Start with three seats. Grow to three hundred.
A hybrid contact centre suite that works for a pizza shop taking orders and for a BPO running outbound campaigns. Same platform, different configuration, and you only pay for the shape you actually use.
Keep the tooling cheap so you can spend on the people
The goal is a contact centre platform at very low cost that is still highly efficient, so you can focus on your service and your customers rather than on your tools.
The systems are built to be interactive and intelligent enough that every caller experiences the service well. That is the whole measure: we are doing our job when your customers are happy.
It suits everyone from a small start-up to a multinational needing an enterprise solution. Start small, and let the system grow alongside you.
What the suite does
Thirteen capabilities, all included rather than sold as add-on modules.
- Predictive dialling for outbound campaigns
- Automatic call distribution for inbound queues
- Web-based agent and administrative interfaces
- Remote agent login, so agents can work from anywhere
- Call recording
- Call conferencing
- Scheduled callbacks, agent-only or available to anyone
- Performance monitoring, including call listing and barge-in
- Web-configurable IVRs and voicemail boxes
- Scalable to hundreds of seats
- PSTN and VoIP trunks, either or both
- IVR with DTMF tone recognition, plus scheduled IVR by time of day
- Third-party integration with CRM, ERP and web portals
How it is packaged
Inbound
Automatic call distribution, IVR, queueing and callbacks, for support desks and order lines.
Outbound
Predictive dialling for telemarketing, surveys and follow-up, with campaign reporting.
IVR set-up
Configured to your call flows, scheduled by time of day, and changeable from the web interface afterwards.
Hosted suite
The whole contact centre delivered as a service, with the SMS platform available alongside it. See Messaging.
Where it is already a good fit
Integrate with your existing software or use the order management system. Take an order and process it quickly, and keep customer history so the next call opens with their name and their usual order.
ICS runs its own trained agents who can troubleshoot home broadband and enterprise networks to level two, which is unusual for a platform vendor.
Travel agents, airlines and hotels, where being easy to reach is most of the customer experience.
Rail reservations, long-route bus and taxi services, where call volume spikes hard and queue management is the difference.
For the customers who would rather talk to somebody than work out a returns form.
Inbound work for multiple client companies, with the tenancy and reporting separation that requires.
Questions
Can agents work from home?
Yes. Remote agent login is part of the platform rather than a workaround, and supervisors keep the same monitoring and barge-in they have on site.
Will it connect to our CRM?
The suite integrates with third-party CRM, ERP and web portals. What that takes depends on which system you run, and we will scope it before quoting.
Do we need VoIP, or can we keep our existing lines?
Either. The platform can use PSTN trunks, VoIP trunks, or both at once, which is usually how a migration is staged.
Can ICS run the agents as well as the platform?
Yes. ICS provides contact centre services as well as software, including level one troubleshooting for home and corporate users, which is often used to reduce the cost of after-sales support.
How many calls, and in which direction
Those two numbers decide the whole configuration. Bring them to a twenty minute call.