Contact & Call Center Phone Systems


Building customer and brand loyalty begins with each successful client interaction. Don’t let your clients end up in a frustrating hold pattern endlessly waiting for the next available agent. Let ITC’s robust call center solutions provide you the tools to monitor and ensure timely, efficient client engagement on each call.

Intelligent call routing & queue customization

Our PBX systems can easily manage your call volume and overflow with intuitive system configuration. Escalate calls based on average wait time or a predetermined number of callers currently in queue.  Configure your call queues with special entry and exit messages, custom hold music and recurring comfort messages while regularly providing the caller’s position and wait times. Offer callers the option to receive an automatic callback while not losing their place in queue or automatically route calls to the previous agent they spoke with earlier in the day.

Comprehensive real-time monitoring

Supervisors have powerful monitoring tools to view real time statistics via a desktop application or web browser. Configure call queue notification alerts by service level, caller wait time or number of callers waiting in queue.  Supervisors can silently monitor agents, whisper or barge-in for those difficult calls. Configure wallboard displays on the call center floor to provide real-time statistics to agents, supervisors and executive management.

Mobile and remote solutions for agents and supervisors

Allow your agents and supervisors to login remotely to multiple call queues using a mobile or desktop application and place and receive calls on the PBX instance.  User presence, instant messaging and call queue monitoring provide agents and supervisors easy to use communication channels and visibility into current call center activity.

Multi-channel customer engagement

Provide your clients multiple channels to engage with your company’s sales, customer service or technical support teams.  Agents can receive voice calls, web chat or receive an automatic callback request all in one queue.

Easy to use historical reporting

Our call center reporting solutions provide Administrators, Supervisors or Call Center Managers powerful templates and tools to extract statistical data on inbound and outbound calling for call groups and agents.  Configure and schedule reports to be automatically generated and delivered via email or upload to a shared network folder or drive. Search for specific calls drawing from a comprehensive list of available fields. Export report data into your preferred file type with options that include PDF, Excel, CSV, HTML or XML.

Call recording and archiving

Our PBX call recording options let administrators easily enable or disable call recording at the user or call group level.  Configure queues for automatic full time call recording, on-demand or both and allow agents to pause the recording while capturing sensitive caller information.  Administrators and managers can easily review, listen to or download recent call recordings directly from the PBX via a desktop application. We also offer enterprise-grade solutions to permanently archive all call recordings on a dedicated server.  


Callscripts & data collection

Is your management team looking to provide a consistent customer service experience on each call?  Are you looking for reliable, reportable metrics regarding each client interaction? Our solutions can present agents with a call script and/or a customized template that present agents with optional or required text, drop-down fields or check boxes.  Easily access this historical call data when generating management reports.

Ease of use & team collaboration

Quickly view queue activity and presence of other call group members and quickly setup speed dial and frequently called contact lists.  For outbound calling, agents can effortlessly dial from any document, web page or electronic record. Easily send secure instant messages between team members

SIP trunking that makes sense

SIP trunks are the virtual version of the “analog” telephone line and we have competitive, scalable pricing that bills you for the number of concurrent call sessions each month. This allows your business the freedom of not having to commit to a maximum number of trunks each month as your call center’s call activity ebbs and flows with the calendar or season. We offer both competitive per-minute or flat rate pricing to best meet your inbound and outbound calling needs.

High volume, short duration calling

Does your call center environment place large number of calls in a short period of time? If so, speak with our team to see what competitive options are currently available.

3rd Party Integration

We may have the ability to integrate with your current CRM,  business applications or 3rd party tools. Let us know your current system needs and our team will provide a workable solution.

Ready to Get Started?

Get in touch to schedule a free consultation with one of our experts.