ICS is the award-winning solution integrator for CCAS (Contact Center As a Service.) ICS Contact Center solutions include Staff Augmentation, Sentiment Analysis, Digital Self-Service, Voice Authentication, Performance Management (Gamification Experience for Agents), and advanced tools to reduce costs, improve customer service and enhance corporate value.
Artificial Intelligence impacts every aspect of Contact Centers today: Routing, Contact Evaluations, RPA (Robotic Process Automation), Advanced Analytics, Chatbots, and more. ICS deploys AI to increase efficiency and improve customer service.
ICS can handle your Contact Center IT to ensure that your center runs smoothly. ICS' experienced engineers are certified for industry-leading solutions, have faced thousands of technical challenges, and can solve problems fast. ICS offers tailored support solutions including 24/7 engineering support.
Security and experience matter in cloud hosting. ICS is ISO 27001-certified. Conformity with ISO-IEC 27001 means that ICS manages risks related to the security of data handled by the company, and that ICS respects the best practices and principles enshrined in the International Standard.
ICS' Workforce Optimization (WFO) solutions enhance Contact Center productivity by improving employee scheduling, and ensuring the right personnel are assigned to the right tasks at the right time. WFO can also improve operational efficiency and reduce labor costs. Additionally, WFO fosters employee engagement and satisfaction by promoting fair and transparent scheduling, which increases retention and reduces turnover rates.
IEX in the ICS cloud offers the market leading enterprise WFM solution at affordable prices for AI Forecasting,fast deployment, and unrivaled up-time. IEX in the ICS Cloud is the fastest and most cost-effective way to deploy IEX.
ICS provides a unique Call Extraction solution that exports calls in a wave format for archiving, playback and compliance.
ICS offers Hybrid Cloud Recording for Contact Centers that seek a hybrid cloud-premise call recording solution.
Customers want clear, courteous communication; support agents want the same, but they need better tools to quickly access information to solve customers’ problems. ICS is at the forefront of customer experience (CX) technology. By enhancing the customer experience, ICS improves customer retention rates, increases customer referrals, reduces marketing spend for new customers, increases profitability and adds value to brands. We seek to work with “authentic” brands – that is, companies that share our interest in improving customers’ lives and the customer experience.