Inbound / Outbound Call Center

ICTBroadcast predictive dialer includes complete and advance call center functionalities such as inbound call center and outbound call center with power dialer, predictive dialer, press 1 dialer, Robo dialer, dynamic dialer modes. A call center is a physical place or office used for receiving or making a large volume of requests via telephone. This Autodialer software fulfills both inbound and outbound call center functionality very well.

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

ICTBroadcast does support custom IVR that user can easily create with the help of an advanced 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 a variety of outbound campaigns like press 1 campaigns, survey campaigns, appointment reminder campaigns, Custom campaigns, Subscription campaigns, Agent campaigns with the option to forward calls of potentials customers to queues / live agents for further support.

Following is a list of features that the ICTBroadcast call center module supports

Predictive-Dialer

ICTBroadcast does support predictive dialer mode of dialing, It intelligently predicts 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 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
call-queue-campaign

Agents / Queue live statistics

https://www.ictbroadcast.com/call-center-agents-reports-statistics-real-...

agents-queue-live-statistics

Agents performance and evaluation reports

https://www.ictbroadcast.com/user_guide#reports agents-performance-evaluation

Agents call spying and call barging

ICTBroadcast call center addon support call spying means admin can monitor and listen to call during conversation also ICTBroadcast call center add-on support call barging means admin can listen and speak with both agents and caller in the middle of a call

agents-call-syping

Campaign Statistics

campaign statistics Campaign Statistics

Agents scripts / dialogues

ICTBroadcast call centre addon features provisioning of communication scripts/dialogue that agent needs to speak with caller, those scripts/dialogue will be written by management at ICTBroadcast web interface and these will be available to agents during the campaign

Multiple Campaign types

A User can create 8 types of different Campaigns
types of 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 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 Queues live statistics

Smart Inbound Call Center