Amazon Connect Review

Written by Laura Espinosa on . Posted in Amazon Call Center, Call Center PBX

amazon connect call center

Knowledge is power, especially in the fast-paced world of technology where things are changing so quickly. At Bicom Systems we like to research and even test new products as they come out so that we know what we are up against.

One of our developers recently spent some time looking at the Amazon Contact Center solution and wrote a review for all of you:

Amazon Connect: A Review


The GUI is not anywhere near where it should be. The content is breaking out and overflowing. Components take up too much space that you do not needed. Everything is fixed, you cannot adjust the window size, etc.

Contact Flow

Creating call flow logic is very easy with their graphical interface. You have components in which you add and connect with wires and then make logic. The starting position is the number which callers will dial and then enter into the system. I tried some custom, it was not too complex and it worked. But the question is how it will behave in a more complex situation. There are still some GUI problems. For example, when you move or edit a component, the connection is lost and you have to wire it again. After publishing it will show you errors and where you should fix it.

Prompts and Text-To-Speech

Prompts have the capability to use text-to-speech or recording. Text-to-speech is great for building small prompts, but of course it only works only with English.


Amazon went with customizable reports, so it allows you to choose fields from a list and then you can save and run it again. This sound nice, but as I tried making a few reports – BAM – I would run into errors or fields that showed no data. If you want to talk optimization, well we know there is none. Even with little data, it requires a couple of seconds to build every report. And if you add fields, it takes longer and longer. So handling large data may not be possible.

The most annoying thing that I ran into was that when I was expecting certain data, it would not show at all or would show lower values than expected. So data accuracy is a big issue.

Also, unlike in our statistics, you cannot filter by time, for example from 8:00 to 11:00. You cannot break the data down to see all the CDRs an agent had at that time.

So statistics gets a big thumbs down. Though it may have plenty of filters and features, everything comes down to speed and accuracy.


Amazon took the approach of making everything customizable. But even with that in mind, there are too many things missing. First of all, you cannot create any queue strategies. You could create flows, but you cannot achieve automatization. Also, there are many instances of queue configuration on our system which would require big flows or be impossible to make. Statistics covers a lot of fields, but accuracy and speed are big problems here.

They have this simple WRTC softphone that works for simple functions – dial, hangup, transfer – but real call centers agents often need to see with whom they are talking. For now, the agent is put in this “after call work” state for every call, so there are no options like wrap-up time, auto pause, etc.

In conclusion, this software does not yet provide a good solution for large call centers. And even for small call centers, there are lot of bugs and GUI problems that need to solved.

If you would like to learn about our own call center solution, please visit our website.

More posts like this one:

call center

Call Center PBX: An Enhanced Software

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, PBX System

call center pbx

I recently stumbled upon an article claiming that PBX phone systems cannot replace call center software. My initial reaction was to scoff and dismiss it, but the article kept coming back to me as a response formed in my mind.

Rather than replying: “Yes, PBX can replace call center software”, I began to wonder why it has to be a question of one or the other – is it necessarily a replacement?

A PBX phone system that is dedicated to call centers is essentially enhanced call center software. Not a replacement, per se, but an improvement.

The aforementioned article challenged PBX phone systems on the basis that they do not offer the following features: Advanced routing, Call queueing, Live call monitoring, and Live reporting. The article further criticized PBX systems as less scalable than traditional call center software. Let’s go through these allegedly absent features one-by-one…

1. Advanced routing

Call centers are, by definition, dedicated to call management, so advanced call routing is essential. Call Center PBX solutions like PBXware offer skills-based routing, Interactive Voice Response (IVR), and Automated Call Distribution (ACD). Our skills-based routing supports the following criteria: skill level, training level, performance, availability, call priority, and queue load. Additionally, should a call need to be manually transferred, gloCOM shows the real-time status of other agents and supports instant drag-and-drop transfers to whoever is available.

2. Call queueing

Queues are, without a doubt, indispensable in any busy call center. PBXware supports not only unlimited queues and optional callback, but also real-time queue monitoring and statistics. Live wallboards with real-time queue stats enable call center agents to monitor and keep up with call traffic. Queue reports enable supervisors to achieve better customer service by forecasting call volumes, calculating agent requirements, and comparing results with expectations.

3. Live call monitoring

Constant call monitoring ensures optimum customer service quality and satisfaction. PBXware supports real-time agent monitoring and barging. Supervisors can drop in on calls unannounced and unnoticed to verify that call quality standards are being met. Alternatively, they could jump on a call to provide input or assistance without ever placing the caller on hold or transferring them. Call center agents perform more consistently when they know that a supervisor could be listening in at any moment.

4. Live reporting

Real-time reporting of call center statistics inspires agents to perform better and keeps supervisors informed on progress. PBXware gives data on queue statistics, call detail records (CDR), actions logs, and system CLI messages. Many call centers put these stats on wallboards so that progress is at the center of attention throughout the day. Detailed reports can also be run after the fact and delivered at a specified interval.

5. Scalability

One of our primary goals at Bicom Systems is to enable partners to grow. Your success is our success and we have helped entrepreneurs start from the ground up as well as large corporations expand even beyond what the knew they could. PBXware is highly flexible and can scale both up and down fluidly. Bicom Systems is committed to giving you a solution as small or large as you need to get started. We are confident you will grow, so we are happy to start slow and grow with you.

Call Center PBX solutions do not need to be an alternative to call center software, but an enhancement of the traditional software. PBXware Call Center PBX is a powerhouse under-the-hood with all of the features and technologies that busy call centers need, but wrapped up in a simple and user-friendly interface.

Learn more about our Call Center PBX solution on our website.


More posts like this one:


Is VoIP driving business away from you?

Written by Saulio Reyes on . Posted in Business PBX, Call Center PBX, IPPBX, Multi-Tenant PBX, PBX, PBXware, Unified Communications, VoIP


Over the years I have noticed that more and more of our new customers are no longer VoIP Entrepreneurs wanting to join the telephony provider venture. Seems like the more VoIP becomes the present and defines the future of communications, the more industries it touches.

These days, any business that provides IT industry related services is somehow related to, or forced to be related to, the communications infrastructure of their customers. Even better if the customer has some knowledge or is at least aware of the unified communications experience.  

Industries like Internet service provides, cable services, and/or fiber providers have already joined, are planning to join, or at least know the future is to integrate in order to gain and retain customers. To mention a few of the most common that will ring my desk, I should start with hosted service providers. Either hardware, software, or a mix of the two, is something that, sooner or later, VoIP has to become an integrated part of. Either a multi-tenant platform like ours in order to centralize all hosted PBXs, or separate Call Center/Custom environments, this is something that, along with other value-added features, a hosted service provider will get asked for pretty often.  

Other industries, less related to network services or hosted services like IT Managed Services, will encounter themselves one way or another supporting an IP Phone, a local PBX, or a PBX hosted by someone else. They will notice the additional revenue and increased customer retention will come as soon as they can also take care of the telephony needs. 

Many of my customers will often express how VoIP service may be just one service out of many, and maybe not the one that bring the most revenue in from customers. But VoIP is an essential piece of the relationship since it is the part that allows their customers to unify their communications, in addition to the suite of services it provides.

This article is a ‘heads up’ to all those out there that think VoIP services ‘could be’. Soon VoIP will be a ‘major’ part of any one proposal because it will become part of the request. The end-user likes to feel a level of unification that provides them the security that a single provider can serve, understand, and support all their technology components.

VoIP is so flexible that anyone that has a customer base and provides any type of service, even non-technology, could find a way to integrate it into their suite of services with a huge value and even bigger retaining element. Make it drive business towards you, not away from you. At this very moment deals are been turned down because the competitor shows a unified set of services with telephony, or impressed the customer with an additional service made possible by VoIP.

Just because everyone related is getting involved does not mean that it is easy. We still hear horror stories. Even that the voice quality is not working out, loss of RTP, but less. More and more it’s ‘how do I?’ Whether CRM integration or producing better reporting and so control of daily lives.

If you would like to explore your options, whether you are related to technology services or not, Bicom Systems would be happy to assist with whatever ideas you may have. We have not seen it all yet, but with the many we have worked with already, I’m sure you are at the right place for finding a solution. Our IPPBX PBXware comes in a Single Tenant Business Edition, Multi-Tenant Edition, and Call Center Edition, and the mix of all of them is as customizable and flexible as it comes.

call resolution

3 Ways UC Increases Call Resolution Rates in Call Centers

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, Unified Communications

call center

We have talked about Hosted VoIP in call centers as well as PBX Call Center software, but today is specifically about Unified Communications. What is the general purpose of any call center? Call resolution. That is exactly what a call center is created for – to answer and resolve calls.

Unified Communications contributes to improved Call Resolution Rates in a number of ways. Three specific features are:

1. Presence – Call Center agents that are on call can use Presence to quickly identify colleagues that are available to join the call or provide advice in another way like IM. This way the agent can stay on the call while seeking a solution rather than putting the caller on hold or sending them to unavailable extensions or voicemail.

2. Collaboration – Unified Communications makes it possible for Call Center agents to work together more quickly and seamlessly. Tools like IM, screensharing, or drag-and-drop conferencing mean a resolution is reached more quickly and efficiently. Agents that are on another call can still be reached through alternative methods.

3. Remote Agents – The ability to work from home or on the road means increased availability and flexibility. When more agents are available at more times, it becomes easier to resolve calls efficiently.

These and many other features make Unified Communications an ideal solution for Call Centers that wish to increase their call resolution rate. Our gloCOM app is the piece that ties together the rest of our telephony solution, putting all of our UC tools in one simple interface for your desktop or mobile phone. Learn more about gloCOM on our website.

More posts like this one:

  • How to Increase Call Center Productivity & Efficiency

  • 6 Guidelines to Choosing Call Center Software

call center software

3 Ways PBX Call Center Software Improves the Customer Experience

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, PBXware

pbx call center

The title says three ways to improve customer experience, but we all know there is really only one way to do that – by enabling and inspiring our agents, the ones who deal directly with customers. So these are really three tools that will inspire or enable your agents to enhance the customer experience.

1. Share Statistics – What better way to drive better customer service than to let agents see the positive impact of doing so. And of course a bit of healthy competition works well too. Call Center PBX even lets you show stats on a wallboard where agents can see it constantly.

2. Focus on Problem Solving – Rather than using call center software that focuses only on answering voice calls, expand to a unified communications solution that can shift the focus to actually addressing customer problems rather than just taking calls. gloCOM lets agents transfer calls, drag users into an instant conference, silently IM during a call, and much more. These tools let agents collaborate with other agents or supervisors to get to the root of a problem quickly and efficiently.

3. Make it Easy – Finally, cloud call center software is user-friendly, has a streamlined interface, and requires little to no IT help. If the technical side of call management is easy for agents, they will be happier, less stressed, and better equipped to deal with the personal side. Call Center PBX even offers a way for agents to take breaks so they can come back recharged, place themselves on “Do Not Disturb” so they can escape distractions, and much more.

If you are interested in learning more about Call Center PBX or downloading a demo, please visit our product page or sign-up for a free account to get in touch with an Account Manager!

More posts like this one:

  • 3 Trends in Call Center Technology

  • 6 Guidelines to Choosing Call Center Software

call center

3 Trends in Call Center Technology

Written by Laura Espinosa on . Posted in Call Center PBX, PBXware

call center

Call Centers that are thriving in 2016 pay attention to new trends and embrace new technology. In a world where innovation is happening every single day, businesses cannot afford to fall behind the trends. Call Center Software is constantly evolving to keep up with new technology. Let’s take a look at a few trends for 2016.

1. Cloud-based Software

As with most modern communications solutions, call center software is now available in a cloud-based format. The cloud offers many benefits to call centers of all sizes. With lower costs, enhanced usability, easy scalability, and more, Cloud Call Center Software will soon be the number one choice for call centers. PBXware Call Center edition is a cloud-based software.

2. Multichannel Communications

Gone are the days dominated by voice telephone calls; 2016 offers many other communication options. From instant messaging to video calling to screen sharing, call centers can now give customers choices to resolve problems more quickly and efficiently. Our gloCOM unified communications app offers all of these channels and more.

3. Better CDR

Finally, new call center technology means better tracking and performance management. CDRs are more accurate and detailed than ever, enabling managers to focus on efficiency and track improvements. Learn more about PBXware CDR features here.

If you are a call center, now is the time to jump on board with modern technological trends. Visit our website or contact us to speak with a real Account Manager.

More posts like this one:
call center

6 Guidelines to Choosing Call Center Software

Written by Laura Espinosa on . Posted in Call Center PBX, PBX System, PBXware, Phone Systems

call center software

1. Feature Set – The first and most obvious consideration is the feature set. Start by making a list of the non-negotiable features that your call center needs. Particularly useful features include predictive dialing, click-to-call, IVR, ACD, skills-based routing, etc. Do not settle for an option that does not have all of the features you require.

2. Integration – Call Center PBX software that can integrate with your other platforms, like your CRM, will increase ease-of-use and productivity. Better yet, a complete call center solution will come with all of the pieces already integrated into one package.

3. Scalability – One of the most important considerations is scalability. Once you finally select and implement call center software, the last thing you want to do is upgrade after a few years of successful growth and expansion. A great call center software will be highly flexible and able to grow with your company.

4. Reporting – The heart of any call center is, of course, the phone calls. So effective tracking and reporting are an essential part of call center software. Look for a solution with real-time reporting, administrator tracking, and CDR.

5. Customer Service – Any telephony solution is only as good as its customer service. This includes not only troubleshooting, but also the initial implementation process and training. Choose a company that backs its call center software with consistent quality customer support.

6. Pricing – While price should not be your primary consideration, your call center software should certainly fit within your budget. Pay attention to both up-front costs as well as maintenance and support costs that will come later on. Above all, look for a call center software provider that offers a free trial to test compatibility before making an investment.

Follow the above guidelines and you will be well on your way to choosing call center software. Get started by checking out our PBXware Call Center software.

More posts like this one:

call center

How to Increase Call Center Productivity & Efficiency

Written by Laura Espinosa on . Posted in Call Center PBX, gloCOM, Softphone, Unified Communications, Virtual PBX, VoIP

call center

PBX Call Center Software

The goal of any call center is to handle the maximum call volume as efficiently as possible. This means answering and resolving all calls favorably and quickly. While this may have been more difficult in the past, PBX call center software makes this possible for call centers across the globe today.

Call Center Productivity Tools

By enabling call center agents with the right tools, you can ensure maximum efficiency and productivity. Modern call center software allows agents to:

  • Solve caller problems more quickly – The primary purpose of call center agents, problem solving can be done more quickly with the right software. Call center applications like gloCOM enable agents to find a solution without hanging up or putting the caller on hold. Whether this means using instant messaging with coworkers or supervisors, instantly conferencing in another party, or transferring the caller to an available agent, the call will be brought to resolution more quickly.

  • Route calls more efficiently – Sometimes it just is not possible to resolve a call in one step, so the next best option is to get the caller to the right person as quickly and painlessly as possible. A good call center app will show the real-time status of other agents and support instant drag-and-drop transfers to whoever is available. Some PBX solutions will also offer skills based routing and more advanced queue options.

  • Stay more motivated – Agent burnout is a real problem in many call centers, so it is worth it to keep agents happy and motivated. Software like PBXware Call Center PBX can show real-time stats on a wallboard to encourage friendly competition and inspire agents to work more quickly. And a complementing app like gloCOM allows for monitored breaks that will keep agents energetic and happy. Supervisors can see which agents are inactive too often and take action accordingly.

More Productivity Means More Profit

The three ideas above are a starting point to making your call center more productive and, in turn, more profitable. The best part is that most PBX call center solutions will be scalable and allow you to keep up with the growth that is sure to follow.

To learn more about call center software solutions, check out our Call Center PBX page or contact us today.

More posts like this one:

call center voip

3 Benefits of Hosted VoIP for Call Centers

Written by Laura Espinosa on . Posted in Call Center PBX, Unified Communications

call center

We have discussed the benefits of hosted VoIP before, but today we want to focus specifically on the benefits of the cloud for Call Centers.

1. Scalability

While an on-premise call center solution is mostly static, a cloud solution can be scaled up or down fluidly. Growth is just a phone call away and necessitates neither a large investment nor new equipment. In the same way, a hosted call center solution can be scaled back down for slower seasons.

2. Affordability

As with most VoIP solutions, hosted call center software is much more affordable than its on-premise counterpart. Start with the up-front investment (or lack thereof) and continuing to monthly payments and maintenance or upgrade costs. Cloud call center solutions are much more budget-friendly for SMBs.

3. Accessibility

Call Center software can be daunting and confusing, especially with a high volume of calls. But cloud solutions take most responsibilities off the shoulders of the contact center. The service provider, and hopefully a dedicated account manager, take care of everything so that the contact center is free to focus on calls.

Above all, these three benefits give SMBs the chance to compete against enterprises and large organizations.

To learn more about cloud call center telephony, visit our website:

Or read more about the benefits of hosted call center solution from VoIP-News

More posts like this one:


PBXware Now Used in Prisons

Written by Laura Espinosa on . Posted in Call Center PBX, Case Studies, Custom Work, PBXware, Unified Communications, VoIP


Bicom Systems is pleased to announce its business relationship with Wateen Telecom in Pakistan to begin serving prisons.

Wateen Telecom, a converged communications service provider, aims to bring Pakistan into the 21st century and digital revolution.

This case began with a challenge in January of 2014: Wateen needed to supply a telephony system to the inmates of the Punjab Prison System in Pakistan. While similar to a call shop, this situation was unique and had some special requirements and obstacles.

Read about the solution that used PBXware and custom work in our Wateen Case Study.


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: Agent BLF

Written by Laura Espinosa on . Posted in Call Center PBX, Custom Work, PBX System, Phone Systems, Softphone, Telephone Systems, Unified Communications

call center

Presence is one of the most popular advantages of Unified Communications and, more specifically, gloCOM. The ability to check the status of employees or coworkers in real-time is invaluable to productivity and collaboration for call centers or other businesses.

But if it’s not working correctly, what’s the point?

We created a custom solution that lets agents check and make sure presence is working on the telephone system correctly.

We give a BLF button to all users, allowing them to see if they are logged in or not and to log in or out with just a quick press of the button.

This is particularly useful for large enterprises or call centers that have many users online at any given time.

call center

Call Center Motivation

Written by Laura Espinosa on . Posted in Call Center PBX, PBX System, Support

call center motivation

MOTIVATION is essential for Call Center workers whose work is typically monotonous and done individually. The nature of Call Center work lends itself to decreased performance and a high turn-over rate. But a good motivator in the office can make all the difference and improve customer service, attendance, and staff retention.

Motivation is simply and easy if you keep some key factors in mind:


The Rounded Approach involves three key points to consider when motivating a team:

  1. Goal: You must define a clear goal of what needs to be done.

  2. Capability: Ensure that your team is able to complete that goal.

  3. Incentive: Offer a reward (or consequence) that your team responds to.


Clinical Psychologist Frederek Herzberg established the Hygiene Factors theory for team motivation. In this theory, some factors (known as hygiene factors) only motivate if taken away, while are factors (known as motivators) motivate when provided.

Hygiene Factors:

  • Policy

  • Office Relationships

  • Work Conditions

  • Salary

  • Company Benefits

  • Status

  • Security

  • Personal Life


  • Achivement

  • Recognition

  • Work Accomplishments

  • Responsibility

  • Advancement

Find a way to give those motivators to your employees for a happier and more productive team.


Consequences motivate people to change their behavior and meet the given goals.

Consequences can come in many different forms:

  • Positive – prizes or rewards to reinforce good behavior

  • Negative – discipline or confiscation to punish poor behavior

  • Immediate – today, this month, this quarter

  • Future – next year, next season, down the road

  • Certain – something that will definitely happen when the goal is reached

  • Uncertain – a potential outcome that may or may not happen

The type of consequences that will have the most impact on your team are positive, immediate, and certain. For example, promising (certain) extra vacation days (positive) if the team meets this month’s sales goals (immediate) will motivate the team more than threatening potential (uncertain) pay cuts (negative) if sales do not improve over the coming months (future).

Positive consequences like prizes or rewards do not have to cost money. Other positive motivators can be forms of recognition like certificates or titles.


  1. To be an effective motivator, you yourself must be motivated. A motivated leader will be evident to a team via confidence, passion, and enthusiasm, and will inspire motivation.

  2. Motivation necessitates measurable goals. This does not necessarily mean quantitative goals, but a way to determine whether or not the goal was met.

  3. Remember that motivation does not last indefinitely. It is not a one-time activity that will make its impact and last forever. Motivation must happen on a regular, even daily basis.


Different people are motivated in different ways. Determine where your team members fall on the following chart and work to motivate them in those ways.


  • Towards – Motivation towards something positive (a raise when goal is met)

  • Long-Term – Goals for months or years out (an eventual promotion)

  • Big Chunk – A big goal that is probably long-term (double sales)


  • Away From – Avoid an undesirable action (a pay cut)

  • Short-Term – An immediate consequence or prize (extra day off this month)
  • Small Chunk – Break goals and consequence down (increase sales by 10% to earn a bonus of $100 per week or $3 per sale)

If you follow the above steps you will be on your way to having a motivated team in no time. Want to read more? Visit Training Cheat Sheet – Motivating Teams from Call Centre Helper

unified communications

Marketing Unified Communications

Written by Laura Espinosa on . Posted in Business PBX, Call Center PBX, gloCOM, Marketing, Multi-Tenant PBX, PBXware, TELCOware, Unified Communications


Unified Communications. We all know and understand the idea of Unified Communications, but do our End Users? Are you promoting the benefits of Unified Communications to their full extent?

The definition of Unified Communications is the centralization of communications to increase availability to users. Unified Communications are available at any time, from any place, and on any device. This translates to not only basic communications, but also extensive features that set your product apart from the competition.

So how do we convey the significance of that to our End Users? Focus on the real, immediate benefits to the user and create an environment that meets the users requirements so completely that they could not abandon it. The deeper the roots that the user develops in your solution, the more difficult it will be for them to abandon it.

Some features of Unified Communications to focus on:

  • Ability to work from anywhere

  • BYOD

  • Archived communications

  • Lower costs

  • Increased & more flexible features

…What else would you add to the list? Brainstorm about how Unified Communications benefits your End Users and share your ideas with us!

call center

Zamtel Call Center Consultation

Written by Laura Espinosa on . Posted in Call Center PBX, Case Studies, IP Telephony, PBX System

call center zamtel

Last year we worked with Necor Zambia Limited, a telephony reseller, to implement a call center solution for the Electoral Commission of Zambia (ECZ). On many occasion during that project we found ourselves working closely with Zamtel – the national incumbent of Zambia. We gained a mutual understanding and ultimately began an ongoing dialogue that has recently culminated into a whole new project in Zambia.


Bicom Systems Announces Strategic Partnership with VOIP INNOVATIONS

Written by Laura Espinosa on . Posted in Call Center PBX, IP Telephony, Multi-Tenant PBX, PBX System, PBXware, Press Releases, VoIP, VoIP Innovations, VoIP Providers

voip innovations

PITTSBURGH (7 August 2013) – Bicom Systems is pleased to announce its partnership with VoIP Innovations in order to combine our expertise and better serve the market with a synergy of telecommunication services.

VoIP Innovations, a Wholesale VoIP Provider based in Pittsburgh, “aggregates services from the nation’s largest telecom providers to give our customers the low Wholesale VoIP rates and network footprint needed to be competitive.” With more than 20 years of experience, VoIP Innovations is a leader in the market and serves customers around the world.


Why do we find you always coming back?

Written by Stephen Wingfield on . Posted in Call Center PBX, PBX System, Phone Systems

As August hits, parts of the world shut down for a summer recess, leaving opportunity, if only ephemeral, to pause and reflect.

The question that always puzzles me the most is: “Why do prospects always come back?” While many approach us with definitely projects that can be replied to and executed quickly, there are a significant number of first contacts that do not turn into immediate business. Some even take Biblical lengths of time to finally start – seven years being the longest so far.

So if you have contacted us before, but not yet concluded business with Bicom Systems, this is dedicated to ‘you’. Maybe now is the time to get started?

Here are the first few ideas that came to mind:

1. Lack of money

Let’s get this one straight up and out on the table. We do understand that, particularly for smaller businesses, cash flow can appear to be there one moment and gone the next. This really should not be a reason to put off the very plans that will bring in monies when they are most needed though. Our Account Managers have answers to help.

Please talk to us and, above all, please do not choose an inferior product today that you know in your heart you will have to replace in 6 months.

Is your situation that extravagant that you can afford such a forklift?

Above all though : like for like : we do not cost more than those other alternatives. We just do not and our support is unlimited. You are not going to be bled dry @ $150/hr precisely because the cheap product you bought can only work by paying for hours to just maintain simple customers.

2. The wish to start small and experimentally

So you are starting out and you want to minimize your risks. It just seems to make sense to choose an inferior product often third rate because then you can keep your efforts limited. Like for like

3. The other product looked better, but …

i) You just did not ask if we have it – we always have far more coming off the development track than we have yet had time to catch up with and publish. Please ask.

ii) When it really came down to and the customer asked for x,y & z – it was only possible if you paid them each little configuration. The system was just not open enough. Tell us which system. By now we’ve heard all the reasons their existing customers left them.

iii) Their support disappeared when the individual behind everything was too busy.

iv) Oh but I never imagined the customer would want : desktops, and now even a Call Center? and they want their mobile phones integrated? Help.

4. Internal Organization

a. Your manager has found himself with other projects

Your manager had you spend 3 months on this and then lost interest. Probably time we spoke with him or her and explained just how much we can help jump start this new venture.

b. You are that manager and there just is no time.

Possibly a very different approach is needed here. We can provide Maintenance Services where we manage much of the systems for you. Our latest TELCOware comes with some level of products pre-configured. We are also increasingly providing the marketing material to get you started.

5. That first prospect wanted something different

Only too often we have won business by providing a ‘best-fit solution’ for the ‘cost of off-the-shelf’. This is part of our policy to make sure that customers get ‘exactly’ what they need rather than paying large and it still not quite doing what it should. Again – please ask.

6. That first prospect wanted to go with a big name

The big names have heard of Bicom Systems, they already use us.

7. That first prospect wanted something cheaper

Again, see above. If, though, this is for a small business, we know the importance of you closing your first customer. Please talk to us.

8. You were looking for something we do not have: low cost appliances

It’s coming & soon. Yes though – we need to fill that gap.

Did I miss any? Please let us know. Ready to look again? We’re ready when you are.


Hosted IP PBX Solutions

Written by Laura Espinosa on . Posted in Business PBX, Call Center PBX, Hosted PBX, IP Telephony, Multi-Tenant PBX, PBX System, PBXware

As hosted IP PBX solutions take over the industry and replace and outdate other options, PBX resellers are faced with a unique opportunity; now is the time to begin offering hosted IP PBX solutions and claiming a niche in the market.

Many resellers have merely tweaked their current systems to allow for a hosted option, leaving much to be desired. Resellers that offer complete hosted systems fulfill a specific need in the market that has yet to be fully met. Now is the time to take advantage of this gap in service and begin offering complete hosted solutions that end users can rely on. Whether you are just getting started or wanting to upgrade to newer technology and solutions, Bicom Systems has the software and resources to get you started. With ample experience in the field of hosted solutions, Bicom Systems will provide you with software, hardware, marketing materials and an Account Manager to guide you.

Bicom Systems’ PBXware is the world’s first and most mature professional open standards turnkey telephony platform. Available in Business, Call Center, and Multi-Tenant, editions, PBXware allows you to deploy flexibly, reliable, and scalable hosted IP PBX communication systems.

Offering a true hosted IP PBX system provides End Users with a number of benefits:

  • Managed service with pre-defined service agreements
  • Remote management
  • Cost effectiveness
  • Future proofing
  • Predictable monthly service charges
  • Voice integration
  • Customization

Learn more at or contact us today at to claim your spot in the hosted IP PBX market. Or to learn more about how we’ve help other companies, check out our Case Studies.

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.


Partnership in Africa

Written by Laura Espinosa on . Posted in Call Center PBX, IP Phone, PBX System, PBXware, Phone Systems, Press Releases, Telephone Systems, VoIP, VoIP Phone, VoIP Phone System

Here at Bicom Systems we like to give our partners “free press” whenever we can. One of the ways we do that is through case studies. You can browse our gallery of case study on our website.

Today I’d like to take a few minutes to highlight one of our clients in Africa. Back in October we partnered with Necor Zambia Limited to serve the Electoral Commission of Zambia during a heated and important election.

After winning the bid to provide communication services to the Electoral Commission, Necor knew that they had to provide a higher quality of service than ever seen before in Zambia. They turned to Bicom Systems to help them in that task.

Bicom Systems offered a solution through our PBXware Call Center PBX edition with two M2000 appliances in mirrored failover. Each M2000 appliance had Sangoma A200 and A101 cards inserted.

(A special thanks to Sangoma for their help in dealing with the unusual configuration of Zamtel – the incumbent service provider).

Yealink T20P telephones were installed to complete the solution.

(Another special thanks to Yealink for being an important resource).

After a successful installation and traning, the product was delievered to the Electoral Commission of Zambia, surpassing their expectations and pulling the entire communiciations industry of Zambia forward with it. The election went smoothly thanks to a strong telephone systems that could withstand the dramatic increase in calls.

This is a huge success for both Bicom Systems and for NECOR, who has expanded greatly since partnering with Bicom Systems. With this successful partnership created, the sky is the limit, so to speak, for both Bicom Systems and NECOR Zambia Limited.

For more information, read the complete case study.

For other posts on our work in Zambia, see Zambia Presidential Election won with PBXware and Zamtel Call Center Consultation.


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


VoIP PBX Software & Systems

Written by Laura Espinosa on . Posted in Business PBX, Call Center PBX, IP Phone, Multi-Tenant PBX, PBX System, PBXware, Phone Systems, VoIP, VoIP Phone, VoIP Phone System, VoIP Software

voip systems

In September of 2004 Bicom Systems launched its PBXware software – a VOIP PBX Software System – in order to provide SMBs, enterprises, and governments worldwide with turnkey solutions that take account of clients’ exact needs within a very cost-effective framework.

voip softwareA VoIP PBX is similar to a traditional Private Box Exchange (PBX) except it provides service over the internet rather than using PSTN. This is also known as an IP PBX. VoIP Software relies on the Internet to transmit voice over an IP connection rather than a traditional phone system. VoIP Systems offer a more streamlined and less expensive alternative to traditional systems that require hardware and PSTN lines.

Bicom Systems’ VoIP PBX System – PBXware – is a cost-saving VoIP Software that unifies the most advanced of latest technologies to offer a flexible, reliable, and scalable VoIP Software to customers. PBXware is available in three editions: Multi-Tenant VoIP PBX, Business VoIP PBX, and Call Center VoIP PBX.

Also, visit our VoIP PBX Software & Systems wiki.

voip pbx

call center voip

Crib Sheet: Prospective Call Centers

Written by Stephen Wingfield on . Posted in Call Center PBX, PBX System

It goes without saying that each Call Center is different. Some are highly specialist boutiques in-house, serving the public or the organization itself. Others are large and dedicated to their trade, providing flexible campaigns to a wide variety of customers and many in low budget startup phases.

Here are some guiding questions that we at Bicom Systems have passed on to partners from time to time that have helped with prospecting.


  1. How many Agents are there ?
  2. How many supervisors are there ?
  3. Is this an inbound or outbound call center pbx ?
  4. Is a dialler needed ? (if so : how is the data being sourced ? this could be from a .csv, or live feed from a web site)
  5. Are dispositions needing to be entered ? this could be for either inbound such as ‘which product was bought’ or outbound such as ‘could you call back next Thursday?’ for which record and consequences are needed.
  6. Is call recording needed on an ‘all on’ basis or occasional? (depending upon the answer there is a vast difference of resource required in the capacity of the servers)
  7. Do you require redundancy ?
  8. How will you interface for trunks ? PSTN or SIP ?
  9. Will you use handsets or headsets ?
  10. What are the current platform’s positives and negatives ?
  11. Are there any special requirements ?
  12. Are there any like to have features ?

Depending upon the answers above the cost and scale of the deployment may vary considerably.

Typically a two quad core with 16Gb RAM can support about 60-70 agents on full call recording with supervisors running reports constantly. For larger deployments there is the need to separate services. It is possible to put a server in front of the queue registrations to perform the call recordings. Another may be used for the processing of the call reports. This way the core queues are able to support closer to 400 registrations.

As always – should be most interested in your own experiences …

See also: Crib Sheet: Multi-Tenant & TELCOware