Inbound / Outbound Call Center addon
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 :
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 the number of calls to generate based on ACD, ASR and other parameters
WebRTC softphone
ICTBroadcast offers integrated webphone for agents. Not only can it receive forwarded calls, but also enables agents to perform the following actions.
Load contact details from CRM as popup / CRM
Load campaign Dialogues / script for personalized communications
Call Transfer
https://www.ictbroadcast.com/WebRTC-WebPhon-for-Agents-Interactive-Press...
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
Agents / Queue live statistics
https://www.ictbroadcast.com/call-center-agents-reports-statistics-real-...
Agents performance and evaluation reports
https://www.ictbroadcast.com/user_guide#reports
Agents call spying and call barging
ICTBroadcast call center addon support call spying means admin can monitor and listen call during conversation also ICTBroadcast call centre add-on support call barging means admin can listen and speak with both agents and caller in middle of call
Campaign Statistics
Campaign Statistics
Agents scripts / dialogues
ICTBroadcast call centre addon features provisioning of communication scripts / dialogue that agent need to speak with caller , those scripts / dialogue will be written by management at ICTBroadcast web interface and thse will be available to agents during campaign
Multiple Campaign types
A User can create 8 types of different 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.
IVR / Press 1 campaign
Interactive Voice Response / Press 1 campaign ** 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
Call Centre agents evaluations reports , live statistics and Queus live statistics