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Enhance customer experience with Microsoft Teams and ice Contact Center


Contact-Center-for-Teams

ice Contact Center with Microsoft Teams

Expand contact center functionality to subject matter experts in order to foster collaboration and transform your customer experiences.

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Contact-Center-with-Artificial-Intelligence

ice Contact Center with Artificial Intelligence

Take advantage of ice Contact Center’s built-in universal connectors to introduce automation, intelligent routing, and self-service applications.

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Contact-Center-Social-Media-Integration

ice Contact Center + Social Media Integration

Transform customer experiences by proactively resolving customer frustrations on social media.

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Teams and ice Contact Center blogs

  • ice and Microsoft Teams migration

    by Chris Bardon | Aug 27, 2019, 09:14 AM

    If Microsoft Teams is your organization’s final destination, there are many paths to get there and several resources online that can help guide you through the process. There are factors to consider such as whether or not to use calling plans or direct routing, how and when to migrate Skype for Business users’ meetings, and how to stage upgrades so that users can still collaborate while in different upgrade modes.

  • ice, Teams, and Direct routing

    by Chris Bardon | Oct 29, 2019, 08:27 AM

    One of the major improvements that Teams made over Skype for Business was the introduction of Direct Routing. In the SFB world, an onprem topology could be connected to the cloud for hybrid voice, but the architecture was complicated, and there were several restrictions.

  • ice and Teams - Better Together

    by Chris Bardon | Oct 23, 2019, 10:36 AM

    The ice Contact Center already has full support for Microsoft Teams. Using the Teams client in conjunction with iceBar not only gives agents advanced call controls, but also screen pop and application integrations, visibility into the state of queues, and specialized and granular state controls that go beyond what Teams offers natively. This made for a great first step, but for organizations that are all in on Teams, we wanted to make the integration tighter and enhance the agent and supervisor experience.

Enable automation and personalization with CRM integration

Contact-Center-Dynamics

ice Contact Center + Microsoft Dynamics 365

Optimize the way you communicate with customers through CRM integration. Provide users with updated customer information to provide quick and accurate customer service.

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Contact-Center-Salesforce

ice Contact Center + Salesforce

Enhance customer experiences by ensuring contact center users are prepared for any interaction.

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