Call Center Support in ICTCRM
ICTCRM has all the basic call center functionalities. A call center is a physical place or office used for receiving or making a large volume of requests via telephone. This ICTCRM software fulfill both inbound and outbound call center functionality very well also it can be integrated even with an external call center.
ICTCRM gives you complete call center features
ICTCRM has two main types of calls or interactions that take place :
Calls that come into the center by clients that have a problem or want to ask a question. These calls are originated by the client, they can provide a great opportunity to delight them with exceptional service.
Calls that are originated by the contact call staff either for sales, customer service surveys or as a follow up to an inbound call request. Outbound call can take place at a random time that might not be convenient for the client.
Admin can create Agents in ICTCRM. These agents can handles incoming or outgoing customer calls
Queues for Inbound Calling can be configured
A User can create 8 types of different Campaigns
Admin can create Extensions and configure Trunks
This feature can be enabled in campaigns
Multi channel handling
You can have a Multi channel call center.
System provides you with an ACD – Automatic Call Distributor. ACD can route calls to Agents or queues based on pre established criteria
ICTBroadcast provides CRM – Customer Relationship Management. CRM enables call center agents to access information and knowledge in real-time to deliver the correct information to customers during telephone and online support calls.
Call Detail Record in system provides the detail information of a telephone call
Interactive Voice Response feature in ICTCRM is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients