How We Work

Computer Telephony Integration (CTI) is at the heart of what we do. When you register with ICS, you receive a unique number: our systems identify all calls to this number as intended for your business.

Once our switchboard recognises your number, your call is routed to an agent on a skills-based principle, while our scripting package, Synthesys, prepares the optimal script. The process takes, all in all, around 200 milliseconds – about as long as it takes to blink.

Synthesys provides market-leading call list management for predictive and auto dialling systems, with additional CRM functionality. It allows for outstanding reporting and workflow management.

An accessible, Windows-based user environment means account managers can develop scripts without programmer interaction, greatly reducing set-up costs. Where more complicated scripting is required, our technical team can code data sorting, cross questioning and more intricate reporting.

Our reporting system, Crystal Reports, is fully integrated with Synthesys and with our systems, providing fully automated reports. Complex data joins and sorting can be prepared for you and delivered to your inbox for insertion into your CRM: we can work with virtually any CRM system.

For more information on the systems behind our service, email one of our IT specialists or call .