FEATURED CASE STUDY

With ice Contact Center, PDX was able to migrate from OCS, to Lync, then to Skype for Business. The company finally decommissioned the old Avaya system, and upgraded from an existing Customer Relations Management (CRM) software to Salesforce. These new tools streamlined and automated many processes at PDX.

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SELECTED CASE STUDIES

T.D. Williamson Inc.

With today's busy schedules, people's time is precious. If requests are not answered within a short period of time, be it through phone, email, SMS, Twitter, Skype, or Lync, customers will turn to other vendors or service providers. Businesses that use basic call management systems are often unable to support the modalities and offer the type of service customers have come to expect.

T.D. Williamson (TDW) is a global pipeline manufacturing and service company with a dedication to quality and extreme customer commitment. TDW has seen great success using Lync 2013 as a tool for communication, using it for global conferencing and internal communications. ComputerTalk's ice (Intelligent Communications Exchange) gave TDW the ability to use their existing Lync infrastructure to decrease response times and improve customer service in their internal help desk.

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Kids Help Phone

Kids Help Phone Toronto (KHP) is a free and confidential counselling service for youth. Youth can speak anonymously with professional counsellors by calling the Kids Help Phone hotline. Before switching to ComputerTalk’s contact center, counsellors working out of the Toronto office used a Nortel call center solution.

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