IconContact allows to create departments and agents
to manage the inbound and outbound calls.
Our Solution provides the ability to record each and every call made and received. Using a simple web interface , call records can be listened.
IconContact provides screen which displays all the calls currently running with the details of the client / phone number.
In order to manage multiple agents , extension numbers can be created using IconContact based on which the calls can be forwarded to them.
A detailed report of the call center activity can be generated using our system. Call history can be generated based on agents , time period ,successful calls , rejected calls etc.
This features helps agents get a view of clients who had called but due to some reason could not reach anyone in the support center. This feature lists all the requests for call back
Our solution comes with a pre-integrated Web RTC Dialer which enables agents to receive and make outbound calls from the browser.
IconContact is seamlessly integrated with our CRM and Help Desk system which helps agent to know the customer profile an the previously opened Complaint Tickets.
The feature helps any operations manager to manage shifts of their agents. Agents not in the shifts will not get any calls .
Inbound calls can be forwarded between the agents. This feature is very helpful during escalations
Our System supports call conference among multiple parties .
Iconcontact Support DND functionality where-in agents can change their status to DND incase they do not want to recieve inbound calls.
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