14 March 2018

4 Reasons Global Enterprise Need Cloud

Written by Martin Borowski, Posted in Contact Center, ComputerTalk

Many global enterprises choose to manage their own technology, and with good reason. When platforms like the contact center are serving thousands of employees and millions of customers worldwide, you can’t afford to miss a beat.

Many enterprises view self-managed, on-premises solutions as more reliable and easier to control. In reality, modern-day cloud solutions are as reliable as (sometimes more reliable than) on-premises solutions. Some of the benefits to the cloud are obvious, such as cost savings, no need to manage infrastructure and reliable high availability. However, when deciding between cloud and on-premises, there are more things for global enterprises to consider. Here are 4 compelling reasons why global enterprises need the cloud:

16 January 2015

Introducing iceReporting in the latest version of ice!

Written by Vivian Pow, Posted in Contact Center, Lync, ComputerTalk

Contact center administrators rely heavily on metrics to manage their contact center. Reports provide the data that decision makers need to make informed decisions. Giving them a reporting tool that is browser-based, plugin-free and based on open standards means they can access data from anywhere (via a secure Internet connection) and can save time.

The latest version of ice comes with a re-skinned version of iceReporting. Here’s a screenshot showing what it looks like:

report

iceReporting gives administrators and supervisors access to over 100 standard reports, so they have access the required data to make informed decisions and strategize for the future. Reports are fully customizable, can be scheduled to run at certain times, and scheduled to be emailed to specific addresses.  Reports can be generated in different file formats, such as Crystal Reports, HTML, Microsoft Word, Excel, PDF, RTF.

21 September 2012

ice Contact Center with Lync - advanced functionality walkthrough

Written by Chris Bardon, Posted in Contact Center, Lync, ComputerTalk, Microsoft

See how you can improve your company's communications. Chris Bardon walks us through ice Contact Center with Lync functionality; PBX, IVR, ACD, Reporting, phone, instant messaging, email, webchat.

Companies that use different communications solutions, (for example, use Lync to communicate internally and use a PBX contact center to communicate externally) have to pay extra to sustain the various systems. With ice contact center for Microsoft Lync, internal and external interactions, along with contact center administration, Interactive Voice Response, Automated Call Distribution, and reporting tools, are all in one platform. Customers are able to reach your agents through phone, email, IM, and webchat.

Also view it on Microsoft's Channel 9 site: http://channel9.msdn.com/posts/ComputerTalk-ice-Contact-Center?format=html5

Learm more about ice Contact Center for Microsoft Lync here.