26 November 2015

Do you know what it means to be Skype for Business native?

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

More organizations are starting to use additional functionalities of Skype for Business. They are not only using it for only IM and Presence, but also for conferencing and telephony.

As organizations are switching to Skype for Business, they are looking for contact center applications that work seamlessly in this new environment. Organizations can choose to use a native or non-native Skype for Business contact center application to deliver customer service.

Native Skype for Business Contact Centers

Native Skype for Business contact centers are native Unified Communications Managed API (UCMA) applications built within the architecture of a Skype for Business server environment. They use certificates to prove their identity to the Skype for Business server as a trusted application. In other words, native Skype for Business contact centers are trusted applications that can directly control the Skype for Business server and provide value-adding contact center services, such as Interactive Voice Response (IVR), automatic call distribution (ACD), call recording, etc.

13 November 2013

Announcing New US Partner - Netrix

Posted in Press Release, ComputerTalk

Richmond Hill, Canada, November 13, 2013 - ComputerTalk, a leading provider of Lync-native contact center solutions, welcomes Netrix LLC, located in the USA, to the ComputerTalk Global Partner Network. Partners work with ComputerTalk’s North American or European offices to better serve the partner's own client base.

ComputerTalk is working with Netrix to bring Lync unified communications and CEBPs into contact centers and to extend the power of contact center applications to the rest of the enterprise.

This partnership just makes sense to Netrix's director Demitri Patsilivas, who chose ComputerTalk and ice because “an alliance allows us to combine our best-in-class delivery of Lync Enterprise Voice along with Computer Talk's Lync-certified contact center platform. For Lync Enterprise Voice customers with ACD/CTI needs, Lync does not offer that natively which necessitates a third-party solution and Computer Talk fills that gap. Furthermore, Computer Talk provides a feature-set desired in next generation contact centers. This aligns well with Netrix's expertise in integrating multi-vendor platforms to provide a holistic solution." Through this partnership, Netrix will be able to provide their customers around the world with the ability to serve customers through the phone, instant messaging, email, Twitter, and Skype.

“Coupled with Netrix’s proven ability to provide solutions based on Microsoft Lync and Office365, our combined capabilities give us a unique ability to deliver contact center solutions.  Our combined efforts will enable customers to achieve a tightly integrated experience across multiple communication channels such as voice, instant messaging, Skype, email and social media.  The net-net is that our joint customers will be able to achieve a more flexible and easily adaptable customer experience process to meet the needs of today’s tech-savvy customers.” Both ComputerTalk and Netrix customers will benefit from the knowledge share that will occur during this partnership.

About Netrix LLC

Headquartered in Bannockburn, IL, Netrix is a Cisco Gold Partner, Microsoft Gold Partner, Citrix Gold Partner specializing in systems, security, infrastructure, wireless, unified communications, data center, managed services and carrier services.

About ComputerTalk

ComputerTalk provides white label on-premise and cloud based unified communications contact center solutions, via a carefully selected partner network, to customers around the world. We specialize in Lync Enterprise Voice, Contact Center, Interactive Voice Response and custom / tailor-made / PCI-compliant (CEBP) Lync applications. Our ice platform is a fully-featured Lync 2013 and 2010 ISV qualified, all-in-one, software only, social media contact center that runs as a native Lync component (UCMA). ComputerTalk is the current Microsoft Canada Communications Partner of the Year IMPACT award Winner.  We are a Microsoft Online Service Advisor with Gold Application Development and Gold Communications competencies. ComputerTalk was founded in 1987 and is headquartered in Richmond Hill, Ontario, Canada.

Contact Information:

Netrix, LLC

Ms. Pam Hoover
Marketing Director
Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

ComputerTalk Richmond Hill office:

Ms. Vivian Pow
Product Marketing
Email:  This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

05 November 2013

ComputerTalk to attend UC Community Day 2013, in Belgium

Written by Martin Borowski, Posted in Press Release, Unified Communications, ComputerTalk, Microsoft

Richmond Hill, Canada (November 5, 2013) - ComputerTalk, a leading provider of Lync-native social media contact center solutions to customers around the world, will be attending UC Community Day (Friday, November 22, 2013) at the DIAMANT Conference and Business Center in Brussels, Belgium.

ComputerTalk will be showing how Lync-native social media contact centers enable you to serve your customers more efficiently, in ways that would clearly differentiate you from your competitors.

The conference focuses on end-user experience with Lync and how the latest Unified Communications and CEBPs can simplify how people collaborate and reduce organizational cost and complexities.

Interested participants should go to (link: https://msevents.microsoft.com/CUI/EventDetail.aspx?EventID=1032565350&Culture=en-BE&community=0) to register

31 October 2013

ComputerTalk delivers Skype calls seamlessly to the contact center.

Posted in Skype, ComputerTalk, Microsoft

Using certified integration between Skype and ice, ComputerTalk's native Lync contact center solution.

Organizations that use ComputerTalk ice as their contact center solution will now be able to handle inbound voice and instant messaging conversations from the Skype network. Customers will be able to contact these organizations via a “click-to-call using Skype” option on their websites, custom apps, or social media profiles.  In addition, customers can also be provided with contact center Presence information.

Skype and ice integration can reduce toll free costs for a contact center, since Skype utilizes the Internet rather than the public telephone network.  And it provides customers the option of using the same platform for communicating with customer care organizations as they may already be using with family and friends.

“People are moving away from the PSTN network as their main method of communication. For many people, calling into support lines is the last option they choose. Many prefer using instant messaging. Microsoft’s Skype connectivity has enabled us to deliver a platform that allows customers to reach customer support representatives, using the communication method they prefer – be it voice or instant messaging,” said Chris Bardon, Chief Software Architect at ComputerTalk.

Because ice is architected to be truly native to Lync, ComputerTalk is able to seamlessly deliver Skype calls directly to customers. All ice users today have the ability to do inbound calling, inbound instant messaging, and click-to-call contact from websites and Skype contact lists.

To learn more about Skype integration with your Lync contact center, visit http://www.computer-talk.com/en/solutions/skype and request a demo.

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.