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.
Auto Dialer ICTBroadcast gives you complete options of a call center
ICTBroadcast support both Inbound and Outbound call center functionality :
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
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
ICTBroadcast does support predictive dialer mode of dialing , It intelligently predict number of calls to generate based on ACD , ASR and other parameters
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
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
Queues for Inbound Calling can be configured
A User can create 8 types of different Campaigns
Admin can create Extensions and configure Trunks
This feature can be enabled in campaigns
System provides you with an ACD - Automatic Call Distributor. ACD can route calls to Agents or queues based on pre established criteria
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.
Call Detail Record in system provides the detail information of a telephone call
Interactive Voice Response feature in ICTBroadcast is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients