inbound-and-outbound-contact-software

Offerings & Features

Agent Management

IconContact allows to create departments and agents
to manage the inbound and outbound calls.

Call Recording System

Our Solution provides the ability to record each and every call made and received. Using a simple web interface , call records can be listened.

Live Call Tracking

IconContact provides screen which displays all thecalls currently running with the details of the client / phone number.

Extension Mangement

In order to manage multiple agents , extension numbers can be created using IconContact based on which the calls can be forwarded to them.

Call History

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.

Call Me Back Option

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

Web RTC Dialer

Our solution comes with a pre-integrated Web RTC Dialer which enables agents to receive and make outbound calls from the browser.

Integrated CRM & Help Desk

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.

Shift Management

The feature helps any operations manager to manage shifts of their agents. Agents not in the shifts will not get any calls .

Call Forwarding

Inbound calls can be forwarded between the agents. This feature is very helpful during escalations

Call Conference

Our System supports call conference among multiple parties .

DND(Do not distrub)

Iconcontact Support DND functionality where-in agents can change their status to DND incase they do not want to recieve inbound calls.


Add-on Solutions

service

A complete end to end OSS/BSS Solution Platform which helps ISP's and Telecom Operator run their Broadband business...

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service

Our Solution allows Service Providers to quickly roll out their services and easy to use interface helps end users to connect and avail the service without hassle...

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Our Integrations

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