ice Contact Center with Microsoft Teams
ice Contact Center is a Microsoft Teams-certified solution that integrates natively with the Teams environment. By streamlining collaboration, enabling advanced routing, and offering fully configurable designs, ice enhances customer experiences without requiring users to switch between multiple applications.
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Benefits
Enhance your Microsoft ecosystem
While businesses can use Microsoft products like Dynamics 365, Power BI, and Power Apps independently, a Microsoft Teams-native contact center offers seamless integration. This allows organizations to unify communications, customer data, and analytics in one place—providing a more connected, efficient, and insightful customer experience.
Empower back-office users
Expand the call handling functionality to subject matter experts throughout the organization. Enable an agile digital workforce to perform a mix of customer engagement and traditional back-office tasks during the day.
Maintain business continuity
Even if Microsoft Teams goes down, your agents can keep receiving and answering calls seamlessly. icePhone, our native softphone solution, operates independently of Teams, providing a reliable backup communication channel to ensure uninterrupted service.
Make strategic decisions with insightful reporting
Track and analyze key performance indicators (KPIs) to make data-driven decisions and ensure strong customer service.
Connect through omnichannel support
Reach customers where it is most convenient for them, whether through voice, web chat, email, social media, chatbots, or other channels.
Streamline agent workflows
Manage all communication channels directly within the Microsoft Teams mobile interface with built-in interaction controls.
CUSTOMER SUCCESS
What our customers say about us
ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.
Randy Robbins, Director of Information Technology
Bob Barker Company
The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union
The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback.
Doug Lamb
Administrator of WCLC Telephony System
ComputerTalk’s greatest benefits are its consistency and its ease of use. Knowing what we are getting and getting it every day.
Clinton Taylor
Business Systems Analyst, NT Power
The greatest thing about iceAlert is its flexibility in meeting the specific needs of our hospital.
Patricia Fueta, MScN(c), BScN, RN, Manager: Health Information Technology
London Health Sciences Centre
Transform customer experiences using ice Contact Center with Microsoft Teams
ice Contact Center seamlessly works with Microsoft Teams, empowering supervisors and agents with tools to enhance communication, collaboration, and decision-making.
Microsoft Teams Integration Models
ComputerTalk is one of Microsoft’s first partners to have completed the Microsoft Teams Connected Contact Center Certification Program.
This certification ensures ice Contact Center is secure, compliant, and seamlessly integrates with Teams for reliable and high-quality performance. The Connected Contact Center for Microsoft Teams Certification Program enables three models of integration:
- Connect
- Extend
- Power
Integrations
Personalize every interaction with third-party applications
Automatically populate interaction data with third-party applications and screen pop the information to the agent.
Contact center modules
All the powerful tools you need to run your Microsoft Teams contact center efficiently
ice Contact Center modules include artificial intelligence, chatbots, real-time monitoring and analytics, historical reporting, surveys, call recording, and more.
Maximize contact center productivity and enhance customer experiences by adding automation across all communication channels with artificial intelligence.
Let customers handle simple tasks without agent assistance, such as checking shipping status, scheduling appointments, or accessing their account information.
Make dynamic business decisions with real-time information on queues, users, and teams.
Equip supervisors with the data they need to make informed decisions and strategize for the future.
Improve service to your customers by understanding their needs through survey automation.
Ensure your organization is compliant and improve training with recordings and transcripts.
Automate outbound dialing to maximize user talk time and productivity.
Customize all of your interaction flows across all channels in one tool.
Frequently asked questions
Common questions about ice Contact Center with Microsoft Teams
Organizations aiming to assure customers that their solution “provides the quality, compatibility, and reliability they expect from Microsoft solutions" (Microsoft) can participate in the Connected Contact Center for Microsoft Teams Certification Program. ComputerTalk is one of Microsoft's first partners to have completed the certification program. With rigorous security and compliance testing, the Connected Contact Center for Microsoft Teams Certification Program ensures that ice Contact Center is reliable, high-quality, and a compatible Microsoft solution that customers can trust.
ComputerTalk offers three user interfaces to accommodate your personal needs – a thin stand-alone toolbar, a web version, and a native Microsoft Teams mobile interface. Learn more about each interface.
Yes, ComputerTalk offers Microsoft Direct Routing through our solution, Direct Connect. Direct Connect provides organizations with an alternative to Microsoft Teams Federation. It uses Microsoft Teams Direct Routing to enable calls to be routed to Teams-based agents using a managed SBC network. Additionally, Direct Connect has a faster call setup time than Federation.
Request a demo
See ice Contact Center in Action with Microsoft Teams
With robust capabilities and certified integrations, ice Contact Center is the solution for organizations seeking to enhance collaboration, streamline operations, and deliver exceptional customer experiences—all while leveraging the power of Microsoft Teams.
