently communicate regardless of location.  Other tools that UC users enjoy are unified messaging, instant messaging, and the corporate directory.

Also check out Part Two where we discuss what users are looking for in Unified Communications today and Part Three where we discuss IT team’s responsibilities in Unified Communications and what to do when starting or expanding a UC solution.

Want to keep reading? Download the full report from Information Week

What are your thoughts on how the Unified Communications Market is going? We’d love to hear your thoughts in the comments below!


5 Steps to Migrating from Legacy to VoIP

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Company, Phone Systems, Softphone, Support, Telephone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

While VoIP has been around and available for over a decade, many businesses have yet to make the jump from a Legacy Telephony System to VoIP. Legacy Systems were a significant investment and were expected to last, so many businesses are hesitant to abandon them for the newest trend. However, VoIP is quickly becoming the mainstream choice in the world of business telephony, so it is time to take the leap.

Fortunately Ziff Davis wrote a guide that will walk you through the process step-by-step: Migrating Your Business to VoIP: Five Key Success Factors. We outline those steps for you below:

    The first step to transitioning from Legacy to VoIP is simply understanding that VoIP is constantly evolving and preparing yourself for constant change. But recognize that this change is not a bad thing; on the contrary, it means ever improving service and increased features. Moving to VoIP will entail some risks but we are confident that the benefits outweigh any roadblocks along the way.

    Once you are prepared to begin the journey of VoIP, your company must define its goals.  VoIP will impact three major players in your business and each can potentially benefit:a) Employees – Your employees will be the primary users. VoIP can increase their efficiency and effectiveness. For example, VoIP features like a softphone will encourage employees to quickly and efficiently communicate with coworkers or clients.

    b) Executives – The ultimate decisions will be made by the company executives. Points of interest to them will be the cost-effectiveness of VoIP, the increased worker productivity, and the ability to integrate the telephony system into a complete Unified Communications solution.

    c) IT – Company techs will be responsible for the VoIP system. They will enjoy the fact that VoIP is more user-friendly and most features and updates will not require their assistance, freeing up time for other matters.

    VoIP gives you three deployment options:a) Premise – This is basically a continuation of your legacy system. It would mean a smaller change and more control of your system, but is more expensive and requires a comprehensive IT team.

    b) Cloud – The opposite of a premise system, a cloud system would save money by outsourcing management or hosting. This option is becoming more common as the cloud gains popularity.

    c) Hybrid – A hybrid system combines the best of both premise and cloud. A company that is not ready to part with its legacy system may choose a hybrid solution that will VoIP-enable their older system.

    The next step is deciding whether to continue with your Legacy provider or shop around for a new provider. If you have a positive business relationship with your current provider and they offer an enticing and affordable VoIP transition plan, that may be the best option.However this may be the time to move on to a smaller company that is more specifically suited to your company’s needs. Nowadays you will find many options, even outside the world of telephony.

    The move to VoIP will be a big change and your company must be prepared.

    Step 1 – Review your phone system contract and determine whether you can replace your telephones and system.

    Step 2 – Create a timeline with specific goals and targets. Assign responsibilities to specific people.

    Step 3 – Perform a network assessment to decide if your system is ready for VoIP. This will also help in the decision between Premise or Cloud.

    Step 4 – Determine what will change for your employees and prepare them for those changes.

    Step 5 – Test the new system with a specific group of users to ensure it is working as promised, particularly during busy times.

Transitioning to VoIP may sound like a daunting task, but thousands of companies have made a successful transition with great benefits in the short and long term.

Want to read more? Check out Migrating Your Business to VoIP: Five Key Success Factors from Ziff Davis.


5 Benefits of Hosted VoIP (Cloud VoIP)

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Company, Phone Systems, Softphone, Support, Unified Communications, VoIP, VoIP Phone, VoIP Phone System

cloud voip

As companies today make the move to VoIP telephony, they are faced with two options: Premise or Cloud.

While premise is a popular option because it is similar to legacy systems and gives more control to the company, Hosted VoIP offers several benefits to SMBs.

Ziff Davis shares give benefits of Hosted VoIP in Five Implications that make Hosted VoIP Good for your Business. We outline those benefits below.


While bigger often has the advantages in business, Hosted VoIP levels the playing field and represents an opportunity that even the smallest business can deploy.

A Hosted VoIP system means that a third party is taking care of most aspects of the communications system like managing, maintaining, troubleshooting, etc. SMBs that do not have extensive IT abilities will still be able to use the system.


While legacy systems were primarily focused on giving employees a means of internal communication, VoIP opens the doors to customers on the outside. Hosted VoIP offers extensive features such as softphones, video calls, chat, and mobile. These open up the lines of communication with customers and ensure their satisfaction. While this is plausible with premise VoIP as well, it would require a comprehensive IT team to carry it out.


The Hosted VoIP market is a consumer’s market that boasts several choices. Legacy systems were not built for SMBs and required costly investments for a less-than-ideal products. Hosted VoIP, on the other hand, is available in many different packages with varied prices and features. SMBs can shop around and choose a provider that meets their needs and budget.


Hosted VoIP provides a better model for SMBs that are on a budget. Expenditures are reduced via a lesser initial investment and lower usage costs. Monthly fees are a fixed rate that fit into SMBs budgets.Additionally, Cloud VoIP means more reliable service that is not susceptible to local weather conditions or power outages. Employees can work from home or anywhere with an Internet connection.


Hosted VoIP is a good decision for long-term growth. While legacy systems were an investment, they did not drive growth or improve with time. Hosted VoIP can scale and evolve at a low cost as the company grows. It is simple to add new offices or work-from-home employees.

In summary, Hosted VoIP can do so much more for SMBs than simply save money. To read more, visit Five Implications that make Hosted VoIP Good for your Business from Ziff Davis.


Five Reasons to Upgrade from Nortel to PBXware Key System

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software


Are you a customer trying to decide where to go next? Are you faced with more options than ever before and unsure which is the best after leaving Nortel Networks and BCM 50? Have you considered PBXware Key System?

PBXware Key System is the logical next step after Nortel, also known as Nortel Norstar or Meridian Phone Systems, for several reasons…

1. Fast & Easy Set-Up Migrating to a new telephony system is difficult enough without the added-in stress of a lengthy installation and steep learning curve. PBXware Key System boasts the fastest phone system set-up on the market.

2. VoIP Telephony The telephony market has been inundated with VoIP offerings in recent years. With more features, bigger sales, and less costs, most telephony companies have already made the move to VoIP. It is not a passing trend, VoIP is the telephony of the future and of today.

3. Account Managers Bicom Systems PBXware Key System goes above and beyond the features and capabilities you would expect by giving you an experienced Account Manager that is prepared to walk you through the transition and even beyond. Rest assured that your Account Manager will understand your business and ensure you receive the best possible system and support available.

4. Unified Communications PBXware Key System is part of a turnkey Unified Communications system that will make communicating easier, faster, and more efficient for your company. Our software trio and additional desktop and mobile applications give users flexibility and constant connectivity. Simplify your telephony migration by switching to a company that can offer you everything from the same place.

5. Extensive Features One of the most impressive aspects of PBXware Key System is its extensive feature-set. Make this telephony upgrade worth it by increasing employee productivity and efficiency through useful telephony features.

Additional Reading:

Or talk to an experienced Account Manager by emailing


How to Choose a New Provider after Nortel

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers


Are you ready to move on from Nortel and BCM 50 but unsure how to choose a new provider? Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist from Ziff Davis provides five guidelines to keep in mind as you compare providers after leaving Nortel Networks (also known as Nortel Norstar or Meridian Phone Systems):

1. VoIP Pedigree The VoIP market is full of newcomers with offers that will dazzle and impress. Be cautious and look for an experienced company that has a long and positive track record. Read case studies and ask for references.

2. Core Business Most telephony companies have more than once focus; look for a company that is committed to phone systems and that shares your outlook on telephony. Find a company that will innovate and progress but continue offering what you need.

3. Range of Features As you dive into the world of VoIP for the first time do some research on the options and features available. You are going to want to stay with the same telephony provider for a long time, so make sure they have everything you need and want.

4. Customer Base Does the provider usually serve large enterprises? SMBS? Is there niche a specific industry like hospitality, medical, or government? Seek a provider with customers similar to your own company so that they will understand your business needs and obstacles.

5. Viability This is going to be a big move – go with a provider that will be around for many years to come. Ask about the provider’s financial situation and their plan for the next several years. Pay attention to how the company is doing and choose one that appears to be viable in the world of ever-changing technology.

Ready to get started? Talk to one of our experienced Account Managers about upgrading to PBXware today! With a fast & easy setup, PBXware encompasses the most advanced technologies and unified communications features along with an understanding Account Manager to help you with the transition and beyond. Just email us at today!

Additional Reading:

What Happened to Nortel?

How to Move On From Nortel

Five Reasons to Upgrade from Nortel to PBXware KeySystem

Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist by Ziff Davis.

There’s Life After Your Nortel PBX from VoIP News

Or talk to an experienced Account Manager by emailing


How to Move On From Nortel

Written by Laura Espinosa on . Posted in Competitors, Hosted PBX, IP Phone, IP Telephony, Nortel, PBX System, Phone Company, Phone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System


Nortel (also known as Nortel Norstar or Meridian Phone Systems) customers are facing a crossroads and must begin making decisions about their future. The world of telephony is overwhelming and many leaving Nortel Networks and BCM 50 are unsure which direction to move. The decision is made a little easier by Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist from Ziff Davis.

The whitepaper from Ziff Davis lays out several options and roadmaps and encourages companies to take the initiative to make a decision before their competition gets ahead of them. The move from TDM to VoIP may be intimidating but it is necessary and ultimately beneficial.

Ready to move forward? You have three options:

  1. Stay with Nortel
    If your company is satisfied with its current system and is still reaping the benefits from its initial investment with Nortel, it could stay on board for another year. Avaya will continue supporting Nortel customers until October 2015. However, keep in mind that the competition is beginning to make the move to VoIP and will be leaps and bounds ahead a year from now.

  2. Transition to Avaya
    Avaya promises a seamless move to their VoIP system for current Nortel customers. The move would be relatively painless and your company would not lose its support system along the way. Avaya is big and has a good reputation; making it a viable option for your company. But as long as your company is going through a migration, consider all of your options.

  3. Switch to a new provider
    If you are ready for something completely new, delve into all of the new telephony options on the market today. Perhaps you want the latest technology; maybe you want to switch to a smaller company that will give you more personalized attention; or maybe you want to spend less on telephony – you are sure to find something that meets your needs.

Ready to switch to a new provider but unsure how to choose? Stay tuned for our next post How to Choose a New Provider after Nortel.

Or talk to one of our experienced Account Managers about upgrading to PBXware today! With a fast & easy setup, PBXware encompasses the most advanced technologies and unified communications features along with an understanding Account Manager to help you with the transition and beyond. Just email us at today!

Additional Reading:

What Happened to Nortel?

How to Choose a New Provider after Nortel

Five Reasons to Upgrade from Nortel to PBXware KeySystem

Life After Nortel: SMB Migration Roadmap and Buying Decision Checklist by Ziff Davis.

There’s Life After Your Nortel PBX from VoIP News

Or talk to an experienced Account Manager by emailing


3 Steps to Testing Hosted VoIP Systems

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Company, Phone Systems, Support, Telephone Systems, VoIP, VoIP Phone, VoIP Phone System

cloud telephony

Is your company upgrading to a Hosted VoIP Phone System? With the clear financial and functionality benefits it probably was not difficult to reach that decision. But narrowing your options and making a final choice is more difficult.

Use this simple 3 step test from Ziff Davis to compare your three favorite vendors.

  1. Assign three users to test three separate phone systems.

  2. Choose an IP telephone that is compatible with all three candidates and configure one for each user.  Give the same telephone to each user so that the only variable is the phone system, not the hardware.

  3. Have each user test one system for an entire month, making note of what they like and dislike. While call quality and basic operations will not vary greatly between hosted systems, there are a few important things for the user to pay attention to:- Support from the provider

    – Reports

    – Voice mail

    – Billing

    – Competence of the provider’s back end systems

    Make sure the test lasts a month so that the test users have time to become comfortable with the system and fully appreciate the differences from the current phone system.

To read more, visit Ziff Davis’ Simple Ways to Test a Hosted VoIP System


Bicom Systems is in the Press!

Written by Laura Espinosa on . Posted in PBX System, Phone Company, Phone Systems, Press Releases

BREAKING NEWS – Bicom Systems was recently discovered by a large publishing company that seeks out ‘excellence’ in business to share across the world. Among their many publications, Business Excellence features a Telecoms magazine, published online and a well known resource in the international telephony industry. After trying and loving PBXware, Business Excellence was compelled to write an article all about Bicom Systems. We are honored and excited to share that article with you.

business excellence

For a direct link to our article, click here. Or visit the BE Telecoms online magazine.

We’d love to hear from you – leave a comment below with your thoughts on the article or questions on how to get a brand new phone system of your own!


IP Phone: Top 10 Considerations Buyer’s Guide

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Company, Phone Systems, Softphone, Support, Telephone Systems, VoIP, VoIP Phone, VoIP Phone System

The costly and uniform telephony systems that dominated businesses for years are quickly becoming a thing of the past. IP Telephony is a more economic and flexible option that makes sense for most companies today. Whether you are looking to start fresh with a brand new IP Telephony system, or simply to upgrade your current system to better fit your needs, IP Phone: Top 10 Considerations, Buyer’s Guide from Ziff Davis is a must-read article. Below we highlight their top ten points that companies must consider when shopping for an IP Phone System.

  1. Usage – While legacy phones were solely meant for voice calls, IP phones have a much wider range of capabilities and options. From video to conferencing to messaging, considering how the phones will be used allows you to get the most out of the system.

  2. Who – We used to choose one type of phone and all employees would use the same one. IP phones, on the other hand, come in many varieties and can be used in more places. Now more employees can have phones and each type of employee can have a certain type of phone.

  3. Type – Desktop phones were the only option in the past, but IP phones come in a number of forms. Decide whether your employees need traditional-looking desk phones, softphones, or even wireless devices.

  4. Budget – Telephony systems are no longer a major investment expected to last for years. The cost of transitioning to VoIP has dropped greatly and the overall cost of telephony and equipment is lower as well. Different budgets may be assigned to different employees or departments.

  5. Voice – Traditionally, telephony was only used voice. And voice is still the number one use today. While VoIP may not offer the same quality of voice as a legacy system, it is a less expensive option. HD voice is an emerging market to consider.

  6. Features – Your company should weigh its required features and desired features. Choose a system that offers everything you ‘need’ and then look for extras.

  7. Display – Different systems offer all different kinds of display options. From basic text to bigger and better screens to camera and video, your company must think about what kind of display it needs.

  8. Video – Along the same line, video is now an option with IP telephony. If some or all employees need video, they will need video-enabled devices and a network to support it. However, IP phones can only take you so far with video.

  9. Mobile – If desk phones are no longer a necessity at your business, you may begin shifting towards mobility. Some IP phones are compatible with mobile phones or can help the company begin to shift in that direction.

  10. Power – It is no longer a requirement to use AC power and keep telephones close to outlets. Your company may opt for Power over Ethernet (PoE) which allows power and connectivity to use the same cable.

To read more, see IP Phone: Top 10 Considerations, Buyer’s Guide from Ziff Davis.


How to Choose Between VoIP and Unified Communications

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, Phone Company, Support, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Providers

As the world of telephony has evolved over the past few decades we are faced with an ever increasing number of decisions on what kind of system to use. The move from legacy telephony to a VoIP or Unified Communications is a big jump that requires thought and understanding. How to Choose Between VoIP and Unified Communications from Ziff Davis discusses the difference between the two options and is an important tool to making an informed decision.

The article discusses 5 considerations to keep in mind when choosing between VoIP and Unified Communications.

  1.  What is driving the need in your business?
    If your business is looking to cut costs, VoIP is the clear choice. It will mean a much lower cost while not causing a huge change for users. The savings are seen almost immediately.On the other hand, if your business is looking for the newest features and capabilities in order to increase productivity and efficiency, Unified Communications is a good option for ‘the latest and the greatest’.

  2.  What is driving the need for IT and your network?
    The switch to VoIP can be adjusted according to your company’s budget. If the budget allows for it, you can do a gradual shift to the new system and even get new hardware. But if the goal is to save money, you can do a minimal switch.Unified Communications will almost certainly involve a financial investment to get started, but be more feature-rich and effective in the long run. UC will require more support from IT to maintain and run.

  3. What are the needs of your employees?
    If your company does not want to make a major change for users and plans to continue user desk phones, VoIP is the best choice. It allows the company to take a step forward while not causing a drastic change for the employees.If employees are ready for more usability and change, Unified Communications will offer them a more features and tools. With training employees will adapt quickly.

  4. What are the needs of management?
    As we’ve repeated again and again, VoIP would be the best option of management is considered with saving money. Costs can be cut drastically and quickly.But if management is interested in increasing employee productivity, Unified Communications will allow more options and features. This is a strategic decision not based directly on price.

  5. What are the needs of the vendor?
    Vendors and service providers are gradually moving towards Unified Communications, but VoIP is still the more common offering. This is an opportunity to become the incumbent vendor.Always remember that you ‘get what you pay for.’ Choosing an extremely inexpensive system will probably come back to hurt you in the end.

Overall, it is important to learn as much as possible about all the options and make an informed decision. To read more, see How to Choose Between VoIP and Unified Communications from Ziff Davis.


IP PBX System Part 3: Example Scenarios

Written by Stephen Wingfield on . Posted in Hosted PBX, IP PBX whitepaper, IP Phone, PBX, PBX System, PBXware, Phone Company, Phone Systems, Telephone Systems, Whitepapers

ip pbx

This is part of a series of posts from our newest whitepaper on IP PBX System. Click here to view all posts in series.

A Bicom Systems Whitepaper examining On-Site and Hosted IP PBX Systems November 2012



The difference between hosted and on-site solutions is not black and white; there is no absolute rule to dictate which type of IPPBX solution is superior. The following scenarios illustrate the differing needs and situations of end users and their appropriate solutions. Read these examples to understand when to use hosted, on-site, or combination solutions.

Scenario 1 A company including 50 local workers that speak to each other on the telephone extensively. However, the company has limited bandwidth that only supports five concurrent calls.ip pbx systemSolution: an on-site system that will route internal calls locally, freeing up the bandwidth to support incoming and outgoing non-local calls.

Scenario 2

A large national provider has branches in many different cities, several of which are in remote locations.ip phone systemSolution: a large hosted infrastructure with dual location redundancy for the headquarters and many of the branches, in addition to on-site PBXes for the remote locations that do not have bandwidth, preferably with the same software as to provide continuity and minimize training efforts.


Scenario 3 A manufacturing plant of 200 staff members with 100 pre-existing cabled analog handsets already patched. The company does not wish to lose their investment in the 100 handsets and cabling.ip pbx systemSolution: an on-site hybrid system linking the existing handsets and adding new IP possibilities.

Scenario 4

A small business that employs four home workers, none of whom take responsibility for IT matters.ip pbxSolution: a hosted solution that gives users communication abilities without any need for maintenance or installation.

Other posts in this series:

Part 1: Introduction

Part 2: IP PBX System Options

Part 3: Example Scenarios

Part 4: Selling an IP PBX System

Part 5: Conclusion


How do ‘all your pieces’ fit together to become a Phone Company ITSP ?

Written by Stephen Wingfield on . Posted in IP Phone, IP Telephony, ITSP, Multi-Tenant PBX, PBX System, Phone Company, Phone Systems, Products, TELCOware, Virtual PBX

Probably the question that is not asked but always answered when making an introduction of Bicom Systems’ Products is the one in this title.

With so many pieces it is rather understandable why confusion may arise and yet having explained this many times now, recipients reply unanimously with confirmation that it all makes sense. For this reason it seemed only appropriate to write it down and make some other supporting diagrams and videos that really demonstrate the turnkey nature of all these pieces.

Quite simply, Bicom Systems can deliver the most turnkey telephony company with the most features and functions on the market.

We start with our platform, SERVERware. SERVERware comes in two editions, SERVER Edition and NETWORK Edition. See links for supporting diagrams.

SERVERware provides virtualisation and redundancy. In the SERVER Edition the virtualisation means that many application services can be set on the same server, The Primary Controller. These may include : PBXware MultiTenant or Call Center PBX Editions, TELCOware or other items such as Email Server, Web Site a vanilla Asterisk or Trixbox or FreePBX even. Each is contained within its own Virtual Private Server (VPS) and as such

The Server Edition can then in turn be set to mirrored redundancy, using a Secondary Server, so that should the Primary Controller Server fail the Secondary takes over. Although similar options exist with VMware, Serverware uses Virtual Servers and so the voice quality is best served by keeping the voice traffic on the CPU rather than in a virtualised manner. Serverware also has added security features such as being set in the CHROOT and ………………..

In the Network Edition, the roles of the original two servers change. Firstly all application services are now present on dedicated hosts. The Controller is then freed to perform two functions: duplicating data from the hosts to its own hard disks and monitoring the hosts that in the event of failure of a host that the services on the lost host will be reallocated to the next available host. As the cluster expands the duplication of data may be performed to a SAN.

The Primary Controller is mirrored to a Secondary Controller so that should the Primary fail the above two functions will continue.

Typically in an ITSP scenario one of the application services in its own VPS will be the Multi Tenant Edition of PBXware. It is here that the core telephony takes place from registrations to enhanced services and telephony billing that rates CDRs.

Then on another VPS may be a Call Centre PBX Edition of PBXware if a customer has a dedicate requirement. Often with Call Centers there is a need to access the MySQL database, run detailed reports and thrash CPU with Call Recordings, as such resource needs to be identifiably dedicated. This way a heavy usage call center can latter be moved to its own resource or indeed even for its component part be split to dedicated servers.

If a provisioning platform such as TELCOware be used then it too will have its own VPS on either the server or network edition of SERVERware. The provisioning starts with the CMS (Content Management Systems) creating a web site where visitor can peruse hard and subscirptions products created in the Shopping Cart Products & Services with a view to ordering. To place orders visitors must sign up and create an Account.

TELCOware does not have any real telephony, everything is virtual. After receiving an order it uses API to send instructions to PBXware to provision the service, registrations, DIDs, IVRs or similar. There are wizards in place to assist with this.

According to the subscription bought it will then generate an invoice at the end of the period which will reflect the subscription and any extra call spend made, drawing CDRs from the switch it is associated with. This could be one or many PBXware or even another system, Asterisk based or not.

Upon the invoice being settled by manual payment or automated with a supported gateway such as worldpay,, linkpoint, paypal, skrill … funds will be attributed first to the subscription and then if available to the call spend fund on the telephony account on the associated softswitch.

In addition to these products, Bicom Systems also has a wide variety of supporting Desktop Applications which continue the turnkey theme through to the End User and allowing your ITSP effort to simply have what others do not and stand out from the competition.

Please feel free to look through the supporting material, however nothing quite compares to an online demo and please do ask for Account Manager, the linking piece, to contact you in your language of preference (English, Spanish, French or Portuguese). As well as the architecture there is a whole lot of other advice to be provided and Marketing Materials and Support.


PortaOne broke up a phone company over PBXware Multi-Tenant

Written by Stephen Wingfield on . Posted in Competitors, Multi-Tenant PBX, PBX System, PBXware, Phone Company, Phone Systems, PortaOne


While choosing a software platform is a decision free of emotion for most, in some cases it is enough to break up over. Such is this case of PortaOne.

A phone company like many others began the search for a software platform and found both Bicom Systems PBXware Multi-Tenant and PortaOne. The company quickly split into two “teams” – the Bicom supporters and the PortaOne supporters. They became so divided that a third party had to be called in to evaluate both options and make a non-biased decision.

Consequently, the third party chose Bicom Systems PBXware.

We began moving forward with the implementation, happy to see the company progressing.

Meanwhile, ‘Team PortaOne’ was behind the scenes attempting to influence the third party and make them retract their decision. Sadly, they succeeded.

Progress came to a halt as ‘Team Bicom Systems’ was outnumbered by the allegedly non-biased third party.

After a long and painful 6 to 9 months of this back-and-forth struggle, one of the owners made the decision to split up. He sold his portion of the company to the other owners and broke off on his own to create a new company.

I’m not sure this can be seen as a matter of software, but rather of ideology. PortaOne comes from Calling Cards and really deserves its accolades of mastery in this area if the price is affordable in such a cut-throat market.

If, though, you wish to build a sustainable monthly value revenue with truly integrated communications, there are other options.

Ready to get started? Contact us at today!

For a comparison of PortaOne and Bicom Systems, see PortaOne vs Bicom Systems

UPDATE : One customer emailed us the following :

Started messing around with the Multi Tenant PBXware and it looks quite nice and excellent features for the tenant side – as I said, our current PortaOne does not come near this with client features.

If you found this useful or can add, please feel free to post and of course visit our whitepaper on How to Start an ITSP or watch the video below.


Invitation to a Multi-National

Written by Stephen Wingfield on . Posted in IP Phone, IP Telephony, ITSP, Multi-Tenant PBX, Phone Company, Phone Systems, VoIP, VoIP Phone, VoIP Phone System

Here was a recent pitch to a Multi-National : you may wish to adopt to your own purposes:

I was passed your details by Fierce Voip. Possibly you were looking at our how to become an ITSP whitepaper.

If you can elaborate your interest I should more than happy to provide as service.

For our part, we were the first company to take Open Source Telephony Engines and deliver turnkey products. Increasingly the work is for running large hosted service provider models. The largest so far is 50,000 subscribers for ******. Yes ! Even the phone manufacturers use us !

By the nature of the technology it would be a lot simpler and controlled, never mind cost effective for an organization such as ******* to put in place ‘one large softswitch system’ but with multiple location redundancy to deal with natural disaster & acts of terror.

This of course beckons the question if ‘one’ system can cater for all possible needs of such a diverse organsisation. Any simple declaration of a perfect system is naive. What we have been able to do at Bicom Systems however is provide ‘best-fit’ custom development for the cost of ‘off-the-shelf’. A simple example for NASA was to design a conference facility that permitted the administrator to listen to twenty conference simultaneously while accessing 600 contributors around the world to pull in.

Let me know your interest and doubtless I can contribute further.




IPSMARX vs. PBXware and How to Upgrade

Written by Stephen Wingfield on . Posted in Competitors, IP Phone, Multi-Tenant PBX, PBX System, Phone Company, Phone Systems, Softphone, Support, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

We received an email from a customer a few days ago asking how the IPSMARX product compares to our own? (IPSMARX offers an IP-PBX solution similar to our Multi-Tenant PBX and has even tried to pose as Bicom Systems.)

Our response: while the two products may appear similar at first glance, we’ve noted some significant differences.

  • IPSMARX is not open standards, Bicom Systems is.

  • IPSMARX may appear simply an adapted prepaid calling system turned into a Multi-Tenant Service Platform, we have created a specialized product to give SMBs huge feature functionality, not adapted.

  • IPSMARX platform does not always integrate with other platforms via SIP trunks, ours does. We know – that’s why their customers have come to us !

  • IPSMARX being closed means that sooner or later to do things that open systems allow requires their intervention and payment.

  • IPSMARX does not have the largest Telco’s driving their development. A good example is the softphone that has delivered a simple dialler but not taken communications to a unified extreme.

To find out more about the difference with PBXware and GLOCOM … please contact us :

UPDATE: How to upgrade from IPSMARX?

Since I posted the above blog we have been slightly taken aback with the response we have had. Some customers of IPSMARX were so dissatisfied they asked for their monies back. Credit must be given where it is due. For example, Ikon Telekom in Turkey felt their investment in IPSMARX was a huge mistake.

IPSMARX came forth and were very honourable about the matter. However the numbers of customers contacting us seems to be growing a quite a rate. Many at the brink of decision, some having just placed deposits, others already with established customer bases. One such company claims that IPSMARX is a fraud.

At first we could not understand why this was so prevalent. However the more we speak with customers the more we come to understand that sooner or later that wall is hit and there seems no way round or beyond.

The Breeze Unified Communications offering is a good and recent example, certainly it makes a first attempt. Beyond the basics there seems though no further goal plan. However we’ll leave you to your own conclusions compared with :


To see is to believe.

The problem also is clear that the longer this goes on the more customers will be stuck in one set of infrastructure and dissatisfied to the point they must look elsewhere.

So – what can we do to help ?

Here’s our offer:

Any deposit paid to IPSMARX in the past 3 months we will refund on purchase of a PBXware TELCO Solution from Bicom Systems.

Any existing deployment : we will provide conversion credits to assist.

We will also provide a transition roadmap to assist with the process.

Sign up for a free account today and ask for a call from a dedicated and experienced Account Manger.

Other Articles on IPSMARX:



Written by Stephen Wingfield on . Posted in Phone Company, Phone Systems, Press Releases

Bicom Systems Ltd.

Rockware Business Centre,

Rockware Ave,




+44 20 3399 8899

Thursday, 3 October 2013

To Whom It May Concern:


Dear Sirs,

We have opened no accounts recently of this date with new suppliers and any demands associated with the address 3801 S Ocean Drive were not made by the company or its representatives.

In no manner may we be considered responsible for the actions of an unauthorised third-party.

Some clues to any fraud are incorrect phone number and incorrect domain name.

Signed in affidavit of truth,

Stephen Wingfield



Customer Testimonials on MS Lync

Written by Stephen Wingfield on . Posted in Competitors, gloCOM, PBX System, Phone Company, Softphone

MS Lync is the flavor of the month out here – when I read the architecture guides and system requirement guides I just don’t understand 🙁 GloCOM and  PBXware are a much better combination IMO.

Lync has more  features  –  but I like the simplicity and standard approach  of gloCOM and PBXware. Being able to integrate easily with other environments like Google is a good move. A mobile client would also be good.



“We’re firing up a major logistics company here in the Southeast US (160 extensions) that is also switching off of Microsoft Lync and onto gloCOM. Early indications are they’re liking it.”

Specific features they liked: “Direct integration with their shiny new phones. Plus chat. Plus desktop faxing.”

– Mike Rathburn, IntelaCloud


PortaOne vs Bicom Systems

Written by Saulio Reyes on . Posted in Competitors, Hosted PBX, IP Phone, Multi-Tenant PBX, PBX System, PBXware, Phone Company, Phone Systems, PortaOne, Softphone, Virtual PBX

Were you born a vampire or someone just bite you to become one? (A comparison of Bicom Systems and PortaOne)portaone

Many customers interested in our Multi-Tenant platform come to me asking the difference between Bicom Systems PBXware Multi-Tenant edition and switches out there that one way or the other are advertising ‘multi-tenant’ capabilities such as PortaOne.

Well I believe the answer is as simple as the vampire fact : if you were not born as a vampire but rather turned into one you will never be as good as a born vampire. In brief, without digging more into science fiction, let’s discuss my explanation to terms we are all familiar with : if a system is not born as an IPPBX but rather adjusted to act like one the end user will never experience the real deal and the service provider will never accomplish complete satisfaction.

Several popular switches out there, like PortaOne, claim to include a Multi-Tenant IPPBX, but when all is done they are ‘Centrex’-like simulations or service providers landing in the middle of ongoing development on something that was not designed to be an IPPBX and/or a Multi-Tenant.

Bicom Systems PBXware was born as an IPPBX and comes in 3 editions: Multi-Tenant, Call Center and Business.

I suggest that customers test our product and experience a real Multi-Tenant IPPBX. To test, use the following login details: email: password: mtdemo

I recently compiled a comparison chart with PortaOne wholesale switch and Bicom Systems PBXware.

Key Feature Bicom PortaOne Comments
Call Shops YES YES Call Shop / Calling Card Edition Available in PBXware
Calling Cards YES YES Call Shop / Calling Card Edition Available in PBXware
WholeSale Billing YES YES Available in PBXware integrated with TELCOware Billing Platform
100% Multi Tenant Platform YES NO Centrex Alike Emulation
Full Featured IPPBX YES NO PortaONE is a Wholesale Switch not a fully featured IPPBX
Virtualization YES NO Not present in PortaONE
Basic Call Center Features YES NO Not present in PortaONE
Advance Call Center Edition YES NO Not present in PortaONE
Dedicated Virtual Enviroments YES NO Not present in PortaONE
Desktop Apps YES NO Windows, Linux and MAC Applications including free unified messaging client
Mobile Apps YES NO IPhone, Android and Blackberry Softphone
Onsite Deployments YES NO What will you do when the customer requires a deployment on site ?
Onsite to Cloud Redundancy YES NO What will offer when customer ask for on site with redundancy in the cloud?
Real Time Reports / Statistics YES NO Via Desktop Applications and Web Interface, graphics and recordings access
Call Instant Recording / Barging / Monitoring YES NO PBXware can do call recording in multi-levels
Tenant Level Admin Access YES NO Tenant Administrator or Client has access to his own hosted PBX
Auto Provisioning to ATA, IPPhone, Softphones YES NO PBXware provisions Cisco, Polycom, Aastra, YeaLink, Snom, Linksys, Sipura
Custom Design YES Limited Limited to PortaONE only

Also see PortaOne broke up a phone company over PBXware MT


What is a Soft Switch?

Written by Laura Espinosa on . Posted in IP Phone, IP Telephony, PBX System, Phone Company, Phone Systems, Softswitch, Telephone Systems, Unified Communications, VoIP, VoIP Phone, VoIP Phone System, VoIP Software


Having passed from live operators to automated hardware devices, most telephony switches introduced today are in effect central devices in a telecommunications network using software on open standards hardware. These voip switches have greatly reduced cost and increased functionality to an extent that we are only beginning to know & understand.

In many parts of the world, it is now typical that the connections made by the soft switch are done via the internet from one IP Telephony line to another, with even the media stream able to pass directly rather than the expense of bandwidth and resource staying on-net. There is, however, still the need to be able to interface with traditional hardware based switches and to have a true control of services, Media Stream must be controlled.

Class 4 Soft switches (Tandem) are used between local offices exchanges and carriers or carrier to carrier to avoid the high costs of long-distance calls via PSTN. Class 5 Soft switches, on the other hand, can route even PSTN telephone calls, making them an ideal solution to offer End Users. However, because of the interaction with the end users, Class 5 inevitably has the features and functions of a PBX which are increasingly a part of Unified Communications.


The softswitch is highly favorable to more traditional methods of routing for a number of reasons, including:

  • Higher scalability
  • Less hardware needed, saving money and space
  • Expansions or upgrades only involve new software, not a whole new product
  • More affordable
  • Open Standards creation, resulting in a more customized and flexible system
  • Remote installation is possible
  • Can route any & all types of incoming calls – IP, cable, copper, etc.
  • May provide extra software-based features such as:
    • Voicemail
    • Call recording
    • Billing
  • Requires less time-invested

Don’t waste time and resources with older, less efficient systems. Upgrade to a voip switch today and begin offering the above features – and more – to your customers!


So you’ve decided that you want to upgrade to a voip soft switch, but are unsure where to start. With so many options on the market, it’s important to do research and know what to look for. We’ll help you get started.

When shopping for a voip switch, keep the following features in mind:


Least-Cost Routing (LCR) is a feature that allows the soft switch to select and route to the least expensive outbound line of communication. The voip soft switch will periodically compare paths from different carriers and choose the least expensive one. This is especially useful if you or end users call a number of different companies. The least-cost route to a city in South America may be entirely different from the least-cost route to a city in India. With this feature, your voip switch will always route you to the least expensive route for that particular call.


There are a few ways to measure call capacity. It is important to ask about these measures and soft switch capacity when doing your shopping.

Busy Hour Call Attempts (BHCA) is a measurement of the number of attempted calls during the peak – busiest – hour. If the softswitch capacity does not meet or exceed the BHCA, you can expect failed calls and stress on the network. A good softswitch company will calculate their BHCA and adjust the capacity of the softswitch accordingly.

Similarly, the number of calls set up per second will give you an idea of how many incoming and outgoing calls you can have at once. Be sure to choose a softswitch that can handle the volume of calls you need. The number of simultaneous calls is another important angle to look at.

On the more technical side, the number of lines, racks, and media gateways is another measure of capacity. Again, do not make the mistake of selecting a softswitch with a capacity lower than what you need. In order for customer and your own satisfaction, the softswitch should have a capacity above and beyond what you need.


While some softswitches only include the barebones routing system, others come with incredibly useful features or add-ons. It is highly recommended to take advantage of those features. Look for a softswitch that can integrate with other modules and essentially serves as a central controller. Some useful add-ons include:

  • SIP PROXY – A SIP Proxy is an indispensable softswitch feature that will allow routing of not only IP telephony calls but also traditional PSTN calls. If you wish to use your softswitch with end users, this feature is required.
  • PRESENCE SERVERS – A Presence Server feature will allow enhanced communication between users. It gathers information about connectivity and availability, giving users alternative ways to communicate. With this feature you will be able to select what to share and with whom.
  • BILLING A softswitch with an included billing feature will save you ample time, money, and resources. It will automatically bill users based on calls. If you don’t want to look for and spend on separate billing software, look for a softswitch that includes a billing module or add-on.
  • REPORT GENERATION – Similarly, softswitches may include a report generation module that will automatically provide you with statistics about calls. Rather than buying software or paying additional employees to determine and report call statistics, look for a softswitch that will do this for you.


Finally, be sure to select a softswitch that is customizable and flexible. In today’s market, finding an open source option should not be difficult. This will allow you to customize the softswitch to your needs and those of your end users. Save money and time by getting a solution made just for you.

pbx system

Definition of PBX Phone System

Written by Laura Espinosa on . Posted in Call Center PBX, Hosted PBX, IP Phone, IP Telephony, Multi-Tenant PBX, PBX System, Phone Company, Phone Systems, Telephone Systems, Virtual PBX, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

A PRIVATE BRANCH EXCHANGE (PBX) PHONE SYSTEM is an internal telephony network that allows for inexpensive calls within a company or organization. It is an efficient form of unifying communications within an office or network of branches.

The PBX connects the private network to the Public Switched Telephone network (PSTN) for external calls. Specific outgoing lines are reserved for those calls.

Internet Protocol (IP) PBX is the newest development in the industry. This is the same system but uses VoIP and software to make communication more streamlined and less expensive.

Users of PBX systems have four options: PBX, IP PBX, Hosted/Virtual PBX, and Hosted/Virtual IP PBX.

Bicom Systems offers an IP PBX phone system in the form of PBXware. We offer three different editions to cater to specific needs: Multi-Tenant PBX, Call Center PBX, and Business PBX.


Hosted PBX vs Google Voice vs On Premise PBX response

Written by Stephen Wingfield on . Posted in Hosted PBX, IP Phone, IP Telephony, Multi-Tenant PBX, PBX System, Phone Company, Phone Systems, VoIP, VoIP Phone, VoIP Phone System

After reading Ruben on VoIP‘s article Hosted PBX vs Google Voice vs on premise PBX, I knew I had to write a response.

My first thought: Interesting and provocative in all the best senses. Oh the benefit though with hindsight.


How to Compete with SHORETEL Phone Systems

Written by Laura Espinosa on . Posted in Competitors, PBX System, PBXware, Phone Company, Phone Systems, Telephone Systems

In order to compete with Shoretel Phone Systems, you need to get a bit more creative. They have a great phone system that may very well be better in some ways than our own PBXware. To compete with that, Bicom Systems shifts the customer’s focus away from the phone system and to the big picture.

Get your customer to look 2-3 years ahead and think about what they want. Remind them that this sale isn’t just about a brand new phone system today, but about a solution that works for them for years. Don’t just give them hardware, give them a new and improved lifestyle.

If you want to compete directly with Shoretel’s phone system, add plenty of applications onto your own. Even simple applications can be huge money and time savers for clients and entice them away from competitors’ systems. Show them how your applications will have true value to their company.

Shoretel has a great system, there’s no denying it. But customers need something more than just a great system. They need tools to make life easier for them and a plan for the future. Bicom Systems offers a number of Desktop Applications to customers to give our phone system that extra push. We also work with customers through each and every step to push and inspire their company ahead.

Do not be fooled by Shoretel’s “1000% redundancy promise.” It requires 1000% more boxes to support, one for each service. Bicom Systems delivers five nines simply and efficiently.

This post is part of a series: Read the others be clicking below:

How to Win More PBX Sales

How to Compete with Alcatel Lucent

How to Compete with Microsoft


How to Compete with MICROSOFT Phone Systems

Written by Laura Espinosa on . Posted in Call Center PBX, Competitors, Multi-Tenant PBX, PBX System, PBXware, Phone Company, Phone Systems, Telephone Systems

Microsoft Phone Systems may seem like a huge, intimidating competitor, but it’s actually not that difficult to win sales against them. Bicom Systems has determined that they have three major weaknesses that we can easily compete with.

1. Microsoft phone systems are based on IT-applications, not just voice communications. They are not specialized in voice and don’t understand all that goes with it. For them, it’s just one application among many. Your company can compete with this by showing the customer that you’re specialized in voice communications – the most important component. Bicom SystemsPBXware has excellent speech quality and high reliability, as seen in our projects involving Lync where the VAR had to drop using Lync.

2. Microsoft is more expensive in the long-run. Ask your customer to think about the next 3-5 years and prepare a cost comparison for them to look at. With Microsoft, software needs constant upgrading which is much more costly than the simple hardware upgrades or add-ons they’ll have with a voice-centric business. With Bicom Systems customers can simply add-on to PBXware as they wish without spending on constant upgrades and ‘newer’ software.

3. Stability. The simple fact is that every major vendor chooses the Open Source base of Linux upon which to build their phone systems. Do you want to be rebooting your phones as often as you do your Microsoft PC?

4. Finally, everyone has some sort of pre-formed opinion about Microsoft. Take advantage of this. If your customer has had bad experiences with Microsoft, it will be easy to win the sale against them! Start by asking your customer about their experience and take the opportunity to respond to any issues they’ve had. For example, if one of our potential customers has had breeches of security with Microsoft, Bicom Systems tells them about our built-in security features.

Don’t let Microsoft’s big name intimidate you. They may be a huge player in the industry, but they’re not specialized in voice communications and can’t compete with the higher performance and lower price of specialized companies.

This post is part of a series: Read the others be clicking below:

How to Win More PBX Sales

How to Compete with Alcatel Lucent

How to Compete with Shoretel


How to Compete with ALCATEL PBX Telephone Systems

Written by Stephen Wingfield on . Posted in Competitors, IP Phone, PBX System, PBXware, Phone Company, Phone Systems, Telephone Systems

Alcatel Lucent is a large industry leader that may be intimidating to competitors at first. But the secret to winning a deal against Alcatel PBX telephone systems is to take advantage of their weaknesses.

For example, Alcatel Lucent has big promises and plans but does not offer much when it comes down to the details. If you’re up against them, provide plenty of information about details to the customer. Offer them a clear road map about where your product will take them over the next few years, explaining each step of the process in detail. Bicom Systems utilizes our Account Managers to walk customers through each step in the buying and installation process and even beyond. Clients have someone to turn to with questions and doubts even after the sale has been completed.

Another weakness is Alcatel Lucent’s lack of partnerships and alliances. They may be a giant industry leader, but they work alone. Make your product stand out by highlighting your partners and the features that they integrate. Although Bicom Systems is still a very young company we have already struck up with some of the industry’s giants and will continue to do so.

Alcatel Lucent is also held back by cultural confusion. Lucent is clearly no longer American, but it is hard to see that Alcatel Lucent has embraced itself as a ‘world company’ in the manner that Bicom Systems was incepted.

Don’t even try to compete with Alcatel Lucent on price or functionality, it’s a waste of your time. On price, their handsets are given away to compensate for the 1 million functions that do not quite come together. Instead, convince customers that you are the best choice by offering them a complete product with complete support.

This post is part of a series: Read the others be clicking below:

How to Win More PBX Sales

How to Compete with Microsoft

How to Compete with Shoretel

Want to read more on Alcatel-Lucent’s strategies, check out Telecom Lead’s Alcatel-Lucent strategies: What’s missing?


The Side You Should Be ‘Aware-Of’ in this Business…

Written by Saulio Reyes on . Posted in CLEC, Hosted PBX, IP Phone, PBX System, Phone Company, Phone Systems

The technical side of a modern phone company…

As a developer and network engineer, understanding the way today’s hosted phone systems works is a fairly easy task. Yet such a profile is not found in every person that is willing to start in this business. In general, there are two profiles that look to start in this business more often:

Integrators: small, medium and large integrators used to serve the customer locally with well-known brands and a mix of digital and analog technologies.

Service Providers: on the other side, often Internet Service Providers and/or hosted services providers. Sometimes even CLECs already providing dial tone one-way or the other.

The Integrator

This is pretty much a salesman with a complete understanding of the phone systems’ capabilities and the handsets that are been implemented with it. Technical skills are crucial in order to take control and set up an optimal local network and the way of the IP terminals to the remote network were services are been hosted. In fewer words, a “Sales Engineer”.

  • Profile the customers and phone system feature set that will fit.
  • Identify market needs, pack and test those in an easy to deploy way.
  • Use the same hardware in all deployments; this includes switches, routers, IP phones and so on. Become a master of them (Standardize).
  • Know all the “good-things” about the system but more important have a better knowledge of its limitations. The work around will just appear.

The Service Provider

With a well-done Integrator part there is no need to worry about the sales, but you still have to take care of a few elements and be sure that he becomes an expert on them at the same time.

  • Path from customer to hosted services
  • Platform behavior in customer and data center environment
  • IP Trunking and Carriers Interconnectivity
  • Data Center Software and Equipment Management
  • A way to monitor and provide Security to all items above

In conclusion, either the Integrator has to also become the Service Provider or the Service Provider has to become an Integrator as well. Any other categories will have to become both of them in addition to anything else they do and/or could bring to the table.  This is not just a mind-set, I strongly suggest you understand the skills that each one must have in order to accomplish success. Of course, the mix of the two will simplify some things and won’t require duplicating all the human resources.

Consulting is always a good step in the process, me and my team are always available and willing to help, don’t hesitate to contact us. We also offer a number of solutions and products that may be of interest, such as our PBXware in the Business PBX, Multi-Tenant PBX, and Call Center PBX editions.