ice Contact Center 14 is Here!

We’re pleased to announce the general availability of ice Contact Center 14! ice 14 includes a number of new features and functionalities that can enhance contact center operations and customer experiences.

Read on to learn about some of these ice enhancements and how they can help your organization.

LOB Tagging

In ice 14, users are able to tag calls with LOB codes in iceJournal after the call. This allows for improved flexibility in the organization and tracking of interactions.

Post-call Transcription

This is available for users who have call recording enabled. After a call, ice will send the recording to a transcription provider. Once complete, users can view the transcript in iceJournal. From there, users can download the transcript or listen to the recording and see the transcript text being highlighted to indicate their place in the recording. Transcripts provide a convenient way to skim through the content of a conversation, search for key moments during calls, or simply have a complete written record of the call.

Contact Summarization

In ice 14, short, AI-generated summaries of calls are available out-of-the-box for users with call recording and transcription enabled.  This provides information at a glance so that users do not need to read a whole transcript to understand the key points from the conversation.

Contact Metadata

In addition to summaries, ice 14 allows the creation of new contact metadata fields and metadata jobs that run to generate additional information for the contact. For example, we could extract the customer’s reason for calling, or generate next steps, all based on the transcript. Users can also filter by these fields when searching for interactions in iceJournal. This gives organizations the flexibility to quickly and easily extract the information that matters to them without having to search for it.

iceMonitor Enhancements

In ice 14, under the alerts builder in iceMonitor, there are a few new parameters, including State Time, Not Ready Reason, and Total Time and Count values for each Not Ready reason you have configured. You can make use of these by, for example, setting an alert to notify you when an agent has been on a lunch break for longer than an hour. In ice 14, you can also now select a color for your alert notifications. These changes help supervisors to more easily identify potential problems in the contact center so they can address them right away.

Audio Message Management

Audio Message Management is a tool that allows administrators, supervisors, and team leads to manage their audio files in iceManager. It allows you to add an audio file by recording a message directly in your browser, using text-to-speech, or uploading a file. You can also search through audio messages using the Filter Text field. These additional capabilities provide enhanced convenience to supervisors and other people who update messages.

Audit Trails

In ice 14, audit trails are available to let administrators view details of changes that have been made in the system, along with who made the changes and when they were made. A number of search filters allow the administrator to search for specific changes by users, date, and more. Additionally, administrators can see who accessed information such as call recordings, transcripts, evaluations, and call details. Audit trails provide administrators a more complete picture of the happenings in their contact center, allowing them to better understand the timing and cause of contact center changes.

Chat Enhancements

In ice 14, you can now embed iceChat directly into your website. There are also a number of settings that can be configured, such as message time and date format, minimum and maximum width of message bubbles, the amount of space between messages, and border bubble radius and border thickness. These changes allow website visitors to maintain their conversation with the agent, even when they navigate to different pages on the website. Additionally, they allow organizations to configure their chat interfaces to better match their branding.

AI in Workflow

There are a number of AI functions available with the built-in Azure Toolkit that comes with ice 12 and later. For example, workflows can play a prompt using Azure Text-To-Speech, record an audio message, and invoke Azure Speech service to transcribe speech to text.

The Azure Toolkit in ice 13 and 14 has additional functionality. For example, it has the ability to invoke Azure OpenAI Service to start and continue a conversation with the bot, and to start and continue a conversation against an ice knowledge store database, which may contain text documents such as user manuals. These features provide a number of benefits, depending on their exact use. In the case of accessing knowledge bases to provide information to agents, the AI empowers agents to do their work more efficiently.

Click here to learn more about how to use these new features.

Reach Out to Learn More

If you’d like to learn more about ice 14 and how it can benefit your organization, reach out to your account owner or request a demo.