Softphone
icePhone
icePhone is a softphone that enables agents to handle calls and chats directly in the iceBar interface. It can be used as the primary or backup connectivity mode, so agents always stay connected.
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Benefits
icePhone provides flexibility and resiliency in your contact center.
With the option to be used as either primary or backup connectivity, icePhone ensures agents always stay connected to their customers.
Increase productivity with a unified interface.
Agents can easily and effectively make calls and engage in chat sessions natively within the iceBar interface. This saves agents time from having to navigate between windows and operate in multiple interfaces, ultimately allowing for increased efficiency and productivity.
Simplify communications with separate internal and external interfaces.
With icePhone, agents can manage communications with customers and team members in separate interfaces. This separation helps agents stay organized and avoid mixing up interactions, ensuring smooth experiences for both contact center staff and customers.
Increase Microsoft Teams contact center resiliency
Call centers are mission critical, and every second counts. For organizations using Microsoft Teams Direct Routing or a PBX, icePhone serves as a backup in case of an outage. This ensures the continuation of contact center operations, even when connectivity is interrupted.
Use cases
Use icePhone to call or chat with ease.
Other solutions
icePhone is conveniently built into our existing iceBar interface, reducing navigation between windows.
Frequently Asked Questions
Everything you need to know about icePhone
A softphone is a phone that uses an internet connection to make calls, rather than using traditional physical hardware.
To use a softphone, simply access the softphone application on your internet-connected device, often directly in an internet browser, and use your device’s microphone and speaker to place and receive calls. icePhone is built directly into the iceBar interface, allowing you to use it with the same call controls and the same interface as any other call within ice Contact Center.
Softphones use Voice over Internet Protocol (VoIP) technology to operate, along with your internet-connected device’s microphone and speaker.
CUSTOMER SUCCESS
What our customers say about us
We brought in ice knowing we could connect with our CRM. Building something that truly integrated the CRM and contact center sounded nice in theory, but it is even better in practice.
Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek
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
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