ICTContact – The Omnichannel Contact Center Software for Modern Business Communication

A Scalable, All-in-One Platform for Voice, SMS, Email, WhatsApp & Web Chat with Built-in CRM, Team Collaboration, and Intelligent Automation

In the age of digital transformation, businesses require more than basic dialer tools. They demand a centralized solution that streamlines customer interaction, campaign management, team collaboration, and sales workflows — all from one interface.

ICTContact is a powerful, web-based omnichannel contact center software designed for enterprises, telecom providers, and customer service teams. It enables seamless engagement across Voice, SMS, Email, WhatsApp, and Web Chat, while offering a built-in CRM, real-time agent tools, and team collaboration features to manage every aspect of customer experience efficiently.

Unified Omnichannel Communication

Connect Seamlessly Across Voice, Messaging, Email, WhatsApp & Web Chat

ICTContact centralizes all your communication channels in a unified dashboard, enabling efficient interaction with customers on their terms.

Key Features:

• Inbound and outbound WebRTC voice calls with progressive dialing

• SMS, Email, WhatsApp, and Web Chat messaging built-in

• Omnichannel Inbox for tracking full customer interaction history

• Real-time notifications and skill-based routing for agents

• Multilingual support and customizable communication flows

Built-in CRM: Lead, Contact & Deal Management

Manage Customer Lifecycle Without Leaving the Contact Center

ICTContact eliminates the need for third-party integrations with its fully integrated CRM system that handles everything from lead capture to deal closure.

CRM Modules:

• Lead Management: Capture, assign, score, and convert leads

• Contact Management: Unified contact profiles with interaction logs

• Deals: Visual pipelines to track deal stages and activities

• Agent popups with contact info, history, and scripts

Team Collaboration & Workflow Tools

Empower Your Internal Teams to Work Smarter and Faster

With ICTContact, your contact center becomes more than a place for calls — it’s a collaborative workspace that supports messaging, task management, and team productivity.

Collaboration Features:

• 1-on-1 and Group Chat with agents, teams, or supervisors

• Integrated WhatsApp chat for client interactions

• File sharing, chat history, read receipts, and typing indicators

• Assign tasks with deadlines, priorities, and progress updates

Contact Center Core Features

Complete Inbound, Outbound, and Blended Call Management

ICTContact includes a rich set of features to manage every contact center scenario — whether sales-focused, support-driven, or hybrid.

Call Center Tools:

• Progressive dialing with call pacing

• Inbound queue management with smart routing

• WebRTC-based Agent Dashboard with call controls

• Call transfer (blind & attended), call hold, whisper, and barge-in

• CRM integration with call disposition and notes

• Real-time agent and queue statistics

Broadcasting & Campaign Automation

Launch High-Volume, Multi-Channel Campaigns with Ease

ICTContact supports large-scale broadcasting across all supported channels with automation, personalization, and compliance features.

Broadcast Campaigns:

• Voice Campaigns with AMD detection and voicemail drops

• SMS Campaigns with tokenized messages

• Email Campaigns with templates, attachments, and unsubscribe links

• Time-based scheduling, retry logic, and recipient segmentation

• Opt-out, DNC, and regulatory compliance built-in

Visual IVR Studio

Build Intelligent Call Flows Using Drag-and-Drop Designer

Empower non-technical users to build complex call handling flows through a powerful, visual IVR editor.

IVR Features:

• Graphical drag-and-drop IVR studio

• Inbound IVRs with conditional call routing

• API-based interaction using REST/SOAP

• TTS and DTMF support for multilingual options

• CRM integration to personalize the caller journey

Real-Time Monitoring & Analytics

Track Campaigns, Agent Activity & CRM Metrics Instantly

With ICTContact’s built-in dashboards and reporting tools, managers stay in control and make data-driven decisions.

Analytics and Reporting:

• Live dashboards for campaigns, queues, and agent status

• Call Detail Records (CDRs), agent logs, and recordings

• CRM reports on leads, deals, and contact performance

• Exportable data in CSV format

Security & Compliance

Enterprise-Grade Protection and Regulatory Readiness

ICTContact includes robust security and compliance features to safeguard data, enforce policies, and ensure uninterrupted operations.

Key Protections:

• Role-based access and tenant isolation

• Brute-force and DDoS protection with built-in firewall

• Time zone and caller ID enforcement

ITSP & Reseller Features

Tailored for Telecom Providers with Advanced Routing and Billing

ICTContact supports service providers with full control over billing, routing, and resource allocation.

Provider Tools:

• Multi-tenant user management with resource quotas

• Prepaid billing with rate plan management

• Ported number routing (OCN-based)

• Subscription packages with feature control

• Reseller login, branding, and usage reports

Performance, Scalability & Licensing

Flexible Architecture for Small Teams or Global Operations

ICTContact scales effortlessly and adapts to the needs of your deployment environment.

Infrastructure Highlights:

• Supports thousands of concurrent channels

• Load balancing for voice traffic and database access

• White-labeling for branding and customization

• Lifetime licensing

Support and Services

Get the Assistance You Need, When You Need It

ICTContact provides top-tier support and extensibility for ongoing success.

Included Services:

• 24/7 support via live chat, phone, and email

• On-demand development and API customizations

• Free security patches and bug fixes

Use Cases of ICTContact

Industry Applications and Real-World Scenarios

Conclusion: A Complete Platform for Modern Communication

ICTContact is more than a contact center solution — it's a full-scale platform for customer engagement, internal collaboration, and business automation.

With omnichannel capabilities, an integrated CRM, and team collaboration tools, ICTContact helps organizations increase productivity, improve customer satisfaction, and reduce operational overhead — all while staying secure, compliant, and scalable.

ICTContact Website & Support Links: