One of the big challenges that the implementation of ICR Evolution solved was the improved control over inbound and outbound call flows, with a methodical and chronological categorization of agents and prospects as well as contact tracking.
The easy integration with their telephony platform Asterisk was a game changer in how they were able to integrate queue management, user registration, call recording, IVR messaging and hold music.
ICEL are also capturing call data directly in the ICR platform for an optimised operation