ICTBroadcast allows you to create direct Inbound campaigns and interactive outbound campaigns. Both of these campaigns can be used to boost your productivity
following regulator’s rules and regulations.
Inbound Call Center: As Inbound call center mode, ICTBroadcast waits for calls to come on a DID and play saved IVR to caller presenting different options and on required keypress transfers the incoming calls to agents for further support. Agents can view information about incoming caller ID, call duration. Comprehensive campaign statistics are provided at the end of every campaign, with caller info, call duration, and agent data also CRM can be integrated for better business automation. ICTBroadcast inbound function also empowers admin/users to conduct voice-based surveys accordingly
Outbound Call Center: ICTBroadcast’s outbound call center features power, interactive, dynamic, and predictive modes of dialing. in interactive mode, ICTBroadcast dials a list of contacts already saved in the system (that can grow to millions of numbers also multiple contacts lists supported for each user) and once the call is received by the recipient, it plays a custom message and waits for some DTMF key to be pressed (usually 1# for transfer to an agent) and if the required key is detected, the call is transferred to agents for further processing. Agents can view information about incoming caller ID, call duration. Comprehensive campaign statistics are provided at the end of every campaign, with caller info, call duration, and agent data.
Virtual Call Center: This is a special call center type where agents work at home for companies that either utilize their services themselves or contract to provide telephone support services for others. ICTBroadcast can be used as a Virtual call center where agents may do telemarketing, customer service, third-party verification, or technical support for in-bound or outbound calls.