ICT Broadcast brings another amazing feature for call centers and Agent support! WebRTC based Agent Panel for Agent to interact with callers / customers . Agent panel will supports Voice, SMS, Fax, and email communications technologies in future however we will discuss only voice communications here.

What is a WebPhone? and How does it help Agents?

A WebPhone is a WebRTC based phone that allows agents to receive incoming and make outbound calls using their browsers without any additional hardware or software. ICTBroadcast offers integrated WebPhone for Agents. It empowers agents to perform the following actions.

log in as an Agent

Users can even access integrated WebRTC Web Phone by login in as an agent by giving an extension and password.

Set Agent Status

ICTBroadcast provides an option to change the status of Agent, the agent can set his status as ready and not ready by selecting the appropriate status option from the Agent status box,

Note: The agent with ready status can receive, forward, or make calls

Break Reasons

When stepping away from their station, agents can set a named break reason rather than switching to a generic Not Ready status. ICTBroadcast supports three standard break reasons: Away, Lunch, and Meeting. To set a break reason, select it from the Agent Status dropdown in the agent panel.

Supervisors can see each agent’s current break reason in real time from the Agent Statistics :: Live view. Break reason data feeds into the Disposition Statistics report, helping supervisors track agent break patterns and total break time across shifts.

Predictive/Manual modes

ICTBroadcast provides options to agents to select the dialing method, either manual dialing (manual) or automated dialing (predictive). An agent can select the manual option to dial manually from a web phone or the select predictive option to let ICTBroadcast automatically dial the contact list

Show Dialogue/Scripts:

It provides you an option to display a campaign script/dialogue for each campaign.

Call on Hold

This is the option in ICTBroadcast for hold a call. An agent can hold during the live call to talk to other agents/persons to get updates/information for the customer.

Call Transfer to Another Agent

It provides an option to transfer calls, the agent can transfer the call to the desired extension. The agent can select the extension from the list by clicking the transfer button.

Attended Call transfer:

Attended call transfer is used when an agent put the call of customer on the hold and connects with another team member. The agent explains the case as well as the fact that he or she is transferring the call of the customer. Once he connects the customer to another team member and the conversation gets started, then only the main agent hangs up the call.

Blind call transfer:

Blind call transfer feature is used when an agent transfers the call to another team member without informing about the customer or case. In this case, it is also possible that the call
gets abandoned or the customer needs to share the same story again.

Multi-party Bridge

The Multi-party Bridge lets an agent conference a third party into an active call without ending the existing conversation. While on a call with a contact, the agent can dial a second number — such as a specialist, supervisor, or external resource — and bridge all three parties into a single call. This differs from a supervised transfer: the agent stays on the line throughout. Use Multi-party Bridge when you need to escalate or bring in expertise without abandoning the contact.

Campaign List:

ICTBroadcast provides an option to display a campaign list. An agent can monitor campaigns progress and status as shown

Contacts List:

ICTBroadcast provides an option to display the contact list. An agent can view contacts detail, also directly dial any person from the given list by click by the dial button. An agent can remove the desired contact from the list as shown:

Script:

ICTBroadcast provides an option to display script on screen. An agent can view script/content that being used in campaign as shown:

Update Contacts:

ICTBroadcast provides an option to update contact information. An agent can change/update contact information if required as shown:

Disposition:

ICTBroadcast provides an option to reschedule call times. In case of recipient do not take a call/busy, Agent can reschedule the call from the disposition option as shown:

The following reschedule time options are available:

10 Minutes: Retry the contact 10 minutes from now
30 Minutes: Retry the contact 30 minutes from now
1 Hour: Retry the contact 1 hour from now
Next Day: Schedule the retry for the following day
Next Week: Schedule the retry for the same time next week

Agents can also mark a call with a disposition outcome — Sale, DNC (Do Not Call), Busy, No Answer, or other campaign-defined results. Disposition data feeds directly into the Disposition Statistics report for supervisor review.

How to create a Dialogue script for agents in ICTBroadcast:

Admin/User can configure dialogue/personal scripts for agents in the following way:

Go to the Message menu from main-menu
Choose Dialogue/Script menu from sub-menu
Click the Add New button

Fill out all the fields and click Save.

Note: Users can make a dynamic/customized dialogue by using Tokens. Click on Show Available Tokens, to add tokens in dialogue.

How to assign a new Campaign to an agent

ICTBroadcast provides integration of Web-Phone in two campaigns only. To configure these campaigns you need to follow the steps given below:

Agent Campaign

Enter a Campaign Name
Select the contact group
Set outbound callerID
Set AMD option
Add URL of CRM for group

Both agent campaign and interactive campaigns can be configured to trigger a pop-up on the agent screen, the same URL should point to some CRM or another contact center. URL can be configured in the Contact URL field as shown in the following image

Select Dialogue

There is an option of Dialogue/Script under the general-options section in agent campaign or interactive campaign type where user can select recently created dialogues.

Webphone lets you customize the campaign script/ dialogue. It provides you an option to display campaign script/dialogue for each campaign. Agents can use this functionality by creating campaigns with dialogue.

Select Agent
Save the campaign

Interactive/Press 1 Campaign

Enter a Campaign Name
Select the contact group
Set outbound callerID
Set AMD option
Add URL of CRM for group