Name: iCallify
Author: Inextrix Technologies

Help Desk

Web and Video Conferencing

Customer Support

JavaScript Frameworks

Development

Student Management

Education

Board Management

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Enterprise Generative AI

Policy Management

Enterprise

Accounting

Anti-Money Laundering (AML)

Invoicing

Nonprofit Accounting

Payment Hubs

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Corporate Volunteering

HR Management

Payroll

Recruitment Agency

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Authorization

Cloud Cost Management

Cloud Migration

Cloud Storage

Computerized Maintenance Management Systems (CMMS)

Data Mapping

Firewall Security Management

Fraud Detection

IT Infrastructure Monitoring

IT Operations Analytics

Integration Platform as a Service (iPaaS)

Managed IT Service

Network Performance Monitoring

Network Troubleshooting

Platform-as-a-Service (PaaS)

Product Implementation Services

Smart Contracts

Tape Storage

Technology Business Management

Workload Automation

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Appointment Scheduling

Audio Editing

Brand Intelligence

Content Management

Email Marketing

IP Geolocation

Marketing Automation

Social Media Management

Survey & Forms Building

Virtual Event

Web Analytics

Marketing

Project Management

Professional Services

Cross-Border eCommerce

Customer Relationship Management (CRM)

Headless eCommerce

Intelligent Virtual Assistant

Lead Generation Services

Lead-to-Account Matching and Routing

Sales Acceleration

Sales

Cloud Access Security Brokers

Database Security

Security

Civil Engineering

Hotel Management

Pharmacy

Vertical-Specific

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iCallify is a comprehensive and feature-rich contact center software designed to enhance customer experience and streamline business communication and reputation management. According to the vendor, iCallify caters to businesses of all sizes, from startups to enterprise-level organizations. It is used by call centers, sales and marketing teams, customer support teams, helpdesk teams, and technical support teams.

## Key Features

**Auto Dialer**: According to the vendor, iCallify automates the process of dialing phone numbers, increasing agent productivity and efficiency. It aims to reach more prospects and leads in less time while minimizing manual dialing errors and repetitive tasks.

**Power Dialer**: The vendor claims that iCallify enables agents to handle potential leads more efficiently, emphasizing the customer experience and personalization in sales campaigns. It is said to increase the chances of converting leads into customers.

**Predictive Dialer**: iCallify is designed to increase call connect rate and boost agent productivity by making cold calling, telemarketing, and similar campaigns faster and more effective. The vendor states that it automatically dials numbers when agents are available, reducing idle time.

**IVR (Interactive Voice Response)**: According to the vendor, iCallify greets and engages customers with a smart IVR system, routing calls to the appropriate department or agent based on customer input. It aims to improve customer experience by providing self-service options and reducing wait times.

**Preview Dialer**: iCallify provides a preview of leads to agents for data-driven and personalized conversations, according to the vendor. It is intended to be useful in campaigns like cross-selling, upselling, and referral marketing, increasing the chances of closing deals by providing context and relevant information.

**ACD (Automatic Call Distribution)**: iCallify aims to route incoming calls to the most suitable agent based on skills, availability, and other criteria, according to the vendor. It is designed to reduce call queues and wait times, improving customer satisfaction and increasing first call resolution (FCR) and agent efficiency.

**Email**: iCallify allows agents to send and receive emails within the contact center software, streamlining communication and ensuring all customer interactions are recorded and tracked, according to the vendor. It is intended to enhance customer service by providing a unified platform for email communication.

**SMS**: According to the vendor, iCallify enables agents to send and receive SMS messages within the contact center software, providing a convenient and efficient way to communicate with customers. It is said to increase customer engagement and improve response rates.

**Chat**: iCallify allows agents to engage in real-time chat conversations with customers, providing instant support and resolving customer queries quickly, according to the vendor. It aims to enhance customer experience by offering multiple communication channels.

**Voice Broadcasting**: iCallify enables businesses to send pre-recorded voice messages to a large number of recipients, automating the process of delivering important announcements, reminders, and notifications, according to the vendor. It is designed to increase reach and improve customer engagement.

Canadian company Mitel offers MiContact Center, a call and contact center solution designed for both small businesses and larger enterprises. It comes in several different iterations that support various needs and use cases.

Brightmetrics for Mitel MiContact Center

MiContact Center

Plan B

Plan A

Plan C

CrazyCall

iCallify

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Inextrix Technologies

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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iCallify

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What is iCallify?