11 July 2017

Meet us at Microsoft Inspire 2017

Written by Christopher Liko, Posted in Events, ComputerTalk

Formerly known as the Microsoft Worldwide Partner Conference, Microsoft’s biggest partner event was renamed Microsoft Inspire to align with other flagship conferences, including Microsoft Build and Microsoft Ignite.

ComputerTalk partners closely with Microsoft to deliver the only enterprise-class, native Skype for Business contact center. Skype for Business tears down communication barriers, and ice Contact Center enables a powerful integration, extending the capabilities of the unified communications platform. The unique ice Contact Center platform enables businesses all over the world to provide customers with an intelligent, personal and valuable experience.

Meet with us to see how you can play a part in our growing partner network, or how we can build on our existing relationship. Leverage this unique opportunity to work with a one-of-a-kind, best in class platform and team. Our extraordinary partner network provides contact center solutions to customers all over the world. Schedule a meeting and let us show you how we can add a valuable solution to your business application offering.

28 March 2017

WEBINAR - Migrate to Skype for Business

Written by Martin Borowski, Posted in Webinars

03/29/2017 1:00 PM - 2:00 PM (EST)

Make Skype for Business your next PBX replacement! Join conferences with a single tap instead of a complicated string of numbers, especially useful when joining hands-free or from a mobile device. Share your screen or share files easily during meetings, or fluidly pass control to others - for meetings with up to 250 people! Federation gives you the ability to see when a supplier, partner or customer is available, so you can give them a quick call or instant message, right from your contacts.

Whether you need to instant message, see presence, hold a conference, or just chat on the phone - Skype for Business is the single tool for all of your unified communications needs.

ComputerTalk ice, the Intelligent Communications Exchange, provides a native, enterprise-class, Skype for Business contact center experience, regardless of your cloud transition stage: on-premises, hybrid or fully cloud. The powerful IVR and ACD functionalities in ice enable an easily managed, scalable experience, with full omnichannel capabilities. ComputerTalk is a leader in the global contact center industry, providing cloud hosting services and custom application development for 30 years, as a Microsoft Gold Partner in Communications and Application Development.


19 July 2016

WPC BASH 2016 Toronto Rooftop Party Photos

Written by Martin Borowski, Posted in World Partner Conference 2016, Events, ComputerTalk

Thank you for attending our rooftop WPC BASH 2016. We've been rated as the best party of WPC'16.

We hope you had fun! View all the photos after the link.

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03 June 2016

Check out the latest and greatest ice features at WPC 2016!

Written by Vivian Pow, Posted in World Partner Conference 2016, ComputerTalk, Microsoft

ComputerTalk is excited that WPC 2016 is being held in Toronto - our home town! We are looking forward to reconnecting with our existing partners as well as meeting new potential partners.

Drop by booth 528 to learn more about ice Contact Center for Skype for Business. ice, intelligent communications exchange, is the only enterprise-class, Skype for Business native, UC/PBX agnostic contact center product. ice turns contact centers into customer resolution centers, where users have all the tools they need to provide the best customer service possible.

At our booth we will be demoing our latest and greatest features. We would love to show you how a partnership with ComputerTalk can help maximize customer satisfaction and sales revenue.

02 October 2015

ComputerTalk Brings Contact Center Capabilities to Microsoft Enterprise Cloud Alliance

Posted in Press Release, Contact Center, Unified Communications, ComputerTalk

Toronto, Canada (PRWEB) September 28, 2015

ComputerTalk Technology Inc., a leading provider of enterprise-class Microsoft Skype for Business (formerly Lync) native contact centers, today announced that it has joined the Microsoft Enterprise Cloud Alliance, in order to further deliver powerful cloud and hybrid contact center capabilities to its customers and partners, using the power of Microsoft technologies.

ComputerTalk brings its 28 years of experience delivering contact center solutions and its latest Intelligent Communications Exchange (ice) contact center software to the alliance, providing customers with a multi-channel contact center experience built on the Microsoft unified communications platform.

ComputerTalk’s Director of Sales and Strategic Partnerships, Brandon Viamonte notes, “Being a part of the Enterprise Cloud Alliance not only brings us closer to the Microsoft customer community it will help build awareness to the Microsoft service integrator community and fill a gap in their unified communications strategy for their customers. The pairing of Skype for Business through the Skype Developer Platform and ice allows Microsoft integrators to deliver end to end unified communications and customer service solutions. Our solution is extending customer service beyond just a phone call and using the power of Skype for Business to take it to chat, video, SMS, email and social media making sure enterprises are aligned with the needs of the modern consumer”.

This collaboration with Microsoft reinforces ComputerTalk’s commitment to bringing the most powerful, flexible and feature-rich contact center offering to enterprise customers who are using Skype for Business on-premises or through Microsoft Office 365. The ComputerTalk software can be deployed entirely in the cloud, on-premises or in a hybrid arrangement. These options will make sure the solution fits into any technology roadmap. The ice contact center is native integration through the Skype Developer Platform on the latest version of Skype for Business and also integrates with any legacy PBX, offering customers a smooth transition path to next generation technologies and cloud-based services. According to Mandle Cheung, founder and CEO of ComputerTalk, “The cloud model and the Microsoft technology platform allows us to quickly deliver powerful, flexible and security-enhanced PCI-compliant contact center services to customers of all sizes, across all industries and all levels of government. Joining the Microsoft Cloud Alliance demonstrates ComputerTalk’s ongoing commitment in providing our customers with the best of the best.”

The ice contact center is an all-in-one platform that solves business challenges faced by organizations of all sizes and levels of complexity. The ComputerTalk solution unleashes the power of Microsoft Enterprise Voice integrated with the Office365 suite of products and Dynamics. It provides detailed analytics, sophisticated real time monitoring, recording, and in-depth historical reporting, enabling decision makers to create and execute strategies that will fulfill business goals and customer needs.

The ice contact center product has passed the Lync ISV Qualification Program, demonstrating compliance with enterprise-grade industry standards and the ability to work as an integrated Skype for Business native application. The ComputerTalk contact center cloud offering is Payment Card Industry Data Security Standard (PCI-DSS) compliant, offering unparalleled security for credit card information processing.

“We are excited that ComputerTalk is providing customers an enterprise-class, security-enhanced contact center option that uses the power of the cloud and Microsoft technologies of Skype for Business, SQL and Windows servers. Increasingly we are seeing customers ask for this type of solution,” said Chris Lwanga, Principal Product Manager, Microsoft.

To learn more about how ComputerTalk products work with different Microsoft technologies, please visit: http://www.computer-talk.com.

About ComputerTalk:

ComputerTalk helps organizations deliver excellent customer experiences across every communications channel. Our solutions improve contact center productivity and integrate the contact center with the applications that businesses rely on to more effectively leverage their knowledge workers. Our contact center solution is an ACD and Speech IVR powered by an application designer tool. This tool empowers organizations to build custom applications that transform the way they interact with customers.

ComputerTalk, founded in 1987, is headquartered in Richmond Hill, Canada is a global provider of enterprise-class contact center products, cloud hosting services and advanced IVR applications. ComputerTalk is a Microsoft Online Service Advisor with Gold Application Development and Gold Communications competencies.

08 September 2015

Improve customer interactions with real-time speech analytics: A personal assistant for every agent

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk, Microsoft

People are more time-starved than ever and demand fast, reliable, and personal customer service. They expect agents to know about previous interactions via any channel and resolve their problems in a timely manner.

To provide the expected level of customer service, agents often need records from previous interactions or additional information such as account type, product features, upsell information, etc. Unfortunately, with the amount of information some organizations have, it can be challenging for agents to efficiently find the relevant content and deliver excellent service. They need help juggling the two tasks.

When your organization uses ComputerTalk’s real-time speech analytics with ice Contact Center for Skype for Business, it is like every agent is given their own personal assistant. With this tool, all the information agents need to answer customer questions is pushed to them, minimizing the amount of searching they would have to do.

Real-time speech analytics and ice Contact Center can:

  • Provide records of previous customer interactions and show the specific interaction a customer mentions
  • Find and display relevant documents such as account information, relevant call scripts, competitive information and more
  • Whisper messages to help the agent without the customer hearing
  • Remind agents if they are taking too long on the call
  • Blacklist customers using abusive language
  • Notify supervisor of a problematic call or customer interaction
  • Supress DTMF tones when a customer enters their credit card information preventing the agent from hearing the tones
  • Ensure specific product offerings are mentioned for compliance

Using real-time speech analytics and ice can bring many benefits to your organization:

  • Improved first contact resolution
  • Reduced call time
  • Ensure compliance
  • Minimized errors
  • Increased security
  • Increased supervisor efficiency
  • Increased sales/upsells
  • Increased customer retention

Stay tuned for more information about real-time speech analytics! Or message us to find out how real-time speech analytics can help your organization.