Automatic Call Distribution

Routes incoming calls to the appropriate agents based on criteria like agent skills, availability, or caller information

Call Recording

Records calls for quality assurance, training, and compliance purposes. Using a simple web interface , call records can be listened.

Workforce Management

Tools for scheduling, forecasting, and managing agent shifts and workloads to optimize staffing levels and performance.

Agent Desktop

Provides agents with a unified interface to manage calls, access customer information, and perform tasks efficiently.

Live Call Tracking

Provides screen which displays all the calls currently running with the details of the client / phone number.

Extension Management

In order to manage multiple agents , extension numbers can be created using IconContact based on which the calls can be forwarded to them.