Intelligent Call Control (ICC) – Route Calls Enterprise–wide
and Build Virtual Contact Centers On Demand.
Intelligent Call Control (ICC) is Smoothstone´s proprietary enterprise call routing solution. It provides a robust set of tools for managing call flow across your entire enterprise, enabling your organization to have business continuity and virtual contact centers. With ICC, you can manage and optimize the flow of calls to and from every office and employee — as if everyone was in the same building — from a secure and easy–to–use Web portal, regardless of your physical location.
ICC Call Director – Your business continuity control panel
Call Director is the core of the ICC platform and your interface to unlocking the power of Smoothstone´s intelligent network. With Call Director, you can manage inbound numbers and how they route, according to geography, time–of–day or holiday schedules or in the event of outages.
Call Director is ideal for complex and/or dynamic call flow scenarios, where multiple locations are involved, including back up locations and home–based employees. It allows you to pre–determine call rules or manage them on–the–fly, and even create new auto–attendants and greetings, as needed. With Call Director, you are in control of the network and how it handles all your inbound traffic.
ICC for Contact Center – Turn employees anywhere into a virtual contact center
Call Director can be combined with other components of ICC to turn your geographically–dispersed employees and separate call centers into one, highly–efficient, nationwide contact center. A Smoothstone ICC for Contact Center solution is inherently flexible, extensible and customizable, so it can precisely meet the needs of your enterprise. It features a unique and flexible pricing model that saves you money and because it´s a fully hosted and managed solution, there is no expensive additional equipment to purchase or maintain.
In addition to Call Director, ICC for Contact Center utilizes several additional components of the Smoothstone platform:
- ICC Call Queuing — Call Queuing gives you complete control of your inbound call queues. You can create new call queues in just minutes, add/move/remove users from queues on the fly, view real–time queue status and analyze information about each agent, including average pick up and talk times, number of calls handled/missed and time/duration of last call handled
- ICC Call Monitoring — With Call Monitoring, you can now listen in on contact center calls without disrupting the call or hovering over an agent´s shoulder. It is an ideal tool for quality assurance or other purposes and can be combined with ICC Call Recording to create powerful agent training programs.
- ICC Call Recording — Call Recording allows you to selectively record inbound and outbound calls for compliance, training or quality assurance purposes. It gives you the ability to search, retrieve, replay or store recorded calls online or to any storage media.
- ICC Call Reporting — Smoothstone ICC has a robust reporting engine, providing real–time status and analytics, including reports by queue, agent, call or path and reports on abandoned calls and agent status changes. Call Reports can even include links to recorded calls for fast retrieval.
- ICC Agent Desktop Client — The Agent Desktop is an application installed on an agent´s PC that provides access to real–time queue/call statistics and taskbar alerts. With it, agents can change their status without logging in via the web, participate in agent–to–agent or internal group chats and saves all chat logs for future reference. The Agent Desktop can also be configured with screen–pop functionality that integrates with Salesforce.com to provide lookup by Caller ID and customized information access.
Smoothstone ICC provides your single interface for managing and optimizing enterprise–wide calling, delivering more effective business continuity programs, more efficient contact centers and improved customer care.
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