Cloud Contact Center Software for Inbound, Outbound & Blended Campaigns
Handle inbound and outbound calls on a single platform. Intelligent routing, IVR, ACD, and predictive dialer included in our cloud contact center.
Deliver World-Class Customer Service with Intelligent Omnichannel Inbound Capabilities
From IVR and ACD to skills-based agent routing and voicemail callbacks, our platform ensures that every inbound call is directed to the right agent—at the right time. Built-in call analytics and CRM integration ensure first-contact resolution and complete customer context.
Streamline High-Volume Inbound Traffic Without Breaking Your Team
Our blended contact center software ensures scalable inbound contact handling during peak times. With automatic call distribution (ACD) and real-time queue management, your team stays ahead—without burnout.
Convert Missed Inquiries into Revenue Opportunities
Never let a lost lead slip through the cracks. By integrating inbound and outbound communication workflows, our platform re-engages abandoned calls, form fills, and voicemails automatically—turning missed connections into conversions.
Eliminate Repetition and Transfer Frustration
With omnichannel contact routing and unified caller history, your inbound call center platform greets every customer with context. No re-verifying. No transfers. Just faster, first-contact resolution.
Support Users Through Complex, High-Stakes Journeys
When the stakes are high—admissions, applications, insurance claims—automatic call distribution (ACD) ensures the right agent handles the right interaction. Our inbound call center platform makes even complex tasks feel effortless.
Proactively Engage Customers Before They Need to Call
Why wait for a problem? Our blended contact center software uses intelligent outbound to close the loop on renewals, payments, or follow-ups. Combine that with omnichannel contact routing for a proactive, frictionless experience.
Maintain Uptime During Spikes, Storms, and Surprises
Service disruptions don’t have to mean chaos. Our platform balances scalable inbound contact handling and automated outbound alerts to reduce overload, reroute overflow, and maintain SLA compliance in real time.
Scale Smarter, Not Harder During Peak Inbound Volume
Even the busiest contact centers can stay responsive without sacrificing quality. Our platform intelligently distributes traffic and resources in real time to eliminate bottlenecks.
- Intelligent ACD ensures high-priority inquiries are routed to the most capable available agent
- Real-time dashboards allow supervisors to manage queues dynamically based on skill sets and channel volume
- Cloud-based elasticity handles seasonal surges without additional infrastructure
- IVR triaging and automation reduce unnecessary agent interactions and shorten queue times
- Built-in analytics track ASA, call abandon rates, and queue trends to optimize workforce planning
Missed Calls Shouldn’t Mean Missed Revenue
Our omnichannel follow-up automations turn every missed call, voicemail, and form abandonment into a chance to re-engage and convert.
- API triggers automatically initiate outbound follow-ups from missed inbound interactions
- Customizable workflows for callbacks, SMS reminders, or targeted email outreach
- Reg F-compliant call tracking by account or creditor ensures legal contact opportunities aren’t missed
- Increase your recovery rate on abandoned inquiries without lifting a finger
- Full CRM and case management integration ensures agents have context when re-engaging
One Call. One Agent. One Resolution.
Unified communication history ensures your customers are never forced to repeat themselves—regardless of who answers.
- Real-time access to omnichannel history (calls, SMS, email, chat) across the entire customer journey
- Intelligent routing based on context, intent, and agent specialization
- Eliminate cold transfers with pre-call screen pops and CRM-integrated profiles
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Cut down on average handle time (AHT) and first call resolution (FCR) failures
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Reduce customer complaints and increase CSAT through seamless handoffs
Handle Every High-Stakes Call with Confidence
From financial hardship calls to healthcare inquiries, Intelligent Contacts ensures the right agent is matched with the right interaction.
- Skill-based ACD matches complex cases with experienced agents for faster resolution
- Integrated scripting and prompts support compliance during emotionally charged calls
- Agent dashboards include full consumer interaction history for personalized support
- Real-time QA tools enable supervisors to monitor high-risk calls live
- Ensures confidence and consistency across legal, financial, and medical verticals
Reach Customers First—Before Issues Escalate
Even the busiest contact centers can stay responsive without sacrificing quality. Our platform intelligently distributes traffic and resources in real time to eliminate bottlenecks.
- Intelligent ACD ensures high-priority inquiries are routed to the most capable available agent
- Real-time dashboards allow supervisors to manage queues dynamically based on skill sets and channel volume
- Cloud-based elasticity handles seasonal surges without additional infrastructure
- IVR triaging and automation reduce unnecessary agent interactions and shorten queue times
- Built-in analytics track ASA, call abandon rates, and queue trends to optimize workforce planning
Inbound / Outbound / Blended Features
Omnichannel Communication
Voice
Place outbound calls through manual or automated dialing campaigns. Or, receive inbound calls through skills-based IVR/Campaign routing.
Send an individual email to a consumer directly from the agent interface, or create and launch targeted email campaigns to large groups and consumer segments.
Chat
Engage consumers online through web chat to increase customer satisfaction, reduce complaints, and accelerate payments.
Ringless Voicemail Drops
Send a message directly to a consumer’s voicemail without their phone ringing. This could be either a limited content message or a full communication about their debt.
Outbound – Dialing Modes
Predictive
Real-time algorithms analyze call volume and automatically adjust dialing pace to maximize connections and reduce dropped calls.
Preview
Automatically presents agent with contact information prior to dialing the number—putting the agent in control of when the call is placed.
Power
Automatically dials numbers from an assigned list with pacing controlled by a set dial ratio or maximum % of dropped calls threshold.
Intelligent Queue
Allows a manager or “clicker agent” to manually launch calls from a list .
Manual
Allows agents to place individual calls by manually entering a phone number.
Inbound – Intelligent Call Routing
ACD Groups
Our Automatic Call Distribution (ACD) Engine allows for skills-based routing and priority connection by campaign, team, or agent.
Intelligent IVR
Automated Call Backs
Let consumers receive an automated call back instead of waiting on hold.
Full PBX Capability
Full PBX capability including voicemail, auto-attendant, conference calls, demand dialing.
Common Contact Center API Integrations & Workflows
Sync Call Records
Webhook syncs call logs, dispositions, and recordings—leading to a 20% boos in lead follow ups.
Dynamic Routing of Calls/SMS/Chat
Get Outbound lists from Smart Segments, create notes from inbound.
Automate Tickets
Automatically create tickets from calls, logs, audio, and notes to improve CSAT by 15%.
Ticket Status / Agent Prep
Automatically pull ticket status to prep agent pre-call.
Ticket Status / Agent Prep
Use call outcomes to auto-trigger next steps (nurture, win-back, re-engage).
Campaign Scoring
Automatically score calls based on call result.
Activity Logging
Outbound lead activity logged to active deals.
Infinite Growth
Unlimited line capacity means your Cloud Contact Center grows infinitely with your business.
Integrate Everyone
Bring together groups and teams from across the office, the country, and even the globe.
Unbeatable Quality
Smart Campaign Management
“One of the main driving factors behind Intelligent Contacts’ infusing of AI within its platform is it to maximize the resources and labor constraints of its clients. The implementation of AI-driven learning models acts as a ‘people multiplier,’ which reduces operational cost and helps businesses improves the bottom line results of its clients.”
Allwyn Silva
Asst. Editor, CIOReview
Integrate Your Entire Team
Can your campaigns span sites, groups, time zones, and even continents? Intelligent Contacts seamlessly supports multiple sites and “work at home” agents.
- Share campaigns, groups, and teams across the office or the globe
- Browser-based interface connects even offshore sites
- Agents connect via an internet connection and web browser
- Use a desk phone, soft phone, or WebRTC connection
- Easily and efficiently manage sites from a convenient web portal.
- Maximize workforce productivity will skills-based call routing
Call Recording & Speech Analytics Included
Full, real-time call recording helps ensure service quality, compliance, and meet client requirements. By full, we mean FULL. Intelligent Contacts can even record the IVR to monitor the quality of message delivery, menus, and for speech-to-text applications.