ComputerTalk’s ice Contact Center is a Lync qualified all-in-one contact center that runs as a native part of the Lync topology. It enables organizations to bring Lync unified communications to their contact centers, and to extend the power of contact center applications to the rest of the enterprise.
The market offers several Microsoft Lync contact center products, each claiming to deliver a solution that “leverages Lync”. ice goes beyond simply leveraging Lync to being fully embedded.
ice runs as a native UCMA application. For example, if you already have SIP trunking set up for Lync, ice can take advantage of the same SIP trunks. In the same token, Lync gateways, server pools, database clusters, and redundancy can also be utilized by ice.
If you have multiple sites configured in Lync with least cost routing, ice takes advantage of that.
ice applications use Lync features including automatic speech recognition, text-to-speech, video, audio record and playback, DTMF, call control, instant messaging, web chat and presence information display.
ice is an all-in-one product and is the only contact center for Lync that offers a wide range of features without third party offerings. ice features include contact routing and distribution, a full IVR designer, call recording, historical reporting, real-time monitoring, skills-based routing, and media-specific interactions.
The “UC Workflow” designer is an easy-to-use, Visio-like graphical editor for building self-service and complex routing applications utilizing IM, voice, email, web-chat, Twitter, and Skype (native in Lync 2013, via gateway in Lync 2010). These functionalities can now be delivered to all Lync users, beyond contact center agents. In addition, ice can route calls to any endpoint that Lync knows about, for example cellphones, landlines, and common area Lync phones. You can also route IM to public IM clients.
ice is software only, runs on commodity hardware, and can be deployed in any physical or virtual machine environment, be it on premise, or in a dedicated or multi-tenant cloud. ComputerTalk is a major service provider of ice contact center and Lync in a PCI compliant cloud.
Every point of contact between your customers and your organization can have a large impact on people's perception of your company. An enterprise-class system can improve the communication experience between these two groups. ice offers your contact center, your users, and your decision makers several features.
For your contact center
What your users get
What is ice?
ice is a business productivity suite, composed of applications that work together to provide a seamless communication experience.
Together, components, core applications, add-ons, and custom apps integrate neatly to give you full contact center functionality.
|iceAdministrator. The administration portion of the contact center. Administering your contact center has never been easier – add or change user accounts, queues, teams, connection addresses, all on one interface.||iceMonitoring. Provides a dashboard display of real-time information, enabling team leads and supervisors to perform simple contact center administration, such as managing queues, rerouting contacts, monitoring user performance, and creating custom alerts that pop up or are emailed.|
|iceReporting. Provides over 100 in-depth historical reports, equipping you with the data you need to make informed decisions and effectively strategize for the future.||iceBAR. Provides an integrated soft phone that clips in with Microsoft products. Users can view queue stats, pick up queued contacts, input reason for call codes, and access CRM information. Team leads and supervisors can silently monitor calls, reroute contacts, and record calls as required.|
|iceWorkflow Designer. A drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. It enables you to create custom applications that support industry-specific business requirements and to integrate your collaboration and communication tools onto one platform. (Watch demo)|
Where can you use ice?
|Interactive Voice Response||Technical Support||Help Desk|
|Customer Service||Telesales||Virtual Call Center|
|Home Based Users||Contact Center Continuity||Retail|