ComputerTalk is excited to introduce version 15.2, launching later this summer. This version is one of ComputerTalk’s most impactful releases to date—built directly from customer feedback and shaped by the real-world needs of modern contact centers. Every enhancement reflects what organizations are asking for today: better AI performance, stronger data protection, more flexible administration, and richer customer engagement channels.
At the same time, this release reinforces our commitment to innovation. As the contact center industry shifts toward AI-powered self-service and omnichannel experiences, ComputerTalk continues to stay ahead of the market with practical, scalable capabilities that improve both customer experience (CX) and operational efficiency. Version 15.2 includes:
- Centralized AI Knowledge and Intent Management
- Automated PII Redaction
- Built-In Video Calling
- Real-Time Screen Sharing
- Granular Permissions
Centralized AI Knowledge Management for Faster, Smarter Self-Service
iceAI Studio provides organizations with a single, centralized workspace within iceManager to manage AI knowledge and intents. This makes it easier to build, train, and optimize AI Agents that deliver accurate, consistent customer responses across voice and digital channels.
Key capabilities include:
- Managing certified curated Q&As and AI-generated answers in one place
- Automatically scraping website content to build AI knowledge bases
- Defining and training intents for natural language routing
- Retraining AI models with company-specific terminology
- Monitoring and improving AI performance over time
Because iceAI Studio is fully built into the iceManager platform, users get a familiar interface with no third-party complexity or integration overhead.
Key outcomes:
- Faster AI deployment using existing website content
- Higher automation rates and reduced agent workload
- Stronger governance with a secure, isolated knowledge base
- Continuous optimization through performance insights and retraining
Stronger Data Privacy and Compliance with Automated PII Redaction
Our new PII Redactor helps organizations protect sensitive customer data by automatically removing personally identifiable information (PII) from call recordings and transcripts.
It detects and redacts data such as
- Names
- Phone numbers
- Credit card details
- Other configurable sensitive data types
This feature is fully configurable, allowing organizations to align redaction rules with internal policies and regulatory requirements.
Key outcomes:
- Reduced compliance and security risk
- Safer storage and use of interaction data
- Easier adherence to privacy regulations
- Less manual effort in data protection tasks such as finding, reviewing, and removing personal information
More Personal Customer Engagement with Built-In Video Calling
Version 15.2 introduces Video Calling to help contact centers deliver more human, high-touch service experiences.
Customers can seamlessly escalate from chat or voice to video within a single interaction, enabling face-to-face support when it matters most.
Key outcomes:
- More personalized and empathetic customer interactions
- Faster resolution of complex or sensitive issues where visuals help with speed
- Improved trust and customer satisfaction
- Stronger agent–customer connection
Video calling is especially valuable for scenarios where visual communication reduces friction and improves clarity such as trouble shooting a technical issue that depends on what the customer is seeing.
Learn more: Video Calling Customer Support Explained: When to Use It and When to Avoid It
Faster Problem Resolution with Real-Time Screen Sharing
Screen Sharing enables agents and customers to share their screens during voice or video interactions, creating a more collaborative support experience.
Either party can initiate screen sharing to:
- Troubleshoot technical issues
- Walk through forms or applications
- Demonstrate processes step by step
- Resolve issues without lengthy explanations
Key outcomes:
- Shorter handle times
- Faster issue resolution
- Reduced repeat contacts and escalations
- Improved clarity during complex support interactions
Enhanced Security and Control with Granular Permissions
The new Granular Permission Model gives administrators precise control over access to sensitive contact center data, including call recordings, transcriptions, and AI metadata.
Administrators can define permissions for actions such as:
- Viewing
- Listening
- Downloading
- Deleting
Permissions are managed through configuration groups, making it easy to assign role-based access across teams and departments.
Key outcomes:
- Stronger data security and governance
- Improved regulatory compliance
- Reduced risk of unauthorized access
- Scalable user and permission management
A Major Step Forward for ice Contact Center
Version 15.2 brings together AI innovation, customer experience enhancements, and enterprise-grade security in a single, cohesive release. From improved AI management with iceAI Studio to enhanced privacy controls and richer engagement tools like video and screen sharing, this update is designed to help organizations modernize their contact centers with confidence.
Stay tuned for the launch of 15.2 this summer.
Checkout what’s already included in version 15.0.
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