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ComputerTalk- ice Contact Center for Skype for Business (formerly Lync)

What is so innovative?

ComputerTalk’s ice Contact Center is a Lync 2010 and Skype for Business (formerly Lync 2013) qualified all-in-one contact center that runs as a native part of the Skype for Business topology.  It enables organizations to bring Skype for Business unified communications to their contact centers, and to extend the power of contact center applications to the rest of the enterprise.

The market offers several Skype for Business contact center products, each claiming to deliver a solution that “leverages Lync”. ice goes beyond simply leveraging Lync to being fully embedded.

What is special about being Skype for Business embedded?

If you have multiple sites configured in Skype for Business with least cost routing, ice takes advantage of that.

ice applications use Skype for Business features including automatic speech recognition, text-to-speech, video, audio record and playback, DTMF, call control, instant messaging, web chat and presence information display.

What about ice?

ice is an all-in-one product and is the only contact center for Skype for Business that offers a wide range of features without third party offerings. ice features include contact routing and distribution, a full IVR designer, call recording, historical reporting, real-time monitoring, skills-based routing, and media-specific interactions.

The “UC Workflow” designer is an easy-to-use, Visio-like graphical editor for building self-service and complex routing applications utilizing IM, voice, email, web-chat, Twitter, and Skype (native in Skype for Business, via gateway in Lync 2010). These functionalities can now be delivered to all Lync users, beyond contact center agents. In addition, ice can route calls to any endpoint that Skype for Business knows about, for example cellphones, landlines, and common area Skype for Business phones. You can also route IM to public IM clients.

ice is software only, runs on commodity hardware, and can be deployed in any physical or virtual machine environment, be it on premise, or in a dedicated or multi-tenant cloud. ComputerTalk is a major service provider of ice contact center and Skype for Business in a PCI compliant cloud.


ice contact center monitoring and out-of-the-box lync

ice Workflow - Powerful Application Development Tool


Features

Every point of contact between your customers and your organization can have a large impact on people's perception of your company. An enterprise-class system can improve the communication experience between these two groups. ice offers your contact center, your users, and your decision makers several features.

What is ice?

ice is a business productivity suite, composed of applications that work together to provide a seamless communication experience.

What is ice contact center?

Together, components, core applications, add-ons, and custom apps integrate neatly to give you full contact center functionality.

 

iceAdministrator. The administration portion of the contact center. Administering your contact center has never been easier – add or change user accounts, queues, teams, connection addresses, all on one interface. iceMonitoring. Provides a dashboard display of real-time information, enabling team leads and supervisors to perform simple contact center administration, such as managing queues, rerouting contacts, monitoring user performance, and creating custom alerts that pop up or are emailed.
iceReporting. Provides over 100 in-depth historical reports, equipping you with the data you need to make informed decisions and effectively strategize for the future. iceBAR. Provides an integrated soft phone that clips in with Microsoft products. Users can view queue stats, pick up queued contacts, input reason for call codes, and access CRM information. Team leads and supervisors can silently monitor calls, reroute contacts, and record calls as required.
iceWorkflow Designer. A drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. It enables you to create custom applications that support industry-specific business requirements and to integrate your collaboration and communication tools onto one platform. (Watch demo)

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