22 February 2017

Enterprise Connect 2017, March 27-30, Gaylord Palms Resort and Convention Center.

Written by Martin Borowski, Posted in Events, ComputerTalk

Join Us!

Enterprise Connect provides the comprehensive analysis and in-depth sessions you need, covering Unified Communications, Mobility, SIP Trunking, Cloud, Video, Collaboration, WebRTC and more.

 

 

We would like to meet you there: Setup a meeting with us here.

Date: March 27-30, 2017
Location: Gaylord Palms Resort and Convention Center
Orlando, Florida

Learn More: http://www.enterpriseconnect.com

08 December 2014

Skype Video – now a supported modality in ice Contact Center for Lync

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

Microsoft just released a new version of Skype, which delivers Skype and [LYNC] videos. ice is [LYNC] native, so new features that Microsoft add to [LYNC] and Skype would work with ice, with little to no customization or tweaking required.

We have just verified that Skype video calls is another modality that ice can handle! Benefits are that we can support video calls into ice from skype users as well as Lync users. This means that video support is much less esoteric than it was before, since now any Skype user (assuming they roll the change out to the rest of the clients) is going to be able to call into ice with video.

For a demo, sign up at www.computer-talk.com/demo-request

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

08 May 2013

Showcasing Microsoft Lync 2013 on Office 365 cloud

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

At the recent Lync release Derek Burney (Corporate VP, Microsoft Lync & Microsoft Office Data) took the center stage showcasing Microsoft Lync 2013 fully running on Microsoft’s cloud-based Office 365. This integration will be implemented across the service within the next 18 months.

Here are the highlights of the items demonstrated at the release event:





  • The ease with which a new user can be added to an Office 365 account with whatever Office application license.

  • Using Lync on array of mobile clients. Starting obviously with a Windows phone to Android and iPhones. He expressed that the client retains its “Lync-ness” while still adapting to the design of each mobile operating system. Creating ease of use and comfort.

  • Discussion of Lync Web app for browsers. Allowing any user join a meeting from a PC or Mac browser

  • WebRTC – the Web Real Time Communication and the premise to support this exciting initiative in the near future once standard is ratified

  • Focus on moving Microsoft Lync into the conference room. Using two large touch-screen displays, Burney demonstrated how with single-touch to join a meeting and then designate one screen to video and the other to electronic virtual whiteboard. This allowed for note taking of the meeting eliminating the need to take pictures of the old-fashioned whiteboard.

While the demo wasn’t groundbreaking, the overall delivery signified the fulfillment of the vision Microsoft had for Lync. They have delivered a UC system that can provide voice as well as IM/Presence, video, desktop sharing and overall all elements of modern communications system. It can run on all the major platforms whether desktop or mobile and now is moving into conference rooms. The success and popularity of Microsoft Lync keeps on growing and enhancing.

Contact us if you need help implementing Microsoft Lync and Office 365 with your contact center.

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.

25 February 2013

Subaru succeeds with Lync

Written by Martin Borowski, Posted in Lync

Subaru Canada is driving its business by offering the unified user experience of Microsoft Lync.  Lync's functions include enabling users to instant message, track contacts' availability, initiate or join audio, video, or web conferences - all on a familiar, user-friendly interface integrated with Microsoft Office.

With Lync, Subaru Canada's extensive and geographically dispersed network is connected in real time; stakeholders as well as internal employees.  At an event at the Microsoft Canada offices in December 2012, Subaru Canada exhibited not only their vehicular visions, but their their ability to offer a more collaborative, and richer, user experience after deploying Lynch to sync every feature of the modern desktop.

From expediting and improving decision making and information sharing, to reducing travel and communication time and costs, Lynch is helping Subaru Canada's drive for success.

Learn how you can succeed with Microsoft Lync Unified Communications and Contact Center for Lync.