ICTCRM features complete Inbound & Outbound Call Center features

by | Jan 27, 2019 | Uncategorized | 272 comments

Contents hide
1 Call Center Support in ICTCRM
1.1 Agents
1.2 Queues
1.3 Campaign
1.4 Extension
1.5 Speech Recognition
1.6 Multi channel handling
1.7 ACD
1.8 CRM
1.9 CDR
1.10 IVR

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.

automated dialer

ICTCRM gives you complete call center features

ICTCRM has two main types of calls or interactions that take place :

Inbound calls 

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.

Outbound calls

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. 

Agents

Admin can create Agents in ICTCRM. These agents can handles incoming or outgoing customer calls

Queues

Queues for Inbound Calling can be configured

Campaign

A User can create 8 types of different Campaigns

Extension

Admin can create Extensions and configure Trunks

Speech Recognition

This feature can be enabled in campaigns

Multi channel handling

You can have a Multi channel call center.

ACD

System provides you with an ACD – Automatic Call Distributor. ACD can route calls to Agents or queues based on pre established criteria

CRM

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.

CDR

Call Detail Record in system provides the detail information of a telephone call

IVR

Interactive Voice Response feature in ICTCRM is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients

External Call Center

Basic Call Center Auto Dialer

Automated B2B Telemarketing Software For Call Centers

Smart Inbound Call Center

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