Cloud Contact Center
The Cloud Contact Center from ICS is an integrated solution that enables you to manage your inbound and outbound calls through a single platform, without the need for complex infrastructure. Enjoy faster response times, superior customer service, and full flexibility to access from anywhere, at any time, all at minimal cost.
Cloud Contact Center Benefits
Packages
SOHO
SAR
549
- Integrated Nebula Solution
- Cloud calls
- Waiting lists
- Setting working hours
- Voice messages
- Reports
- Call recording
- Monthly subscription transfers 5
- Suitable for:
- Small and medium-sized enterprises
- remote work teams
- Entrepreneurs
Corp
SAR
979
- Cloud calls
- Waiting lists
- Setting working hours
- Voice messages
- Reports
- Call recording
- interactive follow-up
- Listening and eavesdropping
- Call control
- Linking with SMS
- Connecting via API
- 10 Call Center Transfers
- Supervisor diversion
- monthly subscription
Pro
SAR
189
- Call recording
- Support for incoming and outgoing calls
- Fast nebula system
- Suitable for:
- Startups
- small teams
- Service providers
Connect package for a seamless experience
SAR
250
- Cloud-based incoming and outgoing calls
- Suitable for
- Startups
- Small teams
CRM الدعم الفني
SAR
749
يساعد النظام اصحاب المشاريع الناشئة والشركات من خلال اصدار التذاكر للاقسام وفقا لاختصاصها ليحددو اولويات التذاكر بشكل افضل ومتابعة العملاء علي الفور وتقديم خدمات مابعد البيع
CRM التسويق عبر الهاتف
SAR
749
النظام مخصص لعمليات التسويق عبر الهاتف لمساعدة الشركات و المؤسسات من خلال الربط مع نظام مركز الاتصال بسهولة واتمتة عملية التواصل للحصول علي الدقة والكفاءة العالية
CRM ادارة المشاريع
SAR
1459
النظام يساعد مدراء المشاريع علي تنطيم فريق العمل وادارته بشكل دقيق وتتبع مراحل ومهام المشاريع بسهولة بالاضافة الي الربط مع البريد الالكتروني والرسائل القصيرة
CRM التسويق
SAR
1490
هذا النظام مخصص لادارة حملات التسويق وجمع بيانات العملاء ومعلوماتهم من مختلف وسائل التواصل الاجتماعي (فيس بوك/انستجرام/واتساب/البريد الالكتروني....) في قاعدة بيانات مركزية ودقيقة
CCC - Custom Plan
SAR
Features
- A custom cloud-based call center solution tailored to the client's needs, featuring a comprehensive set of tools and functionalities. :
- Cloud Calls: Manage and handle calls over the cloud.
- Queues: Efficient call management with waiting lists.
- Business Hours: Set and manage operational hours.
- Voicemail: Voice message handling and storage.
- Reports: Detailed analytics and reporting.
- Call Recording: Record and archive calls for quality and training.
- Interactive Follow-Up: Engage with customer’s interactively post-call.
- Listening & Monitoring: Real-time listening and monitoring of calls.
- Call Control: Manage and control call features.
- SMS Integration: Connect and manage SMS communications.
- API Integration: Seamless integration with other systems via API.
- 10 Call Center Transfers: Capability for up to 10 call center transfers.
- Supervisor Transfer: Dedicated transfer option for supervisors.
- Subscription: Monthly subscription.
Chatbot Enterprise
SAR
Features
- Platforms Supported:
- Website
- Mobile App
CCC - SoVo Plan
SAR
Features
- Cloud Contact Center Solutions - SOHO Package Features:
- Cloud Calls
- Call Queues
- Working Hours Scheduling
- Voicemail
- Reporting
- Call Recording
- 5 Extensions
- Monthly Subscription
CCC - Corp Plan
SAR
Features
- Cloud Contact Center Solutions - Corp Package Features:
- Cloud Calls
- Call Queues
- Working Hours Scheduling
- Voicemail
- Reporting
- Call Recording
- Interactive Monitoring
- Listening and Eavesdropping
- Call Control
- SMS Integration
- API Integration
- 10 Call Center Extensions
- Supervisor Extension
- Monthly Subscription
Call Center Server License - Medical Center
SAR
Features
- Lifetime License for Call Center System Features:
- Management of incoming and outgoing calls
- Call recording
- Interactive quality monitoring screen
- Display of user status (e.g., on break, available)
- Supervisor call monitoring and intervention
- Call Forwarding
- Team can receive calls with multiple strategies:
- Fair Distribution
- Random Distribution
- Total Distribution
- Sequential Distribution
- Interactive Voice Response (IVR)
- Detailed reporting screen shows:
- Number of answered calls
- Number of missed calls
- Number of calls answered by each employee
- Number of calls ignored by each employee
- Employee working hours
- Employee break durations
- Export reports in Excel and PDF formats
- Integration with CRM system for:
- Appointment confirmations via automated calls
- Displaying caller information based on database (name, file number)
- Note: To automate appointment confirmations without human intervention, the medical system must be capable of integration via API. If integration is not possible, Excel spreadsheets can be uploaded to the system for automated reminders and confirmations. Unlimited number of users Includes one year of technical support from the delivery date Optional renewal of technical support at 20% of the system's value
CCC Pro
SAR
Features
- Call Recording: 3 months
- Call Types: Inbound and outbound cloud calls
- Interactive Voice Response (IVR): Set up and manage IVR for call routing
- Business Hours: Define and manage working hours
- Detailed Call Reports: Comprehensive reports on call activities
- Interactive Monitoring Screen: Real-time monitoring of calls
- Call Evaluation: Assess and rate calls for quality management
- SMS Integration: Connect with SMS for messaging capabilities
- WhatsApp API Integration: Link with WhatsApp for communication
- Supervisor Features: Monitoring and intervention capabilities for supervisors
- Support: Technical support throughout the contract period
- Monthly Subscription Fee: 189 SAR per transfer
CCC - Grow
SAR
Features
- Cloud Contact Center Solutions - Grow Package Features:
- Cloud-based calls
- Call queues
- Business hours configuration
- Voicemail
- Reporting
- Call recording
- Monthly Subscription: 139 SAR per extension
CCC - Enterprise
SAR
Features
- Cloud Contact Center Solutions - Enterprise Package Features:
- Cloud-based calls
- Call queues
- Business hours configuration
- Voicemail
- Reporting
- Call recording
- Interactive monitoring
- Call listening and whispering
- Call control
- Integration with SMS
- Integration with WhatsApp
- API integration
- CRM
- CRM integration
- Call evaluation
- Post-call surveys
- Monthly Subscription: 399 SAR per extension
CCC - Connect
SAR
Features
- Cloud Contact Center Solutions - Connect Package Features:
- Outgoing and incoming cloud calls
- Call queues
- Working hours scheduling
- Voicemail
- Reporting
- Annual Subscription Cost per Extension: 250 SAR
CCC - Pro
SAR
Features
- Cloud Contact Center Solutions - Pro Package Features:
- Cloud Calls
- Call Queues
- Working Hours Scheduling
- Voicemail
- Reporting
- Call Recording
- Interactive Monitoring
- Listening and Eavesdropping
- Call Control
- SMS Integration
- API Integration
- Monthly Subscription Cost per Extension: 189
SoVo Contact Center
SAR
Features
- Cloud Contact Center and CRM Solutions Features:
- Cloud Calls
- Call Queues
- Working Hours Scheduling
- Voicemail
- Reporting
- Call Recording
- Interactive Monitoring
- Listening and Eavesdropping
- Call Control
- Display Caller Data from Database
- Add New Contacts
- SMS Integration
- WhatsApp Integration
- API Integration
- Ticketing CRM
- Call Rating
- Post-Call Survey
- 5 Extensions
- Monthly Subscription
Customized Call Center Server License
Lifetime License for Customized Call Center System Features:
SAR
Features
- Management of incoming and outgoing calls
- Recording of incoming and outgoing calls
- Interactive quality monitoring screen
- Live call monitoring and intervention by supervisor
- Auto Dialer
- Multiple call reception strategies:
- Fair Distribution
- Random Distribution
- Total Distribution
- Sequential Distribution
- Interactive Voice Response (IVR)
- Detailed reporting screen includes:
- Number of answered calls
- Number of missed calls
- Number of calls answered by each employee
- Number of calls ignored by each employee
- Employee working hours
- Employee break durations
- Wait time
- Hold time
- Export reports in Excel and PDF formats
- Search for calls by:
- Extension name
- Extension number
- Caller number
- Call date
- Call time
- Display caller information
- Unlimited number of users
- Includes one year of technical support from the delivery date
- Optional renewal of technical support at 20% of the system's value
- Customized Project Features:
- Integration of employee data (breaks, attendance, departures) with Odoo via API
- Filtering of listened-to calls
- Define user permissions for downloading and listening to calls
- Integration with collection system to display caller data via API
- Direct reports and violations to respective roles (Supervisor, Report Manager, Team Leader)
- Modify evaluations and respond to objections (Supervisor, Report Manager, Team Leader)
- Export violations (Supervisor, Report Manager, Team Leader)
- Display number of evaluated calls per collector per day/month
- Display number of violations per collector per month
- Professional reports and dashboard for each evaluator
- Distribute calls to quality specialists
- Display evaluation criteria in a drop-down list below the call, allowing evaluation of unmet criteria and addition of written notes
- Up to 3 evaluation models (department or management)
- Evaluator data is visible only to the Quality Unit and not to other departments
- Submit evaluations from evaluator to supervisor and report manager for review and approval
- Flexibility in quality criteria, allowing for modifications and additions
Call Center Server License
SAR
Features
- Lifetime License for Call Center System Call Management: Handle both inbound and outbound calls Call Recording: Record all calls Quality Monitoring Screen: Interactive screen for monitoring call quality User Status Display: Show users' statuses (e.g., on break or available) Supervisor Features: Supervisor can intervene and listen to calls Call Distribution Strategies:
- Fair distribution
- Random distribution
- Total distribution
- Sequential distribution
- Interactive Voice Response (IVR): Manage and customize IVR for call routing
- Detailed Reporting Screen: Displays:
- Number of answered calls
- Number of missed calls
- Number of calls answered by each employee
- Number of calls ignored by employees
- Employee work duration
- Employee break duration
- Reports can be exported in Excel and PDF formats
- Users: Unlimited number of users
- Support: Includes technical support for one year from the date of delivery
- Optional Support Renewal: Technical support renewal at 20% of the system's value
Cloud AutoDialer
SAR
Features
- Automated dialing of phone numbers
- Integration with CRM systems
- Call tracking and reporting
- Customizable call scripts
- Voicemail detection and handling
- Lead and contact management
On Premium
A single payment gives you full access to the platform, without any recurring fees, for life.
SAR
Features
- A single payment gives you full access to the platform, without any recurring fees, for life.
- Ideal for companies looking for infrastructure stability and reduced operating costs in the long term.
- Full access to manage and customize the system to suit your business requirements and team preferences.
- Your data remains within your own private and secure operating environment, without relying on external service providers.
- The OnPremise package is designed for companies that want to build a fully autonomous, high-performance, and highly available in-house contact center system without any external operational dependencies.
On Premium Package
ICS’s OnPremise package gives you full ownership of your cloud contact center system, without the need for monthly subscriptions or term leases.
: Main Features
Frequently Asked Questions
It is an integrated call management system that operates entirely online, allowing companies to receive and make calls from anywhere without the need for complex hardware or infrastructure.
No, the system is 100% cloud-based and does not require any physical hardware or internal servers.
Yes, calls can be initiated and managed from the office, home, or on the go, via mobile, computer, or tablet.
Sure, it can be easily integrated with CRM or ERP systems to exchange data and track interactions.
Ready to support you
The ICS team is ready to answer your inquiries and provide technical support whenever you need it, to ensure your business continues without interruption and achieve the highest levels of customer satisfaction.