26 June 2012

ice Contact Center Qualified Lync Applications

Written by Martin Borowski, Posted in Contact Center, Microsoft, ComputerTalk, Lync

ice qualified lync application technet

ComputerTalk ice Contact Center

Enhance organizational effectiveness with contextual routing and application integration.

ice contact center for Lync is an all-in-one software-only solution that integrates with Microsoft Lync to deliver seamless voice, email, IM and webchat control within business applications and CRM solutions.

It allows you to enhance your contact center experience with the following:

• Skills-based routing with Automatic Voice Distribution (ACD)
• Feature-rich IP-PBX
• Speech Interactive Voice Response (IVR)
• Computer-Telephony Integration (CTI) with screen pops
• Call recording
• Real-time monitoring and in-depth reporting
• Custom Lync applications

With contextual intelligence, ice pushes customer requests to the most suitable queue and agent. Every event is tracked for Lync real-time monitoring and reporting tools.

ice contact center for Lync leverages IM, Presence, and custom Lync applications to reduce costs, increase productivity, and enhance organizational competitiveness.