ICS Contacts, deal with your calls center
ICS CONTACTS application allows distributing multichannel calls to telemarketers within dedicated or virtual teams.
From an administrative console, it is possible to create and modify holding incoming calls, to configure settings used for call distribution, to modify information about agents’ competences as well as performing advanced functions of the system such as call recording, discrete call listening, call forwarding, etc.
Thank to the interactions module ICS CONTACTS, it is possible for you to control, optimise and manage effectively your call center. The supervisor is able to see on a control panel and in real time his/her resources’ levels of use and competences needed. He or she can assign calls to resources pools on external sites, if the demands are way too numerous. If we offer a leader solution, it is especially because the tools made available were developed to transmit to agents call for which they are the most qualified, and according to their availability. This provides a better processing of demands an increase of treatment’s quality and a reduction of structure expenses.