ICTContact

Contact Center Features:

1. 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. 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. 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. 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. 5: Law Compliance
   DNC Lists
   Time restrictions
   CallerID enforcement
   Campaign scheduling
   Opt-out, Unsubscribe option
   Call recording
6. 6: Accessibility
   Quick campaign launch
   Reusable resources / recordings
   Record voice messages over phone call
   Dynamic report base on date range
7. 7: Bulk Operations
   Import / Export Contacts using CSV
   Export Campaign results
   Export CDRs
   Import / Export Routes / Rates using CSV
8. 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. 9: Live Monitoring
   Live Campaign progress
   Active call list
   Queue and Agent Statistics
   System statistics
10. 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. 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. 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. 13: Performance and Scalability
    Thousands concurrent channels (500 channels per server)
    Database Load balancing
    Campaign Load balancing for Voice traffic
14. 14: Internationalization
    Multi Language interface
    User specific timezone
    Ready for international A-Z routing / Dialing
15. 15: Security
    Comprehensive permission and role management
    Protection against DDoS and Brute-force attacks
    Builtin Firewall
    Best Security practices
16. 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. 17: MultiTenant Support
    User Resource isolation
    Authorized access on user data
    Dialplan isolation
18. 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. 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. 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. 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. 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
    

    Visit ICTContact Site