Product Overview
Intelligent Cloud Contact Center
Intelligent Contacts’ Hosted Contact Center HCC) is a full-featured inbound/outbound/PBX communication platform that includes predictive, power, progressive, and manual dialing modes, and sophisticated skills and priority-based inbound call routing. Our Intelligent Cloud Contact Center suite seamlessly supports multiple sites and “work at home” agents. Share campaigns, teams, and agents across the office or across the globe.
Our modern, seamless interface makes creating even the most complex inbound or outbound campaigns easy. Sophisticated call routing and dialing strategies are created and controlled through a “non-techie” interface consisting of checkboxes, sliders, drag-and-drops, rollover hints, and streamlined, contextual menus—no IT staff required!
With no equipment to buy or hardware to install, our cloud-based contact center software can be up and running in days—not weeks!
Specifications
Inbound / Outbound / Blended Call Center Platform | All Channel Communication (Email, Text, Chat, Voicemail Drops)
Our Intelligent Cloud Contact Center solution has everything you need to run a successful, modern call center. Harness the power of the industry’s most advanced and analytics-driven contact center technology—easily managed and infinitely configurable using a “non-techie” user interface.
Cloud Contact Center Features
Leverage agent capacity from anywhere on the planet—your office, home office, offshore, or anywhere in between. Intelligent Contacts makes it easier than ever to bring your team together and manage campaigns. Our virtual solutions provide complete freedom and flexibility.
Omnichannel Communication
Voice
Place outbound calls through manual or automated dialing campaigns. Or, receive inbound calls through skills-based IVR/Campaign routing.
Send an individual email to a consumer directly from the agent interface, or create and launch targeted email campaigns to large groups and consumer segments.
Chat
Engage consumers online through web chat to increase customer satisfaction, reduce complaints, and accelerate payments.
Ringless Voicemail Drops
Send a message directly to a consumer’s voicemail without their phone ringing. This could be either a limited content message or a full communication about their debt.
Outbound – 5 Unique Dialing Modes
Predictive
Real-time algorithms analyze call volume and automatically adjust dialing pace to maximize connections and reduce dropped calls.
Preview
Automatically presents agent with contact information prior to dialing the number—putting the agent in control of when the call is placed.
Power
Automatically dials numbers from an assigned list with pacing controlled by a set dial ratio or maximum % of dropped calls threshold.
Intelligent Queue
Allows a manager or “clicker agent” to manually launch calls from a list .
Manual
Allows agents to place individual calls by manually entering a phone number.
ACD Groups
Our Automatic Call Distribution (ACD) Engine allows for skills-based routing and priority connection by campaign, team, or agent.
Intelligent IVR
With our Intelligent IVR, you can easily route calls, provide automated responses to FAQs, take payments and more!
Automated Call Backs
Let consumers receive an automated call back instead of waiting on hold.
Full PBX Capability
Full PBX capability including voicemail, auto-attendant, conference calls, demand dialing.
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