Name: Intellicon
Price: 15 USD
Author: Intellicon

Help Desk

Web and Video Conferencing

Customer Support

Java Technologies

Service Mesh

Development

Academic Advising

Education

Business Intelligence (BI)

Collaboration

Desktop Publishing

Enhanced 911 (E911)

Interactive Voice Response (IVR)

Risk Management

VoIP

Enterprise

Accounting

Crypto Asset Management

Invoicing

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Credentialing

HR Management

Leave Management

Payroll

Recruitment Automation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Application Infrastructure

Cloud Storage

Data Masking

Email Verification

File Sync and Share

Fraud Detection

HTML Editors

IT Asset Management

Integration Platform as a Service (iPaaS)

License Management

Log Management

Machine Learning

Network Performance Monitoring

Network Troubleshooting

Operating Systems

Remote Support

Secret Managers

Software Distribution

Tape Storage

Threat Hunting

Threat Intelligence

Vector Databases

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Brand Intelligence

Content Management

Email Marketing

Graphics

IP Geolocation

Marketing Automation

Social Login

Social Media Management

Survey & Forms Building

Swag Management

URL Shorteners

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Video Surveillance

Security

Auto Repair

Building Information Modeling (BIM)

Emergency Notification

HIPAA Compliance

Laboratory Information Management

Legal Billing

Vertical-Specific

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Intellicon, developed by Contegris Pvt Ltd, is a contact center suite designed to optimize customer experience and streamline communication processes for businesses. According to the vendor, this solution caters to companies of all sizes, from small businesses to large enterprises, and is utilized by call center managers and agents, customer service representatives, sales and marketing professionals, as well as banking and financial institutions, e-commerce companies, and healthcare providers.

## Key Features

**Omni Channel**: According to the vendor, Intellicon allows businesses to engage with customers on their preferred channel, including phone, SMS, email, live chat, and social media. The vendor claims that this feature provides a seamless and consistent customer experience across multiple channels, increasing customer satisfaction by allowing them to choose the most convenient communication method.

**Real Time Dashboards**: The vendor states that Intellicon offers real-time dashboards to monitor various aspects of the system. This feature provides insights into key metrics and performance indicators, enabling data-driven decisions based on real-time information.

**Help Desk Automation**: According to the vendor, Intellicon automates help desk processes to increase efficiency and productivity. The vendor claims that this feature streamlines interdepartmental coordination and collaboration, improving response time and resolution for customer inquiries and issues.

**3rd Party Integrations**: The vendor states that Intellicon seamlessly integrates with CRM, helpdesk, ERP, sales portal, and e-commerce systems. According to the vendor, this feature enables seamless data flow between different platforms, enhancing data accuracy and eliminating manual data entry.

**Form Builder**: According to the vendor, Intellicon allows businesses to create multiple forms and attach them to different campaigns for data gathering. The vendor claims that this feature streamlines data collection and improves data quality by gathering useful information from customers through customized forms.

**Drag & Drop IVR Builder**: The vendor states that Intellicon offers a user-friendly drag-and-drop interface to design campaigns and interactive voice response (IVR) systems. According to the vendor, this feature allows businesses to create customized IVRs without the need for programming knowledge, improving customer experience by providing self-service options and efficient call routing.

**Voice Message Broadcast**: According to the vendor, Intellicon enables businesses to conduct personalized communication campaigns through voice messages. The vendor claims that this feature includes text-to-speech capabilities for customized messages, allowing scheduling of campaigns and real-time tracking of results.

**Intelligent Dialer**: According to the vendor, Intellicon provides an automated intelligent dialer to engage users. The vendor states that this feature optimizes call center operations and increases agent productivity, ensuring efficient and effective communication with customers.

**Contact Management**: The vendor states that Intellicon offers a contact management form to save contact information. According to the vendor, this feature allows businesses to access customer profiles and history for personalized interactions, enhancing the customer service experience.

**CTI Integration**: According to the vendor, Intellicon can be integrated with CRM, ERP, or database systems for a highly personalized experience. The vendor claims that this feature provides access to customer information and enables businesses to provide tailored services, improving efficiency and accuracy by eliminating manual data entry.

Basic

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Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Intellicon

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

Contact Center

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)

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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Intellicon

Overview

What is Intellicon?