ICTContact

ICTContact is an advanced contact center software designed to meet the needs of contact centers, call centers, entrepreneurs, and service providers. With its comprehensive features such as predictive dialing, progressive dialing, IVR studio, multi-tenant support, and CRM integration, ICTContact is positioned as a solution for businesses of all sizes. According to the vendor, ICTContact provides a unified communication platform that supports voice, text, SMS, and email communications, allowing users to manage and integrate multiple communication channels into a single platform for efficient customer interactions.

ICTContact offers multi-tenant support, enabling different organizations or entities to use the software while keeping their data and resources separate. This feature is particularly useful for service providers who can offer contact center services to multiple clients from a single platform, ensuring data privacy and security.

The software includes a wide range of outbound call center capabilities, such as predictive dialing, progressive dialing, and power dialing, which automate the process of making outbound calls, potentially increasing agent productivity and maximizing call center efficiency. For inbound call center operations, ICTContact supports automatic call distribution (ACD) and interactive voice response (IVR), ensuring efficient call routing and allowing callers to interact with automated menus, potentially improving customer service and reducing wait times.

According to the vendor, ICTContact offers integration capabilities with various systems and applications, including customer relationship management (CRM) software. This integration allows agents to access customer information, history, and context during interactions, potentially enabling personalized and efficient customer service.

Administrators can manage users, permissions, and system settings through ICTContact's comprehensive administration features. The software also supports internationalization, offering a multi-language interface and user-specific time zones, as well as international A-Z routing and dialing, accommodating users from different regions and countries.

Supervisors can monitor and control calls in real-time using ICTContact, listening to live or recorded calls for quality assurance and valuable insights for agent training and performance improvement. The software also provides a range of reporting capabilities, generating summary and detail reports for campaigns, call activity logs, billing and CDR reports, and custom reports based on date range, potentially aiding in monitoring and analyzing call center operations.

ICTContact includes features for contact management, allowing users to import and export contacts, filter and sort contacts, and link contact groups to external databases.