ICTBroadcast as a Complete Call Center Software:
ICTBroadcast is a call center, and unified communications auto-dialer software that supports audio, sms, faxing and e-mail communications. It is just a complete software solution built around the open-source asterisk communication switch.
ICTBroadcast supports multiple kinds of telemarketing and broadcasting campaigns that meet the needs of a variety of business cases. Such telemarketing and call center campaigns make it a complete unified communications telemarketing and call center platform.
ICTBroadcast service provider edition is intended for Internet Telephony Service Providers (ITSP) who want to provide hosted auto-dialer, predictive dialer, progressive dialer, power dialer, and call center services to their business customers via their own platform.
ICTBroadcast Service Provider Edition includes unified communications, multi-service billing, an innovative routing system, and a payment management system, making it a great option for internet telephony service providers, telecom companies, and telecom operators.
ICTBroadcast supports a variety of calling modes, including progressive dialing, predictive dialing, power dialing, preview dialing, auto and manual dialing via WebRTC web phones. ICTBroadcast is however a comprehensive inbound and outbound call center software solution with a wide range of campaigns.
Inbound Call Center:
As an inbound call center mode, ICTBroadcast waits for calls on a DID (Direct Inward Dialing) and starts playing a saved IVR to the phone call, introducing available options, and then transmits the calls and messages to agents for more assistance. Agents can see inbound caller ID and call period details. At the final moment of each campaign, extensive campaign statistics are reported, along with caller information, call duration, and agent data. CRM systems are linked to improving business automation. The ICTBroadcast inbound function also allows users to undertake voice-based survey data.
Some features of Inbound Call Center are:
Interactive Voice Response (IVR):
Lead the customer through a Pre-recorded list of options. Establish it to initiate your client to the correct agent. Clients who hold down the required number obtain info.
If all agents are engaged, inbound calls are routed to the call queue. Designate a preference for every call based on established rules to determine that either call is answered initially. It cuts down on the customer's aggravating waiting period.
Outbound Call Center:
In outbound calls, ICTBroadcast switches a contact list just saved in the system, so once the call is accepted either by a receiver, it starts playing a pre-recorded message or IVR and waiting patiently for a DTMF key, generally 1, to still be pushed for transmission to an agent, however, if the necessary key is identified, the call is transmitted to agents for more actions. Agents can see inbound incoming Calls and call period data. Just at the final moment of each campaign, extensive campaign reports are calculated, including caller information, call length of time and operative statistics. Sometimes there, ICTBroadcast outbound call center offers power, interactive, dynamic, and predictive dialing modes.
Outbound dialing modes:
While modifying your Outbound campaign, you must select the dialing mode which perfectly serves your advertising policy. The dialing mode you select will be determined by the nature of the initiative, the number of agents designated to the campaign, and any applicable requirements.
The following are some Outbound Dialing Modes:
The dialer in Predictive Dialing utilizes a statistic to predict agent presence and call outcomes, allowing it to securely tap various mobile numbers for each obtainable agent. Agent inactive time has been reduced due to the frequent cost of dialing. Because it is the quicker dialing mode, use just strong campaigns that have at least 15 agents to minimize the chances of reaching the target.
In Progressive Dialing, the dialer just creates one call for every obtainable agent. Reduced likelihood of reaching the target rate. Be using limited campaigns with no more than 15 agents.
Preview dialing occurs when an agent demands records out from the system, thumbnails the record, and then determines to choose whether or not to connect the call. Using for rising campaigns in which individual account shareholding is a primary concern.
The agent will be more proficient in Power Dialing by minimizing spare time. Miss the preoccupied numbers and proceed to another one inevitably, increasing eﬀectiveness.
With auto-dialing, you can decrease leisure time and increase agent performance. It scrambles a large number of potential customers while rescuing the agent's work.
Virtual Phone Calls:
ICTBroadcast REST API provides improved and accomplish call center features such as inbound and outbound calling with different auto-dialing modes such as power dialing, predictive dialing, press 1 support, and dynamic dialing. ICTBroadcast REST API also allows for easy integration with any third-party implementation.
ICTBroadcast employs REST-based APIs to ensure smooth and simple information exchange and automation between our products and third-party implementations. It assists customers in automating one ‘s business processes, which assess the efficacy of performance and customer concern, encouraging better relationships with their customers.
All modes of communication are enclosed by ICTBroadcast:
ICTBroadcast unified auto-dialer originates calls towards remote destinations and accomplishes effective processes and activities.
With inbound mode enabled, all campaigns can start receiving calls on publicly available DID numbers via ICTBroadcast, the strong and unified auto-dialer.
ICTBroadcast provides a Rest API for integrating ICTBroadcast with third-party approaches to automate business operations.