03 December 2014

Introducing the iceJournal tool in the newest version of ice!

Written by Vivian Pow, Posted in Contact Center, ComputerTalk

Having an integrated view of your contact center metrics could mean large cost and time savings for your contact center. One that is responsively designed for mobile devices provides an even greater value-add, ensuring that your team leads and supervisors have access to valuable information while on the go, via a secure internet connection.

iceJournal is ComputerTalk's answer to the market demand for an integrated interaction viewer.  iceJournal will be a part of the latest release of ice (Intelligent Communications Exchange) contact center.

iceJournal is a browser-based tool that provides the ability to search for interactions by queue, user, contact type, date range and other criteria. Contact details are shown when a particular record is selected.

Using iceJournal, you can:

  • Search for recorded and in-progress contacts.
  • Display details on selected contact. A contact can be voice (Skype, Lync, phone), email, IM, video, or Tweet.
  • Listen to recordings, read emails, and read transcripts of instant messages. Interactions from the same person are listed together.
  • A team lead, supervisor or administrator can evaluate the handling user’s performance on the selected contact.

Some screenshots:

Desktop view: search results

ice8 journal

Tablet view - Viewing an evaluation

ice8 journal

Smartphone view - Details view of an interaction

ice8 journal

05 November 2013

ComputerTalk to attend Lync Information Day 2013, in The Netherlands

Written by Martin Borowski, Posted in Press Release, Lync, ComputerTalk, Microsoft

Richmond Hill, Canada (November 5, 2013) - ComputerTalk, a leading provider of Lync-native social media contact center solutions, will be attending the Social Enterprise Society Lync Day (Thursday November 21, 2013) held in the Jaarbeurs, Utrecht, The Netherlands.

As a SES Lync Gold Sponsor, ComputerTalk will provide tips and tricks for Smarter Communication, as well as information on serving customers using the phone, email, instant messaging, Skype, and social media, using her Lync-native social media ice contact center for Microsoft Lync 2010 / 2013.

The conference focuses on the practice and the future of Unified Communications - it includes 8 break-out sessions, where participants will learn more about the benefits and application of Unified Communications.

Those who should attend the conference include organizations with descending telephony contract, looking to add social media contact center solution, want to save costs or invest in sustainability.

Those who already use Lync - want to learn more about new features, optimization, special offers, and more - should also attend.

Interested participants should go to (link: http://www.seslync.nl/bijeenkomsten/73-lync-day-eindgebruikers-congres-2013.html) to register for a free ticket and peruse the agenda.

22 April 2013

Can UC improve your business?

Written by Martin Borowski, Posted in Unified Communications

Are you BYOD ready?

How can Unified Communications (UC) actually improve a business?  Chris Griffith shares specifics on how UC helped Expert Service Providers LLC, where Griffith was a managing member and chief operating officer.  With efficient communication as a primary goal, UC's streamlining of emails, faxes, or video conferencing reaped dividends for ESP - keeping employees and customers connected, improving response times, overall professional conduct, and security.

In the modern marketplace, as more and more employees adapt the Bring your Own Device (BYOD) culture, there are myriad communication options including instant messaging, video phone, VoIP, email, and many more.  UC eliminated delayed transmissions for ESP by, well, unifying communications; allowing real-time contact regardless of the platform - an issue that could cause serious delays in the past.  And UC coordinates critical communications, which syncs PDAs, fax, and video conferencing, with clients and staff when on the road.

14 April 2013

Unified Communications for small and medium business made easy

Written by Martin Borowski, Posted in Unified Communications

Small and medium businesses reluctant to deploy Unified Communications (UC) because of integration costs might soon begin to reconsider.

UC lets employees work, collaborate, engage, and communicate faster and more efficiently.  Time saved by integrating systems that have traditionally sponged up significant batches of time on a daily basis frees that time to be allotted to more critical, meaningful work.

While deciding on a system might seem overwhelming initially, consultancy groups advocate approaching UC as a business strategy, rather than simply as a solution.  And the options are vast.

UC's conferencing and collaboration allow video-chat, file-sharing, and web-conferencing on your desk-top in real-time.  Unified messaging integrates email, mobile communications, messaging, voicemail and email etc, making all accessible any time, anywhere, from any device.  And an IP PBX, a switch which enables UC systems to connect to each other, can connect a phone system through a VoIP PBX hosting provider to reduce dropped calls and increase overall call quality.

Faster, smoother communication no doubt creates a competitive advantage, such that business managers might be wise to consider UC options and the potential impact on productivity and profits.

Learn how you can enhance your business with Lync and ice Contact Center.


06 March 2013

5 ways to improve your contact center

Written by Vivian Pow, Posted in Contact Center, Lync, Unified Communications

Everyone wants their contact center to be customer-centric. However, many aren't, because they are stuck with outdated operational strategies that no longer work in today's customer care landscape.  With the rapid evolution of communication channels and technologies, organizations have to change their approach to engaging and retaining customers, to stay relevant and competitive.

As a contact center provider who has been around for over two decades, we have some tips to share on how to be more customer centric: 

31 January 2013

Best Contact Center

Written by Martin Borowski, Vivian Pow, Posted in Contact Center, Lync, Unified Communications, ComputerTalk, Microsoft

Why is it the best? Read the key differentiators.

Download Contact Center PDF

ice Contact Center With Microsoft Lync Embedded

Key Differentiators

ComputerTalk’s ice Contact Center is a Lync qualified all-in-one contact center that runs as a native part of the Lync topology.  It enables organizations to bring Lync 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 Microsoft Lync 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 Lync embedded?

ice runs as a native UCMA application. For example, if you already have SIP trunking set up for Lync, ice can take advantage of the same SIP trunks. In the same token, Lync gateways, server pools, database clusters, and redundancy can also be utilized by ice.

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

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