ICTContact is a comprehensive, next-generation, omnichannel contact center software solution that combines the power of predictive/progressive dialing, IVR studio, built-in CRM, WebRTC-based agent panels, and advanced business automation. Built to support service providers, call centers, and enterprise-grade communication needs, ICTContact is multi-tenant and white-label ready, enabling complete branding flexibility and scalability. With support for Voice, SMS, Email, Social Media, and Web Chat channels, ICTContact is designed to empower businesses to deliver superior customer experiences, optimize agent productivity, and streamline communication workflows.
ICTContact Covers All Modes of Communication:
Outbound Communication
ICTContact supports automated outbound campaigns using predictive and progressive dialing. It enables businesses to reach customers efficiently through voice, SMS, and email channels.
Inbound Communication
With published DID numbers, ICTContact handles incoming calls and routes them to agents or custom IVR flows, ensuring effective support and response management.
Dynamic Communication
ICTContact provides powerful REST APIs for real-time integration with third-party applications, enabling automated workflows and dynamic communication triggered by external systems.
Omnichannel Communication
ICTContact enhances customer engagement by supporting multiple communication channels—Voice, SMS, Email, and Web Chat—from a unified platform. It ensures consistent and centralized interaction, improving responsiveness and customer satisfaction across all touchpoints.
Key Features of ICTContact – A Detailed Overview
1. Omnichannel Communication
ICTContact now supports true omnichannel communication. Users can interact with customers across various channels including Voice, SMS, Email, WhatsApp, and Web Chat. This ensures seamless customer journeys and synchronized interactions, regardless of the platform used by the customer.
For more detail visit https://www.ictcontact.com/omnichannel-communications-in-ictcontact-advance-contact-center-software/
2. Predictive & Progressive Dialing
ICTContact provides both predictive and progressive dialing options, ensuring higher call connection rates and efficient agent utilization. Predictive dialing uses statistical algorithms to predict when an agent will be free and places calls accordingly. Progressive dialing waits until an agent is available before dialing the next number, offering more control and a personalized approach.
3. IVR Studio (Visual Call Flow Designer)
The built-in IVR Studio allows users to design complex call routing logic using a drag-and-drop interface. Businesses can create custom IVR menus, automated responses, voicemail options, and more, without needing deep technical knowledge.
4. WebRTC Agent Panel
ICTContact includes a WebRTC-based agent interface for voice and video communication directly through the browser. It offers live status monitoring, call controls, contact details, and CRM access. Agents can handle multiple channels in a unified dashboard.
5. Built-in CRM
ICTContact features a lightweight but powerful CRM that allows storing customer information, tracking interactions, and managing communication history. Integrated deeply with contact center functions, the CRM supports lead management, opportunity tracking, and automation workflows.
For more detail visit https://www.ictcontact.com/ictcontacts-advanced-built-in-crm-operations-unveiling-new-features-and-enhancements/
6. Multi-Tenant and White Label Support
ICTContact enables service providers to offer dedicated portals to multiple clients. Each tenant operates in an isolated environment with individual agents, contacts, campaigns, and reports. Branding options allow providers to customize the platform with logos, themes, and domain names.
7. Inbound & Outbound Campaign Management
With support for both inbound and outbound campaigns, ICTContact allows businesses to receive incoming customer calls as well as initiate proactive outreach. Inbound calls can be routed via IVR or directed to the right agent queue, while outbound campaigns can be set up for promotional messages, surveys, or appointment reminders.
8. Collaboration Tools
ICTContact introduces agent collaboration features, allowing agents and supervisors to communicate via internal messaging, tag contacts, assign tasks, share notes, and escalate issues. This improves team efficiency and knowledge sharing.
For more detail visit https://www.ictcontact.com/ictcontact-improving-collaboration-with-advanced-technology-solutions-for-smooth-communication/
9. Dynamic Contact Management
The system supports importing, editing, grouping, filtering, and deduplicating contact lists. Users can segment contacts based on custom fields, campaign engagement, or communication history to ensure highly targeted interactions.
10. Real-Time Reporting & Monitoring
ICTContact offers comprehensive dashboards that provide live insights into campaign performance, call statistics, agent activity, and system health. Supervisors can monitor calls, whisper to agents, or barge into conversations when needed.
11. REST API & Third-Party Integration
For businesses seeking automation and integration, ICTContact offers RESTful APIs. These can be used to create contacts, initiate campaigns, fetch reports, and integrate with external CRMs, ERPs, or ticketing systems.
12. Role-Based Access Control (RBAC)
Administrators can create multiple roles with custom permissions, ensuring each user only has access to relevant parts of the system. This improves security and operational efficiency.
13. Multilingual Interface & Timezone Support
To support global operations, ICTContact provides a multilingual user interface and timezone-aware scheduling options. This makes it ideal for businesses operating across regions.
14. Campaign Automation & Scheduling
Campaigns in ICTContact can be scheduled in advance, set to repeat at intervals, or triggered based on specific CRM events. Combined with contact filters and retry logic, this ensures maximum reach and response rates.
15. Security & Data Privacy
ICTContact supports encrypted communication, secure authentication, activity logging, and multi-tenant data isolation. These features help meet compliance requirements including GDPR and HIPAA.
Pricing and Editions
ICTContact is available in multiple editions:
ENTERPRISE EDITION
ICTContact Enterprise Edition has been designed for organization’s needs such as , to market their products and services , interact with their customers, conduct surveys and set appointment with them , better communicate their employees and manage their workforce efficiently while
SERVICE PROVIDER EDITION
ICTContact Service Provider Edition has been designed for Interent Telephony Service Providers (ITSP ) to offer cloud based services to their customers ( organizations or individuals ) from their own platform.
For more detail about pricing kindly visit : https://www.ictcontact.com/pricing/