Name: ICTContact
Author: ICT Innovations

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Enterprise

Accounting

CTRM

Corporate Performance Management (CPM)

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Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Performance Management

HR Management

Payroll

Talent Intelligence

Talent Management

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Workforce Management

Human Resources

AI Governance

Cloud Storage

Disaster Recovery as a Service (DRaaS)

Enterprise Flash Array Storage

Fraud Detection

IT Asset Management

In-Memory Databases

Integration Platform as a Service (iPaaS)

Network Operating Systems

Network Performance Monitoring

Phishing Detection and Response

SIP Trunking

System Monitoring

Traffic Switching

Unified Endpoint Management (UEM)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Customer Reference Management

Digital Signage

Email Deliverability

Email Management

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Marketing

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Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Intrusion Detection

Security

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Homeowner's Association (HOA) Management

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Vertical-Specific

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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.

Medium

Small

Large

Free

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

ICTContact

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

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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ICTContact

Overview

What is ICTContact?