ICTContact is an advanced, white-label, multi-tenant contact center software that goes beyond traditional communication tools to deliver a complete omni-channel communication experience. Designed for call centers, service providers, entrepreneurs, and enterprises, ICTContact features an intuitive IVR studio, integrated CRM operations, and business automation tools to support both inbound and outbound communication strategies.
With smart WebRTC agent-based manual dialing, preview dialing, and inbound dialing capabilities, ICTContact empowers service providers to deliver scalable and customized communication services to their clients. Its collaboration and automation features streamline workflows, boost customer engagement, and enable organizations to create meaningful interactions across voice, SMS, email, and fax channels.
ICTBroadcast is a comprehensive, white-label, multi-tenant auto-dialer software and call center software solution designed for enterprises, service providers, and organizations aiming to optimize their communication infrastructure. It seamlessly integrates Unified Communications capabilities—including Voice, SMS, Fax, and Email—within a single platform, ensuring streamlined operations and improved outreach. Built on the powerful and reliable open-source Asterisk communications engine, ICTBroadcast provides robust performance and scalability.
The platform supports multiple advanced dialing modes such as progressive, predictive, power, preview, and manual dialing through modern WebRTC-based web phones, enabling call centers to maximize efficiency, reduce idle time, and enhance agent productivity. Its flexibility makes it a perfect fit for businesses seeking to manage large-scale telemarketing campaigns, customer engagement initiatives, and automated outreach programs with ease.
Main Communication Features of ICTContact:
The following are some main communication features of ICTContact:
Multi-tenant Support:
ICTContact is a web-based multi-tenant software that provides each user with a separate web portal and data. Through the separate web portal, each user can have multiple agents. The user can manage multiple agents and can view the agents’ live statistics. Each user can separately and independently run multiple campaigns and can monitor the progress of the campaigns as well.
Omni Channel Communication:
ICTContact has made a major advancement by incorporating omnichannel communication capabilities into its advanced contact center software. By adding WhatsApp chat and ejabberd integration for smooth chat messaging, ICTContact enables businesses to engage with their customers across different platforms. This new feature set guarantees a unified communication experience, boosting customer engagement and satisfaction. Through consolidating different communication channels into a comprehensive system.
Agent-to-Agent Communication:
ICTContact empowers teams with seamless agent-to-agent communication, enabling Agents to connect and collaborate instantly without disrupting ongoing customer interactions. This feature allows agents to quickly reach out to colleagues, supervisors, or specialized departments during live calls or in between sessions, ensuring that accurate information and timely assistance are always available.
Through secure internal chat or transfer options, agents can discreetly consult with one another to resolve complex issues.
WhatsApp & Message Chat Support:
ICTContact extends its communication capabilities beyond traditional voice and fax by offering integrated WhatsApp and message chat support. This feature allows businesses to engage with their customers on one of the world’s most widely used messaging platforms, meeting clients on the channels they prefer and use daily. By supporting WhatsApp along with SMS and internal chat, ICTContact ensures that organizations can deliver truly omnichannel communication.
Built-in CRM Support:
ICTContact has significantly expanded its built-in CRM operations with a variety of new features aimed at streamlining and improving business processes. The new inclusion includes comprehensive management of leads and lead groups, facilitating targeted and efficient customer campaigns. ICTContat offers product management modules capabilities allow users/clients to seamlessly track product details, pricing, and inventory. Furthermore, the enhanced company’s features ensure businesses can maintain detailed records and cultivate stronger client relationships. The addition of sales invoices and quotes directly within the CRM further simplifies the sales process and enhances financial management. These improvements position.
Collaboration Tools:
ICTContact features robust collaboration features designed to streamline communication and enhance teamwork. The latest updates include agent-to-agent communication, enabling direct interactions for quick resolutions and efficient follow-up. The main communication features of ICTContact: the workflow. The agent group chat feature fosters collective discussions and information sharing within teams. Additionally, the new project module allows for task management and delegation, ensuring organized and timely project execution. An event calendar has also been introduced, helping teams to keep track of important dates, deadlines, and meetings.
Multiple Dialing modes supported:
Preview Dialing:
Preview Dialing gives agents full control over each outbound call. Before the call is placed, the system displays customer details (such as name, history, and notes) so the agent can review and prepare. Once ready, the agent manually initiates the call.
Key benefits:
- Allows personalized and informed conversations
- Reduces call drop rates and customer frustration
- Ideal for high-value or sensitive customer interactions
- Gives agents flexibility to decide when to place the call
Progressive Dialing:
Progressive Dialing automatically places the next call as soon as an agent becomes available. Unlike predictive dialing, it ensures that a live agent is always ready before the call is connected, minimizing abandoned calls.
Key benefits:
- Ensures smooth call flow with minimal idle time for agents
- Reduces call drops and improves customer experience
- Balances automation with human availability
- Best suited for medium-volume campaigns where quality matters as much as quantity
Manual Dialing:
Manual Dialing allows agents to dial numbers directly from the WebRTC Softphone. It gives complete control to agents when contacting customers, ensuring a personalized and deliberate approach to every call.
Key benefits:
- Ideal for high-value or sensitive customer interactions
- Allows agents to research before dialing
- Provides flexibility in handling specific cases
- Ensures better relationship-building through personalized outreach
Inbound Dialing Support:
ICTContact not only excels in outbound communications but also provides robust inbound dialing support. This feature enables organizations to handle incoming calls from customers efficiently, ensuring no lead or inquiry is missed. With advanced call routing, businesses can direct calls to the right agent or department based on predefined rules, IVR selections, or skill-based routing. This creates a smooth customer experience, reduces wait times, and ensures that clients receive immediate assistance.
Main Communication Features of ICTBroadcast:
The following are some main communication features of ICTBroadcast:
Multi-Tenant & Multi-Campaign Support:
ICTBroadcast is a powerful web-based multi-tenant auto dialer software designed to support both administrators and end-users with separate, dedicated web portals. It ensures streamlined operations by allowing administrators to manage the platform efficiently, while users gain full control over their own accounts. Each user can independently create, configure, monitor, and manage multiple campaigns without interference. This not only enhances flexibility and scalability but also empowers service providers to deliver reliable and efficient communication solutions to a diverse range of clients simultaneously.
Unified Broadcasting
ICTBroadcast is a comprehensive web-based unified communication autodialer and telemarketing software that integrates multiple communication channels into a single platform. It supports bulk SMS marketing, fax blasting, voice broadcasting, and email campaigns, along with advanced features such as a smart autodialer and predictive dialer for maximum outreach efficiency.
With its wide range of broadcasting campaigns, ICTBroadcast is tailored to meet diverse telemarketing and communication needs. From voice, fax, SMS, and email to IVR campaigns, it serves as a complete unified broadcasting solution, enabling businesses and service providers to connect with their audience across multiple channels seamlessly.
Advanced Web-based IVR Designer:
ICTBroadcast comes equipped with a powerful web-based IVR Designer that allows users to easily design and customize IVR menus according to their specific needs. With its intuitive drag-and-drop interface, even non-technical users can create complex call flows without writing a single line of code. This feature empowers businesses to build interactive voice menus, automate responses, and streamline customer interactions effortlessly.
Multiple Dialing modes supported:
Predictive Dialing:
Predictive Dialing automatically places calls to multiple numbers simultaneously and intelligently connects only answered calls to available agents. This eliminates idle time and boosts agent productivity.
Key benefits:
- Reduces agent wait time between calls
- Increases call connect rates
- Ensures higher campaign efficiency
- Dynamically adjusts pacing based on agent availability
Preview Dialing:
Preview Dialing gives agents full control over each outbound call. Before the call is placed, the system displays customer details (such as name, history, and notes) so the agent can review and prepare. Once ready, the agent manually initiates the call.
Key benefits:
- Allows personalized and informed conversations
- Reduces call drop rates and customer frustration
- Ideal for high-value or sensitive customer interactions
- Gives agents flexibility to decide when to place the call
Progressive Dialing:
Progressive Dialing automatically places the next call as soon as an agent becomes available. Unlike predictive dialing, it ensures that a live agent is always ready before the call is connected, minimizing abandoned calls.
Key benefits:
- Ensures smooth call flow with minimal idle time for agents
- Reduces call drops and improves customer experience
- Balances automation with human availability
- Best suited for medium-volume campaigns where quality matters as much as quantity
Manual Dialing:
Manual Dialing allows agents to dial numbers directly from the WebRTC Softphone. It gives complete control to agents when contacting customers, ensuring a personalized and deliberate approach to every call.
Key benefits:
- Ideal for high-value or sensitive customer interactions
- Allows agents to research before dialing
- Provides flexibility in handling specific cases
- Ensures better relationship-building through personalized outreach
Fax & SMS Broadcasting:
ICTBroadcast is not limited to just voice campaigns; it also extends its powerful communication capabilities to Fax and SMS broadcasting. With Fax broadcasting, businesses can instantly send important documents, newsletters, invoices, or promotional materials to hundreds or even thousands of recipients simultaneously, saving time and reducing manual effort. The system ensures reliable delivery with detailed transmission reports and retry mechanisms for failed attempts.
Similarly, SMS broadcasting in ICTBroadcast allows organizations to reach customers on their mobile devices with personalized text messages. This can be used for reminders, alerts, notifications, promotional campaigns, or emergency messages. With support for bulk SMS delivery, scheduling, and recipient list management, ICTBroadcast enables businesses to run effective and timely SMS campaigns.
Attended & Blind Call transfer:
ICTBroadcast enhances call-handling efficiency with both attended (warm) and blind (cold) call transfer support, giving agents and users full flexibility in managing live interactions.
Attended call transfer is used when an agent puts the call of customer on hold and connects with another team member. The agent explains the case as well as the fact that he or she is transferring the call to the customer. Once he connects the customer to another team member and the conversation gets started, then only the main agent hangs up the call.
The blind call transfer feature is used when an agent transfers the call to another team member without informing them about the customer or case. In this case, it is also possible that the call gets abandoned or the customer needs to share the same story again.
Comparison of Communication Features:
Features |
ICTContact |
ICTBroadcast |
| Progressive Dialing Support | ✔️ | ✔️ |
| Preview Dialing Support | ✔️ | ✔️ |
| Manual Dialing Support | ✔️ | ✔️ |
| CDR Reports | ✔️ | ✔️ |
| Queue & Live Statistics Reports | ✔️ | ✔️ |
| Voice Broadcasting | ✔️ | ✔️ |
| IVR Designer/Studio | ✔️ | ✔️ |
| Personalized Communication | ✔️ | ✔️ |
| Multi-tenant/White-label Support | ✔️ | ✔️ |
| WebRTC-based Agent Panel | ✔️ | ✔️ |
| AMD and DNC Support | ✔️ | ✔️ |
| Custom Caller ID | ✔️ | ✔️ |
| Live Campaign Monitoring | ✔️ | ✔️ |
| Multi-service billing | ✔️ | ✔️ |
| Disposition Management | ✔️ | ✔️ |
| Rates and Routes Management | ✔️ | ✔️ |
| Call Recording Support | ✔️ | ✔️ |
| Auto & Predictive Dialing | ❌ | ✔️ |
| Fax Blasting | ❌ | ✔️ |
| SMS Communication | ❌ | ✔️ |
| Multiple Theme Support | ✔️ | ✔️ |
| Inbound Dialing Support | ✔️ | ❌ |
| Agent 2 Agent Communication | ✔️ | ❌ |
| Whatsapp Support | ✔️ | ❌ |
| Messaging Support | ✔️ | ❌ |
| Builtin CRM | ✔️ | ❌ |
| Agent Performance Module | ✔️ | ❌ |
Conclusion
When evaluating ICTBroadcast and ICTContact, the choice ultimately depends on the operational priorities of your organization.
ICTBroadcast stands out as a robust and scalable platform for enterprises that prioritize mass communication and large-scale broadcasting campaigns. With its multi-channel support, including voice, fax, SMS, and email, it is an ideal solution for organizations that require a high-performance auto dialer and unified communication tool to deliver messages effectively to a vast audience.
On the other hand, ICTContact is purpose-built for organizations seeking a feature-rich contact center solution with deep built-in CRM, advanced agent collaboration tools, and omnichannel communication capabilities. Its strengths lie in enhancing customer engagement, improving agent efficiency, and enabling personalized interactions, making it highly suitable for businesses with strong CRM-driven operations and customer support requirements.
In conclusion, if your organization’s core requirement is broadcasting at scale with reliability, ICTBroadcast is the right choice. However, if your focus is on customer-centric engagement, agent collaboration, and CRM-powered communication workflows, ICTContact emerges as the more strategic option.
Important Links:
ICTContact Contact Center Software’s Features
ICTBroadcast Unified Auto Dialer Software’s Features