Intellicom - Intelligent Communications
Intellicom Ireland

Contact Centre Solutions

Intellicom‘s Intelligent Communications Platform (ICP)

Call Centre, Contact Centre or Connection Centre – it’s all about efficient and productive multi-media communications

Intellicom‘s Intelligent Communications Platform (ICP) is a feature-rich, enterprise-class, telephony and multi-channel contact centre solution. One of the most advanced multimedia and unified communications contact solutions on the market, it offers the broadest feature set out of the box with a simple licensing model, available as an on-premise or hosted cloud based version.

Standards-based Interoperability Out of the Box – Intellicom ICP Contact Centre offers a feature-rich, scalable and flexible solution with a deployment architecture and licensing model to suit any requirement and budget. It is one of the most advanced multimedia contact solutions on the market and can function as a stand-alone system or integrate with existing telephony systems from other vendors such as Nortel/Avaya, Alcatel, Cisco, Ericsson, Siemens and Microsoft Lync. Taking an open, standards-based approach provides for full interoperability with multiple vendors using the latest standards such as Session Initiation Protocol (SIP) and Inter Asterisk Exchange (IAX) as well as supporting traditional connections such as SS7, PRI, Q.Sig, BRI and FXO/S.
For the enterprise, this translates into a very low Total Cost of Ownership (TCO) in terms of deployment, operation, administration and on-going maintenance. Scalable for larger volume contact centres or smaller departmental-level helpdesks.

Feature-rich, customer experience out of the box – Integrated audio conferencing, call recording and advanced call queuing and reporting capabilities.

Social Media Integration – The Intellicom ICP Contact Centre solution allows call queuing, manipulation and reporting on ‘Virtual calls’ created by social media feeds using comprehensive aggregation, analysis and alerting services.

Simple, transparent licensing model which reduces costs – Powerful agent reporting which streamlines operations and reduces costs.

Custom-build design capability with in-house software engineers – Flexible and scalable infrastructure which adapts to the call centre environment as required. 3rd Party Integration service offers bi-directional communications with many other 3rd party hardware and software solutions