iConnect


iConnect is a software suite that is designed to interact with the Asterisk Open-Source PBX Phone system to act as a complete inbound/outbound contact center suite with inbound email support as well.

The agent interface is an interactive set of web pages that work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer.

The management interface is also web-based and offers the ability to view many real-time and summary reports as well as many detailed campaign and agent options and settings.

iConnect can function as an ACD for inbound calls or for Closer calls coming from iConnect outbound fronters and even allows for remote agents logging in from remote locations as well as remote agents that may only have a phone.

There are currently over 4,000 installations of iConnect in production in over 100 countries around the world, several with over 300 agent seats and many with multiple locations.

The software suite also includes a from-scratch software installation document, full English and Spanish versions of the web-clients and admin pages(and functional versions of several other languages), and is designed to work with an Asterisk system that has Zap/DAHDI(T1/E1/PSTN) telco lines or VOIP(IAX or SIP) trunks and many different kinds of softphones and hardphones. This group of applications is designed to run on top of almost any version of Asterisk so no messing around with the Asterisk source code is necessary. For more information see the system requirements at the bottom of the page.


iConnect Dashboard

iconnectdashboard

Call Management


* Dedicated direct calling user extensions
* Personal voicemails & Team voicemails
* Outbound calls – Manual, preview and
predictive
* Blended calls (inbound and outbound)
* Scheduled callbacks (manual & auto)
* 3-way conference and call transfers
* Interactive voice response (IVR) with
campaign/queue
* Broadcast and survey dialing

Campaign Management


* Multi-lead list per campaign
* Campaign defined scripts
* Custom caller ID – campaign specific
* Custom call statuses and call dispositions
* Hotkeys for quick hangup and call dispositions
* Filter leads (dynamically exclude numbers from lists)

Compliance


* US, UK and Australia telemarketing compliance
* Drop timer with safe-harbor message
forFTC compliance

Support


* Pay as you need support
* Packaged support plans – to suit all user
types
* Customizable support & Managed services solutions

Security


* Protection against SIP brute force attacks
* Call encryption support via TLS
* Protection against HTTP DOS or bruteorce
attacks
* Web application firewall

Call Recording & Voice Log Storage



* Full call recordings or on-demand
* Option to store call recordings on your own
NAS/FTP

Lead Management


* Upload and download of customer lists
* Leads filtering
* Leads recycle
* Internal DNC and blacklist
* Leads timezone restrictions

Supervisor Management


* Real-time Dashboard
* Listen-in, barge-in
* Force log-out
* Reports and analytics

Team Management


* Multi-group, multi-campaign assignments
* Skill-rating based agent priority routing
* Support remote and mobile workers

Additional Enhancements



* WebRTC for voice calling right inside your web browser
* Database backup and redundancy
* High-availability (HA) configuration
* Support multi-offices and BPO working
* API and web services based integrations (into CRM)
MAJOR iCONNECT FEATURES


Inbound, Outbound and Blended call handling and Inbound Email handling
Outbound agent-controlled, broadcast and predictive dialing
Full USA, Canada and UK reegulatory compliance capability
Web-based agent and administrative interfaces
Ability to have agents operate remotely
Integrated call recording
Three-Way calling within the agent application
Scheduled Callbacks: Agent-Only and Anyone
Web-configurable IVRs and Voicemail boxes
Scalable to hundreds of seats
Ability to use standard Telco lines and VOIP trunks
Open-Source AGPLv2 licensed, with no software licensing cost