Call Centers become Contact Centers when multiple channels of communications are used to provide customer service in an efficient, organized, and effective way.  The phone continues to be the dominant form of communication for people wishing to interact with organizations, however email and instant messaging are increasingly the media of choice, particularly with the younger generations.

In order to be competitive, businesses need to not only retain the customers they have; they need to show that they want new business and will do what it takes to get it.  This means enabling customers to contact them when they want, and how they want, and to reach out to improve relationships and forge new ones.   ice Contact Center helps organizations do exactly that – while cutting costs, improving operational efficiency and leveraging their resources.

Vendor Agnostic

ComputerTalk’s vendor agnostic approach means that you can keep your current systems and technologies (PBX, IVR, CRM, etc), and incorporate pieces of ice at your own pace. As you move towards an all-ice solution, you’ll benefit from a reduction in the number of vendors, meaning increased productivity and competitiveness for your organization.

ice can overlay any PBX, meaning you don’t need to suffer through a rip and replace approach. Keep using the equipment you’ve got and ice simply builds upon and extends the value of those previous investments.

On the other hand, if you do need a PBX, we can provide a solution.

All in one CC-ACD-IVR

With ice, adding functionality is simple because the contact center and self service features are all in one box -  “turning on” a feature is as simple as buying a license.  That means you can avoid costly disruptions to your regular operations.  You can start with simple ACD for example, and add in speech self service, recording, email routing, campaign management when you need them, quickly and easily.

Hybrid

One of the key benefits of ice is its flexibility.  This is evident in the number of ways it can be deployed to meet the needs of our diverse installed base.

• Hybrid
• Pure VoIP
• Traditional TDM

Let’s say all the users are TDM and the decision is that you want to migrate them to VoIP. ice supports both TDM users and VOIP users, allowing them to function seamlessly as a contact center, sharing queues, statistics, reports, etc.  We will also support a user that has 2 phones, some users may want to keep their TDM phone while “trying out” IP.  Once they’re 100% comfortable we could get rid of the TDM phone.  The point is that as a contact center we can move users over gradually to IP from TDM.  If you choose to move users over gradually, ice continues to function as is, and the user won’t see any difference.  Once everyone has migrated over, then you can rip out the TDM PBX if you wish and just like that - you’re 100% IP.

SIP

Advantages of SIP:

• Simplifies your contact center infrastructure and provides significant cost savings without compromising customer satisfaction
• Allows you to fully utilize experts in branch locations or remote offices, and easily adjust staffing to meet service levels
• Leverages multiple communication channels, including email, voice, video, and IM
• Supports a virtualized workforce across multiple sites
• Enables the hosting of your customer service in the cloud
• Allows you to choose the hardware and software that fit your business needs now and as they evolve

CEBP Application Solutions

Connect people and processes by embedding your communication channels right into your business applications.

Example:  A purchasing/order processing application may provide presence and communication information about the sales support team associated with any order.

Example:  monitor account transactions and if a transaction is deemed abnormal, initiate notification to the customer through voice, email, or whatever channel makes sense. That way you're being proactive about keeping the customer informed.