Experience the power of iConnect Contact Center Solution

iConnect


iConnect is a reliable and cost-efficient software suite designed to interact with the Unified Communication system to act as a complete inbound/outbound contact center suite with inbound email support as well. The management interface offers the ability to view many real-time and summary reports on the fly.

 

The agent interface work through a web browser to give real-time information and functionality with nothing more than an internet browser on the client computer. iConnect can function as an ACD for inbound calls and even allows for remote agents to login from remote locations as well as remote agents that may only have a phone.

Approximately 4,000 installations are already done by many reputed companies across the globe. Several companies are with over 300 agent seats and many with multiple locations.

Solutions For All

Ticketing System

Powerful, Flexible, and Scalable Solution for all channels

Cloud Contact Center

A Complete, Flexible, Reliable Cloud-Based Solution

Customer Support

To build customer relationships and surpass expectations

Help Desk Software

Streamline your customer support for a delightful experience

Customer Service

A customer interaction management solution to increase business efficiency

Digital Sale

Accelerate Sales Development Process With Faster Prospect Engagement

Key Offering of iConnect Dialer


  • Automated outbound
  • Call handline Mode with Auto / Predictive /Manual / Preview Dialing
  • Live “Real-time”
  • Agent statistics and performance metrics for Quality Analysis.
  • Scheduled Callbacks for Agent-Only and Anyone
  • IVR (Interactive Voice Response) & Automatic Call Distribution –
  • Automate interaction with client and distribution of calls
  • Time Zone Dialing as per each country criteria
  • Multi-purpose Report Scalable
  • CTI (Computer Telephony Integration)
  • Ability to use Telco PSTN / PRI lines, GSM Gateway and VOIP trunks
  • DNC
  • Scribing Management
  • Robust Digital Recording & Logging
  • SMS Management for sending SMS to customer once call is completed
  • EMAIL Management
  • CRM Integration
  • Capable to integrate with 3rd Party CRM.
  • Answering Machine Detection(AMD)

Oubound Call Center Suite


Outbound Call Center Suite is a flexible tool which helps to manage optimal outbound campaigns with the help of outbound dialer. Outbound call center software is effectively used for outbound calling process like collection, telemarketing, survey etc. to achieve maximum productivity of Agents.
  • Automated outbound call handline Mode with Auto / Predictive / Manual / Preview Dialing
  • Modular Architecture for Agent Dialing & Admin Management
  • Call Recording along with Advanced and analytical logging
  • Agent/User Management for Inbound call center
  • Multiple Campaign Management for Outbound call center
  • Realtime and Historical Call Monitoring and Statistics
  • Handling of more than one dialer servers individually or in a cluster
  • Callback scheduling
  • Call Transfer/Forward with 3-Way Call Conferencing
  • DNS leads Management
  • Uploading leads with .csv & with custom options with duplication verification
  • Outbound CallCenter Suite can be used in following Business Areas.
  • Direct Marketing Software for Call center dialer
  • Customer Survey Software for blended call center
  • Telecommuting Software for voice blasting services
  • Telemarketing From Home using reliable Call center software solutions
  • Telephony Phone Software
  • Contact Center Software
  • Phone Customer Survey
  • Customer Satisfaction Survey
  • Inbound Call Center Suit with the help of iConnect

Inbound Call Center Suite


Inbound Call Center Suit- Automatic Control the distribution of your inbound calls to available agents and reduce processing times for higher customer satisfaction and quick response time. It also provides personalized routing scripts that can be modify at any time. We at Ominfosystem provide complete Call center solutions to grow our client’s business.
  • Interactive Voice Response
  • Skill based Routing
  • Inbound Call Pop-UP
  • Agent ideal based call routing with Auto dialling software
  • Call Recording along with Advanced and analytical logging
  • Agent / User Management
  • Multiple Campaign Management
  • Call Conferencing with effective Call center solutions
  • Automatic Call Distribution
  • Realtime and Historical Call Monitoring and Statistics
  • Callback scheduling
  • Call Transfer / Forward with 3-Way Call conferencing

Amazing Features

We offer advanced technology-based call center solutions that seamlessly integrate with your processes and boost your business.

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.

Compliance


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

Security


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

Lead Management


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

Team Management


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

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).

Support System


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

Call Recording & Voice Log Storage


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

Supervisor Management


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

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).

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