Inbound / Outbound AI-powered Call Center
ICTBroadcast includes a powerful AI-powered predictive dialer along with complete call center functionality. The system supports both inbound and outbound call center operations, allowing organizations to efficiently manage a large volume of customer calls. For outbound campaigns, ICTBroadcast offers multiple dialing modes such as Power Dialer, Predictive Dialer, Press-1 Dialer, Robo Dialer, and Dynamic Dialing modes. These dialing options help agents connect with more customers in less time while reducing idle time between calls.
The platform also supports inbound call center operations, enabling businesses to receive and manage incoming customer calls through IVR menus, call routing, and agent queues. With these combined capabilities, ICTBroadcast works as a complete auto dialer and call center solution that helps businesses automate communication, improve agent productivity, and handle large call volumes efficiently.
AI-powered Auto Dialer ICTBroadcast gives you complete options of an AI-powered call center
ICTBroadcast supports both Inbound and Outbound call center functionality :
Inbound-Call-Center
ICTBroadcast supports custom IVR systems that users can easily create using an advanced drag-and-drop IVR Designer. Incoming calls received on published DID numbers can play customized IVR menus to guide callers through different options. These inbound calls can also be routed to queues or live agents for further support, helping businesses manage customer calls efficiently while improving the overall customer experience.
Outbound-Call-Center
ICTBroadcast supports a wide range of outbound campaign types to help businesses automate their communication and customer outreach. These include Press-1 campaigns, Survey campaigns, Appointment Reminder campaigns, Custom campaigns, Subscription campaigns, and Agent-based campaigns.
The system also allows calls from interested or potential customers to be forwarded to queues or live agents for further assistance. This helps organizations capture leads, provide immediate support, and improve customer engagement during automated campaigns.
The following is a list of features that the ICTBroadcast AI-powered call center module supports
Predictive-Dialer
ICTBroadcast supports Predictive Dialer mode, which intelligently controls the number of outbound calls generated during a campaign. The system automatically predicts how many calls to place based on performance metrics such as ACD (Average Call Duration), ASR (Answer Seizure Ratio), and other campaign parameters.
WebRTC softphone
ICTBroadcast offers an integrated webphone for agents. Not only can it receive forwarded calls, but it also enables agents to perform the following actions.
Load contact details from CRM as a pop-up / CRM
Load campaign Dialogues/scripts for personalized communications
Call Transfer
WebPhone support for Press 1 / Interactive campaign
Agents
Admin can create Agents in ICTBroadcast. These agents can handle 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://ictbroadcast.com/call-center-agents-reports-statistics-real-…
Agents’ performance and evaluation reports
https://ictbroadcast.com/user_guide#reports
Campaign Statistics
Agents scripts/dialogues
The ICTBroadcast AI-powered call center addon allows management to create and assign communication scripts for agents. These scripts or dialogues guide agents on what to say during customer interactions. Administrators can easily write and manage these scripts from the ICTBroadcast web interface. During active campaigns, the assigned scripts are displayed to agents so they can follow the correct conversation flow while speaking with callers.
Multiple Campaign types
A User can create 8 types of different Campaigns
ACD
The 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 AI-powered 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
The Interactive Voice Response (IVR) / Press-1 campaign feature in ICTBroadcast is an automated telephony system that interacts with callers through pre-recorded voice messages. It allows callers to respond by pressing keys on their phone keypad. The system can collect caller responses, gather basic information, and route calls to the appropriate destination such as a queue or a live agent.
WebRTC Configuration of ICTBroadcast
WebPhone support for Press 1 / Interactive campaign
Call Centre agents evaluations reports, live statistics and Queues live statistics