ICTBroadcast

Introduction to ICTBroadcast

ICTBroadcast is a white-label, multi-tenant auto dialer and call center software platform built on the open-source Asterisk communications switch. It serves as a unified communications solution supporting voice, SMS, fax, email, IVR, surveys, and omnichannel interactions—including WhatsApp and website chat. Designed for service providers, contact centers, and enterprises, it enables organizations to manage inbound and outbound communication campaigns at scale while maintaining full administrative control and branding flexibility.

The platform targets Internet Telephony Service Providers (ITSPs), BPOs, telemarketing firms, healthcare providers, financial institutions, and government agencies requiring compliant, scalable, and customizable dialing infrastructure. Its architecture supports deployment in hosted, on-premises, or hybrid environments, with role-based access across multiple organizational tiers.

Key Takeaways

• Supports multiple dialing modes: predictive, progressive, power, preview, and manual dialing via WebRTC web phones
• Unified communications platform integrating voice, SMS, fax, email, IVR, surveys, WhatsApp, and website chat
• Multi-tenant and white-label architecture with granular user role management (Admin, Client/Tenant, Supervisor, Agent, User)
• Built-in TCPA compliance features including Answering Machine Detection (AMD) and DNC list management (Master and User-level)
• RESTful API for seamless CRM integration, third-party application interoperability, and automated business process orchestration
• IVR Studio with drag-and-drop design, text-to-speech (TTS), and dynamic token-based personalization for voice, SMS, and email
• Real-time campaign monitoring, agent statistics, queue analytics, and evaluation reporting
• Prepaid billing system supporting multi-service rating for voice, SMS, and fax with real-time fund control

How ICTBroadcast Works

ICTBroadcast operates as a centralized communications switch that routes calls, messages, and interactive sessions based on configured campaigns and user roles. Administrators define dialing strategies (e.g., predictive algorithms that estimate agent availability and call answer rates), upload contact lists, record or generate IVR prompts, and configure disposition codes. Agents access a web-based panel to handle live calls, log interactions, follow dialog scripts, and update campaign status in real time.

Campaigns are executed through scheduled or triggered workflows—outbound voice broadcasts, appointment reminders, survey distribution, or inbound DID routing. The system processes responses (e.g., DTMF inputs, speech recognition via IVR, or SMS replies), applies custom tokens for personalization (e.g., inserting recipient name or account number), and logs outcomes for reporting. All interactions are governed by compliance rules: AMD identifies answering machines to apply appropriate message logic, while DNC lists prevent prohibited numbers from being dialed.

Integration occurs primarily through its REST API, enabling synchronization with external CRMs, billing portals, or analytics dashboards. ITSPs leverage the Service Provider Edition to provision isolated tenant environments, assign branded interfaces, and manage cross-campaign billing under a unified infrastructure.

Core Benefits and Applications

ICTBroadcast enables scalable, compliant, and efficient contact center operations across diverse verticals. In healthcare, it automates appointment reminders and patient satisfaction surveys. Financial institutions use it for fraud alert notifications and loan follow-ups. Telemarketing teams deploy predictive dialing to maximize agent talk time and lead conversion. ITSPs resell fully branded, multi-tenant dialer services to SMEs without infrastructure overhead.

Its unified communications model eliminates silos between channels: a single campaign can initiate a voice call, escalate to SMS if unanswered, and route unanswered SMS to an email follow-up—all tracked in one dashboard. Personalized tokens ensure contextual relevance across touchpoints, improving engagement and response rates. Live monitoring and granular reporting support continuous optimization of campaign performance, agent productivity, and resource allocation.