Contact Center for Modern Workspace Collaboration

Certified Microsoft Teams Solution

ice Contact Center modernizes the call center with business application integrations, AI, and analytics across all communication channels.

ComputerTalk advantage

Most comprehensive contact center product in the industry

Built to fit your needs

Meet the most complex of organizational requirements. We will work closely with you to design solutions that fit your changing needs.

Speed up resolution time

Automate tasks with artificial intelligence. Save agents' valuable time, accelerating resolution speed and increasing customer satisfaction.

Omnichannel capabilities

Easily allow customers to contact you through any communication channel while agents can efficiently handle the interactions on a single platform.

Powerful integrations

Optimize your technology investments. Integrate applications such as CRM, chatbots, and more with ice's powerful functionalities to accelerate resolution time and drive ROI.

What our customers say

"We're pleased ComputerTalk has announced availability of ice for Microsoft Teams with Direct Routing, and that they are among the first group of partners to begin certification for their solution."

- Mike Ammerlaan, Director of Microsoft 365 Ecosystem marketing at Microsoft Corporation

bob-barker

“For me, cost and ease of use to administer are the biggest draws to this product. For our customer service team, ease of use and good reporting are probably their favorite parts.”

- Michelle Corbett, Cybersecurity Specialist at Bob Barker Company

Modern contact center

Take your Microsoft Teams investment to the next level

As a Microsoft Teams native contact center, ice with Teams gives users all the contact-handling tools they need all within the Teams interface.

Direct routing drastically accelerates call setup times for mission critical-voice services.

Powerful modules

All the powerful tools you need to efficiently run your contact center

ice Contact Center has over 30 robust modules including real-time monitoring and analytics, historical reporting, chatbots, recording, surveys, and more.

ice Contact Center platform

Created for everyone

For agents
Easily handle all interactions on one platform

Provide agents and contact center users with the tools to make their job more efficient and deliver outstanding customer services. Simply handle all interactions on one platform no matter what channel customers reach your organization.

For administrators
Providing powerful administration capabilities

House all your contact center tools on a single platform. With enterprise capabilities such as coaching, barge-in, silent monitoring, making workflow changes on the fly, and more, ice allows administrators to efficiently handle critical day-to-day tasks.

For customers
Enhance customer experience and engagement

As an omnichannel solution, ice offers integrations with several modalities so customers can contact you on their preferred communication channel. Integrate your contact center with CRM and ticketing systems to personalize customer experiences.

Customer experience

Connect with your customers the way they want

Reach customers where it is most convenient for them whether through voice, video, web chat, social media, chatbots, or other means.

As new communication channels are added to your organization, agents will continue to use the same tools they are familiar with, reducing the training gap to learn new software.

Latest announcements

From our Blog

How to make the most of your contact center during the COVID-19 pandemic uncertainty

Interactive Press Release

ComputerTalk announces general availability of ice with Microsoft Teams with Direct Routing

Case Study

MLB’s The Houston Astros deployed ComputerTalk’s ice Contact Center to increase efficiencies with ticket sales

Why ComputerTalk?

Every ice Contact Center solution is unique, designed and configured to meet your changing organization needs.

With over 30 years of industry experience, ComputerTalk is here to work with you to configure your contact center solution.

Success Stories

Quick Deployment

When the COVID-19 pandemic began, public health orders in this government region were inconsistently interpreted with other regions and the country. Due to changes with the pandemic and public health information, the organization received an overwhelming volume of questions from concerned patrons. From inception to activation, ice Contact Center with Teams was up and running in just 10 days! The efforts included planning, organizing, and training 100 users from multiple public ministries.

Connect with your customers the way they want.

Reach customers where it is most convenient for them whether through voice, video, web chat, social media or other means. As new channels are added to your organization, agents will continue to use the same tools they are familiar with.

Enhancing customer experience.

In a world where everyone is focused on connecting with others, your organization needs a way to stand out from the competition. ComputerTalk helps organizations deliver excellent customer experiences across every communications channel.

Introducing the future of cloud
contact centers.

ice, intelligent communications exchange, contact center is the only enterprise-class, native Skype for Business contact center.

All-in-One Platform

Save time by efficiently handling different methods of communication on one platform including voice, email, web chat, IM, SMS, video, and social media. Users no longer have to manage inquiries from different channels on multiple pieces of software. More importantly, customers can contact you using their preferred communication channel.

The all-in-one platform offers seamless contact center operations and the ability to customize your contact center for industry-specific needs.

PCI Cloud

ComputerTalk is committed to safeguarding custom information with its Payment Card Industry Data Security Standard (PCI-DSS) compliant Contact Center cloud, offering unparalleled security for credit card information processing.

CRM

ice integrates advanced communications workflows with CRM solutions to implement business routing rules across all media channels. By integrating CRM with the contact center, your organization can increase efficiency, improve knowledge distribution, reduce call duration, and improve customer experience.

ice Contact Center supports any deployment scenario.

Whatever your requirements, you can expect feature parity and the same powerful experience, no matter the deployment scenario.

Cloud

On-premises

Hybrid

If you use Skype for Business on-premises, or Skype for Business/Teams in the cloud, ice Contact Center provides the same Skype for Business native experience.

How we help customers

ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.
Randy Robbins, Director of Information Technology
Bob Barker Company

We're going from an environment where the phone would ring and everyone would look around to see if someone was going to answer it, or say "I'm working on something, can someone else get it?" to having the capabilities and visibility that our supervisor and tier 2 team can watch and step in and help as needed.

- Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek

ComputerTalk’s infrastructure handled the election extremely well, as evidenced by our fully functional call center that had zero incident execution on polling day. I was able to track all calls and agents, and redirect calls to other queues or add queues when things picked up. Reports were generated so quickly - instantaneously - enabling us to monitor volumes and status at all times.
- John L. Hollins, Chief Election Officer
Elections Ontario

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

Globally Unified

ice is a native Skype for Business and PBX agnostic contact center that seamlessly integrates with your current unified communication infrastructure and customer relationship management software.