Scalable Unified Communications for MSPs: Bicom PBXware | SourceForge Podcast, episode #151

Bicom PBXware gives MSPs and telecom providers a customizable communications platform to deliver business telephony, collaboration, and contact center services under their own brand. With centralized multi-tenant management, CRM integrations, and automation, PBXware helps providers streamline operations and expand their services as their customer base grows. In this episode, we speak with Jasmin Dolamic, Associate Deployment and Training Engineer, and Bernis Nukic, Junior Deployment and Training Engineer at Bicom Systems, about how the right unified communications vendor helps managed service providers scale beyond their first few customers. Drawing on their experience deploying PBXware and training partners, they explain why growth becomes difficult when configurations vary between customers, onboarding depends on improvisation, and critical knowledge lives in one engineer’s head. The discussion examines how centralized management, documented processes, and a strong vendor relationship help providers build repeatable deployments, reduce support complexity, and serve more customers without increasing their workload at the same rate. The conversation explores what that repeatability looks like in practice, from defining the scope of a first deployment to using migration checklists, testing calls before and after a cutover, and creating a template for future customer onboarding. Dolamic explains how SERVERware’s virtualization and clustering capabilities support hardware expansion alongside PBXware’s multi-tenant management. The guests also discuss bringing voice, email, WhatsApp, Facebook Messenger, and other channels into a shared agent workspace through gloCOM, allowing providers to add the channels each customer needs without assembling disconnected tools. They describe how CRM integrations connect communications to existing business workflows, giving agents access to customer information and interaction history while reducing manual recordkeeping. Nukic also explains how Event Publisher sends call events to other systems in real time, enabling workflows such as turning a missed call into a help desk ticket or automatically updating a CRM after a conversation. The episode also examines where AI can make a practical difference, including answering routine questions, handling after-hours calls, generating summaries, and giving supervisors live transcriptions and sentiment information. Nukic explains how AI agents can retrieve information from connected customer systems and transfer conversations with context, while leaving sensitive or complex issues to human agents. He recommends introducing automation gradually: start with useful call events, use transcripts to understand customer needs, and then build AI agents around clear, manageable use cases. Both guests emphasize that training, current documentation, responsive support, and ongoing ownership of AI features deserve as much attention as the product’s feature list. Their broader message is that providers should choose a partner for the business they expect to become, with the processes, integrations, infrastructure, and support needed to remain useful through each stage of growth. Learn more about PBXware: https://www.bicomsystems.com/?utm_medium=referral&utm_source=sourceforge&utm_campaign=sfpodep151 PBXware on SourceForge: https://sourceforge.net/software/product/PBXware/?utm_medium=referral&utm_source=sourceforge&utm_campaign=sfpodep151 The SourceForge Podcast by Slashdot Media gives you insight into the cutting edge of software. Interested in appearing on the SourceForge Podcast? Contact us: https://slashdotmedia.com/contact/ SourceForge Podcast on Apple Podcasts: https://podcasts.apple.com/us/podcast/sourceforge-podcast/id1736211195 SourceForge Podcast on Spotify: https://open.spotify.com/show/4OqO6a5WbfQHilWAfNq1MG The SourceForge Podcast is the world's largest B2B software podcast.