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 Important Capabilities:
- Cloud-based contact centers
A hosted cloud provider internet server, a point through which the inbound and outbound all communications filter.They are accessible through anywhere over the internet and function the same as other contact centers. - Hosted contact centers
A contact center through which the contact center facilities are given to another company, that manages the system externally.It lead to better return on investment(ROI) for companies by minimizing upfront costs and maintenance. - Virtual contact centers
It allow the agents that are employed by the company to work remotely from home.It allows the agent flexibility and comfort, while simultaneously lowering costs for the company.
Contact Center Features:
- Social Media:
Twitter have become most popular customer communication platform of the Social media platform.It is made important for the companies to support these channels. - Mobile Access:
It is a demand of customers support for mobile-friendly communication services,such as application and text support. - Video Telephony:
FaceTime and Skype such as (IP/video) telephony services allow the customers to interact with the companies using video chat,allowing face-to-face interactions. - Advanced Analytic:
These analytic play an important role in predicting customer behavior. Speech analytic is used to monitor,evaluate and train contact center employees.
Contact Center Technology:
Contact Center technology infrastructure is refer to as a set of hardware, software and network components to efficiently operate a contact center, as VOIP Telephony and LAN Network.Technology within Contact Center includes:
- Automatic call distributor(ACD) system:
ACD is a computerized system that analyze the income call and distribute the call based on varying factors. - Email response management system:
It is a system that collects and analyzes the customer inquiries submitted through email,and route the inquiries to the appropriate agent. - Interactive voice response IVR:
It is a computer-based system that enables customers to use a keypad or voice commands to provide information without the assistance of a human agent. - Knowledge management system:
It is a central repository of information that can be easily searched, helping to cut down on agent training time.
5. Work Force Management System
It is a computerized system that helps with scheduling and staffing agents and managing agent performance.