International Customer Care Services Inc.’s Technology Management Strategy is based upon the integrated planning, design, optimization, operation and control of our technological products, processes and services. ICCS Inc.’s management then utilizes this technology for human advantage to optimize contact center results and performance. By implementing the best technology and security, ICCS Inc. removes the risk that its customers may encounter from service disruptions, system defects, incompleteness in computer operations, or illegal / unauthorized use of its computer infrastructure. ICCS Inc. continues to upgrade its technology and automation on a regular basis and currently utilizes the following technologies and resources for our client’s success.

ShoreTel Enterprise Contact Center Telephony Solution

  • 100% Call Recording with Automatic Call Tagging
  • Intelligent Call Routing
  • Call Coaching

Proprietary Automated Dialing Technology

  • Predictive Dialer with Integrated Voice Response
  • Outbound Messaging with Customer Link Back Feature
  • Customized Message Campaigns
  • Dedicated 1-800 line with next available agent feature

Customer Relationship Management Software

  • Salesforce
  • Front Office Workforce Optimization
  • Speech Analytics – Multilingual
  • Desktop Analytics
  • Automated Quality Assurance Analysis Software
  • Automated Agent Interaction Scoring and Reports