Name: ICTBroadcast
Author: ICT Innovations

Help Desk

Web and Video Conferencing

Customer Support

Flowchart

Text Editors

Version Control

Development

School Management

Education

Business Intelligence (BI)

Calibration Management

Collaboration

Enterprise Search

Meeting Management

Enterprise

Accounting

Accounting and Tax Services

Anti-Money Laundering (AML)

Cryptocurrency Wallets

Financial Research

Financial Risk Management

Hedge Fund

Tax Compliance

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Monitoring

Employer of Record (EOR)

HR Management

International Payroll

On-Demand Payment

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Business Process Automation

Cloud Data Warehouse

Cloud Storage

Complex Event Processing

Component Content Management

Data Governance

Density-Optimized Servers

Fraud Detection

Hosted Virtual Desktop

Integrated Development Environment (IDE)

Integration Platform as a Service (iPaaS)

Metadata Management

Network Performance Monitoring

Network Traffic Analysis (NTA)

Product Implementation Services

Test Management

User Activity Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Loyalty Program

Email Marketing

Location Intelligence

Marketing Automation

Referral Marketing

Search Marketing Intelligence

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Transcription

Professional Services

Customer Relationship Management (CRM)

Sales

Data Loss Prevention

Data-Centric Audit Protection (DCAP)

Operational Technology (OT) Security

Security Information and Event Management (SIEM)

Security

Awards Management

Car Rental

Construction Accounting

Legal Research

Retail Execution

Vertical-Specific

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ICTBroadcast is a web-based multi-tenant auto dialer and predictive software designed to facilitate mass communication campaigns for businesses and organizations. According to the vendor, it offers voice, fax, SMS, and email communication technologies, making it suitable for call centers, telemarketing companies, customer service departments, political campaigns, and non-profit organizations. ICTBroadcast caters to small to large-sized companies, providing them with a solution for their communication needs.

## Key Features

**Realtime Live Statistics**: According to the vendor, ICTBroadcast provides live chart-based reporting, allowing users to view and analyze their communication campaigns in real-time.

**Unified Auto & Predictive Dialer**: ICTBroadcast is a web-based multi-tenant auto dialer and predictive software that supports voice, fax, SMS, and email communication technologies, according to the vendor. This enables users to reach their audience through various channels.

**Advance WebRTC / Agent-Panel**: According to the vendor, ICTBroadcast introduces agent rating, allowing customers or call recipients to rate the performance of agents on a scale of 1 to 5.

**Three Level Multi-Tenant**: According to the vendor, ICTBroadcast supports three levels of multi-tenancy, including admin accounts, company/tenant accounts, and sub-accounts under the tenant account. This provides flexibility and control over user access.

**Inbound & Outbound Call Center**: According to the vendor, ICTBroadcast offers advanced and blended call features, including queues, agent panels, and WebRTC support, making it suitable for both inbound and outbound call centers.

**Scalable**: According to the vendor, ICTBroadcast is scalable to handle thousands of concurrent channels, enabling users to effectively convey their message to millions of recipients.

**ICTBroadcast Service Provider Edition**: According to the vendor, the SP Edition of ICTBroadcast allows Internet Telephony Service Providers (ITSP) to offer advanced communication services to their customers.

**ICTBroadcast Enterprise Edition**: According to the vendor, the Enterprise Edition of ICTBroadcast is a multi-user unified auto and predictive dialer software, designed to meet the communication needs of organizations.

**Survey & Polls**: According to the vendor, ICTBroadcast supports voice-based surveys, both inbound and outbound, and provides summaries and analysis reports for effective data collection.

**Appointment Reminder**: According to the vendor, ICTBroadcast automatically reminds customers of their scheduled appointments by calling them prior to the appointed time, reducing no-shows and improving customer engagement.

Omnichannel CX

Call Center Standard

Digital CX

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

ICTBroadcast

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

Contact Center

ICT Innovations

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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ICTBroadcast

Overview

What is ICTBroadcast?