ICTContact vs intelli-CTi

ICTContact is contact center software for inbound and outbound operations, bringing communications, CRM, IVR, and automation into one platform. It supports voice, SMS, email, WhatsApp, and other digital channels, with screen pop, click-to-dial, and in-call controls. Outbound options include progressive, preview, power, and manual dialing; predictive dialing is available as an add-on. Its AI voice agent can access and update CRM records, arrange callbacks, text callers during a call, and transfer them to a live agent. That agent is included in Service Provider Edition. CRM connections include Salesforce, HubSpot, SuiteCRM, Vtiger, YetiForce, and EspoCRM, plus other systems using REST or SOAP APIs. Google Dialogflow integration supports AI-powered conversations. Teams can monitor campaigns, calls, queues, and agents in real time and use call-detail and performance reports. Enterprise Edition runs on customer servers, which the maker says lets customers retain ownership of the installation and data. A free community edition and trial are offered. Enterprise Edition is listed at $399 a month for five agents; Service Provider costs $1,500 a month for 20 agents.

intelli-CTi connects CRM applications with telephone systems so callers’ information and history can appear during calls. Its product pages describe integrations for Microsoft Dynamics 365 and Infor CRM SLX. For Dynamics 365, inbound caller recognition links calls to relevant CRM information, while users can dial CRM contacts with a click. After a call, touchpoints can be brought together for notes, follow-ups and closing the call. Dynamics 365 also records inbound and outbound interactions with call metrics and related CRM context. The Infor CRM feature page lists TAPI, TSAPI, CSTA, MiTAI and OAI interfaces, including VoIP. The product includes screen pops, click-to-dial, in-call controls and a browser extension. It runs on web and Windows with hybrid deployment; server and client requirements include Windows operating systems and Microsoft .NET Framework 4.8. Dynamics 365 integration supports OAuth and multi-factor authentication. A time-limited trial can be requested, but no duration is stated. The maker presents intelli-CTi for sales, call centers, support desks and customer service teams. Pricing is on request, with listed per-user and provisioning charges.