25 May 2017

LIVE WEBINAR: The Contact Center of the Future: Customer Engagement with Facebook

Written by Christopher Liko, Posted in Webinars

JUNE 14, 2017 - 1PM EST - 60 MINUTES

Once upon a time, a contact center was a call center. Customer service was provided exclusively over the phone and was considered the ideal way to communicate with customers. At some point, the call center became a contact center. Since then, the definition of a call center has expanded to include email, instant messaging, SMS, and, most recently, social media.

Many businesses understand the value of providing customer service through social media channels. However, these same businesses often lack the expertise to effectively leverage social media tools. These tools are isolated from the contact center, lacking a unified vision between marketing and customer service activities. In order to maximize the effectiveness of social media, it needs to be integrated into the omnichannel customer experience provided via the contact center.

We all know that Facebook is the largest social media platform in the world, hosting nearly 2 billion active users, which represents one quarter of the world’s population. Facebook interactions occur by the millions, and many of these interactions slip through the cracks. What if your contact center could monitor thousands of posts, comments and replies? What if your agents could be notified instantly of posts regarding specific keywords or pages? What if you could enable personal conversations with your customers on Facebook without ever leaving the contact center? In this webinar, we are going to discuss the possibilities of using Facebook in the contact center.

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.

01 April 2013

Microsoft Lync to bring unified communications for business to iPad

Written by Martin Borowski, Posted in Lync, Unified Communications, Microsoft

Microsoft has confirmed that it will release iPhone and iPad apps for its unified communication (UC) software Lync 2013 once the software has gone through Apple's App Store approval process.
Lync 2013 has already launched on Windows 8 Phone and is expected to come to Apple’s mobile iOS devices within the next few days.

Bringing UC for business to iPad will make several useful business features available to Microsoft Lync account holders with iOS devices; including instant messaging, VoIP and video calls, and viewing PowerPoint files or taking notes in OneNote when in Lync-hosted virtual meetings.

Microsoft demonstrated its Lync 2013 mobile clients at the Lync Conference in San Diego in February, when it announced that the apps for Windows Phone and iOS would be launching in March.  A Microsoft spokesman told ZDNet that an Android app will come to market in April, while Lync 2013, as expected, already works on Windows 8 and Windows RT devices.  Non-account holders can join Lync meetings from a browser on their PC or Mac.

Word has it that Microsoft is working on integrating Lync and Skype and expects to be able to deliver that integration to customers by June.

Learn how ice Unified Communications can enhance your business.

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.