Call Queues Call queueing is a concept used in inbound call centers. If the number of calls increase and no agent is available then system automatically puts the calls in a queue. It is that waiting area of calls where they are put on hold and some music or recording...
Predictive Dialer In this document we have discussed that how we have implemented the predictive dialer capability in ICTContact. while implementing predictive dialling behaviour we faced two question. How many channels a campaign need ? and When we need to dial new...
ICTContact Web Phone (WebRTC Agent) ICTContact brings another amazing feature for call centers and Agents! Web Phone. What is a WebPhone? and How does it help Agents? A Web phone is WebRTC based phone that allow agents to receive calls using their browsers without any...
ICTContact also supports inbound campaigns that allow inward calling to a supplied DID number. Whenever there is incoming call received, ICTContact plays an IVR or recorded message (optionally), and on key press , ICTContact forwards interested callers to Live Agents...
There are many features and campigns offered by ICTContact and Inbound IVR is one of them. IVR campaign dials number from contact list, on answer by the recipient, play recorded message and if recipient presses desired key, it forwards recipient to a live agent for...
