Unified Communications

Many companies are using Microsoft Office Communications Server for IM and Presence, but have yet to take full advantage of what the platform has to offer.  ice helps these customers realize the full potential of Unified Communications.

ComputerTalk’s  ice UC product suite solves business challenges faced by organizations of any size, and any complexity.

ice UC also unleashes the powerful potential of integrating Microsoft Exchange, Voice, UM, SharePoint and Dynamics.

The ice UC portfolio of solutions provides advanced contact routing to contact center agents, corporate users, and subject matter experts both inside and outside the organization.  ice comes with detailed analytics, sophisticated reporting, skills based routing, and real time monitoring.  Its workflow application development toolkit enables a wide range of integration points to add context to communication including Microsoft applications such as SharePoint, Dynamics CRM, and Lync.  In doing so, the customer can provide a justifiable ROI for these applications.  For example, let’s look at a citizen 311 helpline.  ice takes a call through Lync, then accesses Dynamics CRM for caller information to display on the agent screen.  The agent is then directed to an appropriate link in a SharePoint knowledge base to share information with the caller.