WELCOME TO ICTCONTACT
ICTContact is advance contact centre solution featuring progressive dialing, multi tenant, unified communications and CRM business automation and integration supporting Voice, SMS, Email technologies suitable for contact centers, entrepreneurs and Service Providers. ICTContact offers smart webrtc agent based progressive dialing capabilities. It enables service providers to offer a wide range of contact center services to their users. It can be scaled to support thousands of agents also it fits most of the inbound / outbound contact center scenarios and business automation, It is simple, reliable, powerful and provides a user-friendly web portal for effective and efficient communications management
Contact Center Features:
- 1: General
Unified communication platform for Voice, SMS and Email
Multiple campaigns
Custom CallerId support for outbound campaigns
Campaign Scheduling
On premises and white label branding - 2: Broadcasting
2.1 Voice Broadcasting
Inbound and outbound campaigns
AMD detection, and option to drop message for machines
DNC Filter
Opt-out / Unsubscribe IVR (Add to DNC)
User defined Limits on call and ring duration
SIP and PSTN (E1 / T1) Support
2.3 SMS Broadcasting
Personalized message support (Using Contact Tokens)
Unicode messaging support
Concatenated / Multipage Messages
Billing support for GSM-7, UTF-8 and for Unicode
SMPP, HTTP based trunk support
2.4 Email Broadcasting
Personalized message support (Using Contact Tokens)
Confirmation and cancellation links
Embedded images support
Attachment support
Forced Footer for disclaimers and unsubscribe links - 3. IVR Campaign
IVR Studio with drag n drop support
Inbound IVR Campaigns
Remote party API
Conditional Flow
Customize TTS Message (Using Contact Tokens)
Multiple TTS Engines are supported - 4: Unified Communication
Campaign for multiple services like
Voice
SMS
Email
Unified contact
Multi service billing
Separate routes and rate for each kind of service - 5: Law Compliance
DNC Lists
Time restrictions
CallerID enforcement
Campaign scheduling
Opt-out, Unsubscribe option
Call recording - 6: Accessibility
Quick campaign launch
Reusable resources / recordings
Record voice messages over phone call
Dynamic report base on date range - 7: Bulk Operations
Import / Export Contacts using CSV
Export Campaign results
Export CDRs
Import / Export Routes / Rates using CSV - 8: Contact Management
Unified contacts
Custom Contact Fields
Schedule and expiry features for campaign contacts
Contact Group / Multiple Group support
HLR Lookup to fetch extra contact information
Contact filtration based on CNAM / HLR data
Generate new contact groups from results
Duplicate contact filtration
Import / export Contacts using CSV - 9: Live Monitoring
Live Campaign progress
Active call list
Queue and Agent Statistics
System statistics - 10: Reports
Complete log of call activity
Billing / CDR Reports
Separate report for each type of campaign
Export reports to CSV files
Client input / DTMF logging and reporting
Call Recordings and media reports
Generate custom report using date range - 11: Integration
Rest APIs for Contact and Campaigns Management
Rest APIs for Provisioning and user management
Rest APIs for User System Management
Push Call Status
3rd party SOAP and REST APIs integration in IVR - 12: Call Center
Inbound / Outbound Dialing
Progressive Dialing
Agent panel / dashboard
Live agents and Agent presence
WebRTC based Web phone
Agent scripts / Dialogue
CRM Integration / Call Popup
Attended and blind call transfer
Live statistics for agents and queues
Agent Supervision, listen or barge into live calls
Call recordings
Call Queues / Skill groups and Music on hold
Agent performance reports
Agent Evaluation
Automated call flagging
Evaluation forms
Agent Evaluation reports - 13: Performance and Scalability
Thousands concurrent channels (500 channels per server)
Database Load balancing
Campaign Load balancing for Voice traffic - 14: Internationalization
Multi Language interface
User specific timezone
Ready for international A-Z routing / Dialing - 15: Security
Comprehensive permission and role management
Protection against DDoS and Brute-force attacks
Builtin Firewall
Best Security practices - 16: Backup / Failover
Backup on Local and remote servers via FTP or SFTP
Automated data synchronization between servers
Automated service recovery in case of failure - 17: MultiTenant Support
User Resource isolation
Authorized access on user data
Dialplan isolation - 18: Administration
Login as user
Create dedicated or shared trunks for users
Create queues and extensions for users
Enforce specific CallerId or limit user to only assigned DIDs
Day / Time-slot restriction on per user basis - 19: ITSP Features
MultiTenant Support
Prepaid Billing
Rate and Routing support
OCN based routing for ported numbers
Multiple rate plans
Comprehensive permission and role management
Quota allocation for extensions, free minutes etc…
Packages and subscription system
Enable / disable Feature, Resources accordingly to packages / roles - 20: Ownership
On premises setup
Life time licensing option
Own termination PSTN, E1/T1 or VoiP
Open Source (with few compiled file)
White label / Branding - 21: Support
Free installation
Free initial support
24/7 Availability
Live chat, Email and Phone based support
On demand and yearly support packages
Customization and Development support
Free bug fix and security updates - 22: Licensing
Unlimited users
Unlimited extensions / agents
Unlimited campaigns
Unlimited contacts and calls
Life time or On lease licensing options
License up-gradation by paying only the difference
30 days money-back guarantee
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