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Slice of ice Recap: Navigating iceAdministrator Part 1
by Shaundalee Carvalho | Oct 20, 2020, 12:30 PM
On Wednesday, September 16th, ComputerTalk presented the first of two Slice of ice (formerly Lunch and Learn) sessions devoted to navigating iceAdministrator. In this session, Training and Documentation Specialist, Kathika Uthayakumar provided an overview of iceAdministrator, discussed managing your contact center, and explained the ice training configuration.
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Slice of ice recap: Troubleshooting ice
by Shaundalee Carvalho | Sep 29, 2020, 11:32 PM
On Wednesday, August 19th, ComputerTalk hosted the first official session in its newly renamed webinar series, Slice of ice (formerly Lunch & Learn). The topic was Troubleshooting ice.
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Is Your Contact Center Holiday-Ready?
by Shaundalee Carvalho | Jun 24, 2020, 07:48 PM
Now that summer has officially arrived, it’s time to get excited for the first holiday of the season. Canada Day is only one week away, and Independence Day follows shortly for our southern neighbors. As you busy yourself with stocking up on sunscreen, uncovering your barbecue, and buying fireworks, you may forget one other important thing you need to prepare: your contact center.
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ComputerTalk announces general availability of ice for Microsoft Teams with Direct Routing
by Danielle Wong | May 28, 2020, 07:41 PM
TORONTO, CANADA (PRWEB) MAY 28, 2020 Computer Talk Technology Inc. (“ComputerTalk”) today announces that Direct Routing for ice Contact Center with Microsoft Teams is generally available in our North American cloud sites. This new capability gives customers an alternative to Teams federation. Direct Routing enables calls to be routed to Teams-based agents using a managed SBC network. With faster call setup times than federation, ice allows agents to handle all interactions directly in the Teams client of their choice.
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How to Make the Most of Your Contact Center During the COVID-19 Pandemic
by Shaundalee Carvalho | May 4, 2020, 08:14 PM
Society today is in a unique position as a result of the current COVID-19 pandemic. Individuals and businesses everywhere are facing much uncertainty regarding the current circumstances, how long they will last, and what exactly the long-term impacts will be.
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Lunch and Learn: Supporting Remote Workers with ice
by Shaundalee Carvalho | Apr 24, 2020, 09:39 PM
On Wednesday, April 22nd, ComputerTalk hosted the first of its series of COVID-19 related Lunch and Learn webinars. The topic was Supporting Remote Workers with ice.
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Introducing ComputerTalk’s NEW mobile app!
by Nicole Robinson | Apr 20, 2020, 06:31 PM
ComputerTalk has recently launched our iceChat mobile app. The iceChat app demonstrates ComputerTalk's iceMobile Connect capabilities by allowing you to connect to our Sales and Support teams or a self-service demo.
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How ComputerTalk is Supporting Remote Workers in the Contact Center during COVID-19
by Danielle Wong | Apr 9, 2020, 06:47 PM
With physical stores closing and many offices encouraging their staff to work remotely, it is crucial to guarantee your contact center stays up and running to handle your customers’ inquiries.
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Microsoft Ignite: 10 Tips and Tricks for Attending
by Mackenzie Wilcox | Jan 21, 2020, 08:55 PM
Microsoft Ignite is an annual conference for developers and IT professionals hosted by Microsoft. The conference normally lasts for five days and consists of presentations, white board sessions, and hands-on labs. Ignite offers great opportunities to meet Microsoft experts, MVPs, community members, and partners. Networking is enhanced through an exhibition area where vendors can show off technologies and products, ‘ask the experts’ sessions and after-hours parties. It has taken place in several locations around the world and we are excited to hear that 2020 will be in New Orleans, Louisiana!
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7 new Microsoft Teams features announced at Ignite 2019!
by Nicole Robinson | Dec 17, 2019, 07:31 PM
During the first day of Ignite, Marissa Salazar, Product Marketing Manager for Microsoft Teams announced 7 exciting new Teams features. Most of these are top features requested in the past year by users.
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ice, Teams, and Direct routing
by Chris Bardon | Oct 29, 2019, 12:27 PM
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.
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ice: The Contact Center for the Microsoft 365 Platform
by Chris Bardon | Oct 28, 2019, 11:07 PM
One of the strengths of ice Contact Center has always been the application integration possibilities we offer. In the 30 years we’ve been in the industry, we’ve integrated into both commercial and bespoke CRM systems, databases of various stripes, workforce management platforms, and countless other systems of record. While no two integrations are alike, there are some systems such as Dynamics 365, that are used far more often than others and certain integration points that are common and repeatable. This post highlights a few areas where you can use ice Contact Center to tie into the Microsoft 365 platform, including Graph, PowerApps, and Azure.
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ice and Teams - Better Together
by Chris Bardon | Oct 23, 2019, 02:36 PM
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.
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ComputerTalk is on Microsoft AppSource
by Danielle Wong | Oct 21, 2019, 02:29 PM
As a Microsoft Gold Certified Partner, member of TAP, and with three gold competencies and two silver competencies, there’s no doubt that ComputerTalk has strong ties with Microsoft. We are pleased to announce that you can now connect with us on Microsoft's destination for business apps.
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Meet the ComputerTalk Team at Microsoft Ignite 2019
by Danielle Wong | Oct 8, 2019, 09:50 PM
The ComputerTalk team is heading to Orlando, FL from November 4-8 for Microsoft Ignite 2019!
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3 Benefits of Integrating Social Media with Your Contact Center
by Danielle Wong | Oct 3, 2019, 12:22 AM
More and more customers are turning to social media when contacting an organization. They are using the communication platforms they use in their everyday lives and expect increased customer service when their issues are exposed in public. The expectations have gone from waiting to hear back through emails exchanges to instant responses and fluid back and forth conversations with contact center agents.
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Using Omnichannel Communications to Accelerate Ticket Sales Through your Contact Center
by Danielle Wong | Sep 13, 2019, 03:44 PM
Follow Fan Fred below as he interacts with his favorite sports team, the iceville Beavers. See how the iceville Beavers enhanced Fan Fred’s experience throughout the season which lead to increased ticket sales.
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How to Overcome Your Customers' Frustrations When Contacting Your Organization
by Danielle Wong | Sep 4, 2019, 06:36 PM
Last autumn, my colleague and I conducted an internal survey asking ComputerTalk staff, "What is your biggest pain point when contacting an organization?" We found that many pain points can easily be solved with simple contact center features and don’t require complex solution overhauls. Your customers might have experienced some of these pain points when contacting your organization. Here are some simple and easy ways to overcome those challenges:
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ice and Microsoft Teams migration
by Chris Bardon | Aug 27, 2019, 01:14 PM
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.
