We are pleased to announse the release of ICTContact Version 1.0.6 which is unified communications solutions for contact centers and CRM offering verity of communications technologies and integerations options

ICTContact 1.0 Features

1: General

  • Unified communication platform for Voice, SMS and Email
  • Multiple campaigns
  • Custom CallerId support for outbound campaigns
  • Campaign Scheduling
  • On premises and white label branding

2: Communications technologies supported

2.1 Voice

  • Inbound and outbound campaigns
  • AMD detection, and option to drop message for machines
  • DNC Filter
  • Opt-out / Unsubscribe IVR (Add to DNC)
  • User defined Limits on call and ring duration
  • SIP and PSTN (E1 / T1) Support

2.3 SMS

  • Personalized message support (Using Contact Tokens)
  • Unicode messaging support
  • Concatenated / Multipage Messages
  • Billing support for GSM-7, UTF-8 and for Unicode
  • SMPP, HTTP based trunk support

2.4 Email

  • Personalized message support (Using Contact Tokens)
  • Confirmation and cancellation links
  • Embedded images support
  • Attachment support
  • Forced Footer for disclaimers and unsubscribe links

3.4 IVR

  • IVR Studio with drag n drop support
  • Inbound IVR Campaigns
  • Remote party API
  • Conditional Flow
  • Customize TTS Message (Using Contact Tokens)
  • Multiple TTS Engines are supported

4: Unified Communication

  • Campaign for multiple services like
    • Voice
    • SMS
    • Email
  • Unified contact
  • Multi service billing
  • Separate routes and rate for each kind of service

5: Law Compliance

  • DNC Lists
  • Time restrictions
  • CallerID enforcement
  • Campaign scheduling
  • Opt-out, Unsubscribe option
  • Call recording

6: Accessibility

  • Quick campaign launch
  • Reusable resources / recordings
  • Record voice messages over phone call
  • Dynamic report base on date range

7: Bulk Operations

  • Import / Export Contacts using CSV
  • Export Campaign results
  • Export CDRs
  • Import / Export Routes / Rates using CSV

8: Contact Management

  • Unified contacts
  • Custom Contact Fields
  • Schedule and expiry features for campaign contacts
  • Contact Group / Multiple Group support
  • HLR Lookup to fetch extra contact information
  • Contact filtration based on CNAM / HLR data
  • Generate new contact groups from results
  • Duplicate contact filtration
  • Import / export Contacts using CSV

9: Live Monitoring

  • Live Campaign progress
  • Active call list
  • Queue and Agent Statistics
  • System statistics

10: Reports

  • Complete log of call activity
  • Billing / CDR Reports
  • Separate report for each type of campaign
  • Export reports to CSV files
  • Client input / DTMF logging and reporting
  • Call Recordings and media reports
  • Generate custom report using date range

11: Integration

  • Rest APIs for Contact and Campaigns Management
  • Rest APIs for Provisioning and user management
  • Rest APIs for User System Management
  • Push Call Status
  • 3rd party SOAP and REST APIs integration in IVR

12: Call Center

  • Inbound / Outbound Dialing
  • Progressive Dialing
  • Agent panel / dashboard
  • Live agents and Agent presence
  • WebRTC based Web phone
  • Agent scripts / Dialogue
  • CRM Integration / Call Popup
  • Attended and blind call transfer
  • Live statistics for agents and queues
  • Agent Supervision, listen or barge into live calls
  • Call recordings
  • Call Queues / Skill groups and Music on hold
  • Agent performance reports
  • Agent Evaluation
    • Automated call flagging
    • Evaluation forms
    • Agent Evaluation reports

13: Performance and Scalability

  • Thousands concurrent channels (500 channels per server)
  • Database Load balancing
  • Campaign Load balancing for Voice traffic

14: Internationalization

  • Multi Language interface
  • User specific timezone
  • Ready for international A-Z routing / Dialing

15: Security

  • Comprehensive permission and role management
  • Protection against DDoS and Brute-force attacks
  • Builtin Firewall
  • Best Security practices

16: Backup / Failover

  • Backup on Local and remote servers via FTP or SFTP
  • Automated data synchronization between servers
  • Automated service recovery in case of failure

17: MultiTenant Support

  • User Resource isolation
  • Authorized access on user data
  • Dialplan isolation

18: Administration

  • Login as user
  • Create dedicated or shared trunks for users
  • Create queues and extensions for users
  • Enforce specific CallerId or limit user to only assigned DIDs
  • Day / Time-slot restriction on per user basis

19: ITSP Features

  • MultiTenant Support
  • Prepaid Billing
  • Rate and Routing support
  • OCN based routing for ported numbers
  • Multiple rate plans
  • Comprehensive permission and role management
  • Quota allocation for extensions, free minutes etc...
  • Packages and subscription system
  • Enable / disable Feature, Resources accordingly to packages / roles

20: Ownership

  • On premises setup
  • Life time licensing option
  • Own termination PSTN, E1/T1 or VoiP
  • Open Source (with few compiled file)
  • White label / Branding

21: Support

  • Free installation
  • Free initial support
  • 24/7 Availability
  • Live chat, Email and Phone based support
  • On demand and yearly support packages
  • Customization and Development support
  • Free bug fix and security updates

22: Licensing

  • Unlimited users
  • Unlimited extensions / agents
  • Unlimited campaigns
  • Unlimited contacts and calls
  • Life time or On lease licensing options
  • License up-gradation by paying only the difference
  • 30 days money-back guarantee