iCS Contact is an innovative feature within the iCall Suite delivered by Tollring - a portfolio of products designed to improve business analytics and reporting solutions, in combination with team communication and collaboration. Tollring are a leading provider of call reporting software and business intelligence solutions, with offices across the globe.
The iCS Contact module focuses on developing informal and formal contact centre arrangements, to help businesses manage, monitor, and control their services from a more informed level. iCS Contact is designed to work in combination with another feature from the iCall Suite: iCS Report. Here, we'll take a look at the features of benefits of iCS Contact, and give you our opinion on how it runs. However, these opinions are our own, and we do not sell Tollring products. We encourage you to get involved with your own thoughts in the comments below.
Cloud, Hybrid or On-Premises Solutions
ICS Contact is intended for use in "informal" call centres - a term that we'll address a little later in this review. The full system for the iCall Suite, including Report and Insight features can be installed either through an on-premises, cloud-based, or hybrid model depending on your unique preferences and business requirements.
Features and Applications
The applications and features of iCS Contact are designed to work alongside another feature within the iCall suite: iCS Report. While iCS Contact provides supervisor analytics and agent management services to help you monitor and deal with customer-facing teams, iCS Report offer enhanced dashboards and analytics for the information gathered.
ICS Contact reporting provides consistent and up-to-the-moment analytics for your groups and individual agents, with ACD group analytics that deliver call statistics and queue services according to group. Additionally, agent workflow analytics provide detailed information and summaries on each availability status based on the first message of the day.
The Agent and Supervisor functionality for each "seat" in a contact centre can be customised at point of installation as either a supervisor or an agent. While supervisors can control agent statuses by logging them in and out, or monitoring their calls through the system facilities, agents can only control their own status.
What We Like about iCS Contact
For modern and informal contact centres, it can be incredibly useful to have a comprehensive service solution available that allows you to access all the information you need about your team. iCS Contact makes examining the forward-facing agents in your group easier, to help promote a more focused team environment. Some of our favourite features include:
support, and more. No matter how many calls are handled each day, if you do any of the things mentioned above, then you're running an informal contact centre.
