Inbound/Outbound Call Center Support
ICTContact autodialer incorporates all the fundamental call center functionalities. A call center is a physical spot or office utilized for accepting or making an enormous volume of solicitations/requests by means of telephone. This Autodialer software satisfies both inbound and outbound call center usefulness very well & it tends to be incorporated even with an external automated dialer
Auto Dialer ICTContact calls you complete alternatives of call center
ICTContact support both Inbound and Outbound call focus usefulness :
Inbound Call Center
ICTContact supports inbound call center functionality. Inbound calls will be received on published DID numbers, and these calls will be distributed to call center agents accordingly, and after playing custom IVR, likewise, these inbound calls can additionally be sent to lines/live agents/queues for further support
Outbound Call Center
ICTContact does support a variety of outbound campaigns, like the Agent campaign, with options to forward calls of potential customers to queues / live agents for further support.
Following is a rundown of highlights that the ICTContact call center module supports
WebRTC softphone
ICTContact offers coordinated web phones for specialists. Not only would it be able to receive forwarded calls, but additionally empower agents to perform the following activities.
Load contact details from CRM as popup/CRM Load campaign Dialog/ scripts for customized Communications Call Transfer Set agent status Available/Unavailable
Agents
Administrators can make Agents in ICTContact. These specialists can handle approaching or active client calls
Queues
Queues for Inbound Calling can be arranged
Extensions
Administrators can make Extensions and arrange Trunks
Speech Recognition
This element can be empowered in campaigns
ACD
A framework gives you an ACD – Automatic Call Distributor. ACD can course/route calls to Agents or queues dependent on pre built up criteria
CRM
ICTContact gives CRM – Customer Relationship Management. CRM empowers call-focused operators to access data and information continuously to convey the right data to clients during telephone and online help calls.
CDR
Call Detail Record in the framework gives detailed data of a telephone call
IVR
Interactive Voice Response can be configured in the ICTContact communication framework that assembles data and courses calls to the fitting recipients
