ice Contact Center is the world’s only enterprise-class, Skype for Business native contact center. With the news that Skype for Business will be merged with Teams, we are excited to announce that ice will be coming to Teams, bringing all the enterprise-class capabilities you are familiar with.


ice is Skype for Business native, meaning that the platform runs as a full member of the Skype for Business topology, leveraging your existing architecture. The same continues to be true as components of Skype for Business are transitioned over to Teams. ice Contact Center will remain native to Teams.

Our customers benefit greatly from enhancing their Skype for Business investments with ice Contact Center. When transitioning to Teams, we will preserve all of the features that make ice so great. On top of these features, the Teams merger will bring a variety of new capabilities that will take your contact center to the next level.


Collaboration in the contact center

Teams is a tool that was built with collaboration in mind. We know that collaboration between users can be crucial to contact center operations. ice Contact Center already provides many features that enable users to collaborate, including Consult, Conference, Quick Text and Coaching. The integration between ice and Teams brings collaboration to the next level. Here are some of the enhanced collaboration features made available through the Teams integration: 

Teams teams

While this capability sounds redundant, being able to house your contact center teams in Teams is a powerful asset. You can communicate with your entire team in one place to share knowledge, provide support and improve processes.

Persistent conversations

Persistent conversations provide you with a record of every interaction. You will have all your conversation with team members in one place. Never ask the same question twice. Use tags and bookmarks to easily locate information from past interactions.

Business tool integrations

You can integrate a number of business tools into Teams channels. Collaborate on OneNote, track projects on Trello or monitor dashboards on PowerBI with your team.

New capabilities via Teams

As the next-generation platform develops, we will see features ported over from Skype for Business, as well as new features being added to Teams. These new features will unlock never before seen capabilities for ice Contact Center. Here is a glimpse into the possibilities with ice + Teams:  

iceMonitor alerts in channel

teams ice monitor alerts

 

The above image demonstrates what an iceMonitor alert could look like in a Teams channel. Using a team for your contact center supervisors, you can send the notification directly to the team. In fact, you can even create a new channel exclusively for iceMonitor alerts, to easily see the frequency and nature of the alerts.

 


Features

Every point of contact between your customers and your organization can have a large impact on people's perception of your company. An enterprise-class system can improve the communication experience between these two groups. ice offers your contact center, your users, and your decision makers several features.

 

All-in-One PlatformAll-in-One
Platform
PCI CloudPCI
Cloud
Cloud and On-PremiseCloud and
On-Premise
Multi-Channel ElevationsMulti-Channel
Elevations
WebRTCWebRTCVideo CallsVideo CallsIntegrated Interaction ViewerIntegrated Interaction
Viewer
Multimodal RecordingMultimodal
Recording
Skype for Business Qualified ProductSkype for Business
Qualified Product
Enterprise-level SecurityEnterprise-level
Security
Built-in TTS and Speech IVRBuilt-in TTS and
Speech IVR
SMSSMSResponse Groups IntegrationResponse Groups
Integration
CRM, Helpdesk and WFM IntegrationCRM, Helpdesk
and WFM
Integration
Real-time Speech AnalyticsReal-time
Speech Analytics
Real-Time and Historical Reporting ToolsReal-Time
and Historical
Reporting Tools
Software Only. No Specialized Hardware RequiredSoftware Only.
No Specialized
Hardware Required
Social Media QueuingSocial Media
Queuing

 



 What is ice?

ice is a contact center productivity suite, composed of modules that work together to provide a seamless communication experience. These components work together to give you full enterprise-class contact center functionality.

 


ice Journal

An integrated interaction viewer. Agents, supervisors, and administrators can look up recorded and in progress interactions, view contact history, and perform evaluations.

 

 

 


 

ice Monitor

A dashboard display of real-time information. This tool enables team leads and supervisors to perform simple contact center administration, such as managing queues, rerouting contacts, monitoring user performance, and creating custom alerts that pop up or are emailed.

ice Reports

Provides over 100 in-depth historical reports, equipping you with the data you need to make informed decisions and effectively strategize for the future.

reports

ice BAR

A contact management tool for handling contacts. Using this module, agents can also view queue stats, pick up queued contacts, input reason for call codes, and access CRM information. Team leads and supervisors can silently monitor calls, reroute contacts, and enabling recording as required.

 

icebar screen 2

 


 

ice Workflow Designer

A powerful drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. Using this designer tool, you can create custom applications that support industry-specific business requirements and to integrate your collaboration and communication tools onto one platform. (Watch video)

ice Administrator

The administration portion of the contact center. Administering your contact center has never been easier – add or change user accounts, queues, teams, connection addresses, all on one interface.

  

 Where can you use ice?

Check out "life on ice"

Interactive Voice ResponseTechnical SupportHelp Desk
Customer ServiceTelesalesVirtual Call Center
GovernmentFinance/InsuranceRetail
TechnologyOutsourcers 

Get ice!

Request a demo here.