Inbound / Outbound Call Center Support in ICTBroadcast autodialer / voice broadcasting software

Inbound / Outbound Call Center Support

ICTBroadcast autodialer includes all the basic call center functionalities , it also feature predictive dialing mode . A call center is a physical place or office used for receiving or making a large volume of requests via telephone. This Autodialer software fulfill both inbound and outbound call center functionality very well also it can be integrated even with an external call center.

automated dialer

Auto Dialer ICTBroadcast gives you complete options of a call center

ICTBroadcast support both Inbound and Outbound call center functionality :

Inbound-Call-Center

ICBroadcast does support custom IVR that user can easily create with the help of an advance drag and drop IVR Designer tool to receive incoming calls on published DID numbers and play custom IVR also these inbound calls can further be forwarded to queues / live agents for further supports

Outbound-Call-Center

ICTBroadcast does support verity of outbound campaigns like press 1 campaigns, survey campaign , appointment reminder campaign , Custom campaign , Subscription campaign , Agent campaign with option to forward calls of potentials customers to queues / live agents for further support.

Following is list of features that ICTBroadcast call center module supports

Predictive-Dialer

ICTBroadcast does support predictive dialer mode of dialing , It intelligently predict number of calls to generate based on ACD , ASR and other parameters

WebRTC softphone

ICTBroadcast offers integrated web phone for agents. Not only can it receive forwarded calls, but also enables agents to perform following actions.

Load contact details from CRM as popup / CRM

Load campaign Dialogues / script for personalized communications

Call Transfer

Agents

Admin can create Agents in ICTBroadcast. These agents can handles incoming or outgoing customer calls also following features are supported in ICTBroadcast

Set agent status Available / Unavailable

Agent login / logout support

Break for agents

Agent to agent transfer

Agents on public phones

Live agent statistics

Agent / call center reports

Agent Popup via custom URL

Agent dialogue (script)

Push Call Status

Agent performance evaluation and Evaluation reports

Call Recording

Queues

Queues for Inbound Calling can be configured

Campaign

A User can create 8 types of different Campaigns

Extension

Admin can create Extensions and configure Trunks

Speech Recognition

This feature can be enabled in campaigns

ACD

System provides you with an ACD - Automatic Call Distributor. ACD can route calls to Agents or queues based on pre established criteria

CRM

ICTBroadcast provides CRM - Customer Relationship Management. CRM enables call center agents to access information and knowledge in real-time to deliver the correct information to customers during telephone and online support calls.

CDR

Call Detail Record in system provides the detail information of a telephone call

IVR

Interactive Voice Response feature in ICTBroadcast is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients

WebRTC Configuration of ICTBroadcast

WebPhone support for Press 1 / Interactive campaign

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