Increase
customer satisfaction by offering personalized call treatment.-
Budgeting for a Modern Contact Center: Key Costs and Why They Matter
by Gabriel De Guzman | Published On January 21, 2026
This guide will break down the true cost drivers, highlight where smart contact center cost optimization pays off, and give teams a structure that aligns with customer needs.
-
The Top AI Automations Every Contact Center Should Implement in 2026
by Gabriel De Guzman | Published On January 14, 2026
This guide introduces the top contact center AI solutions, from agent assist to AI self-service and conversational analytics, primed to support customer-focused teams in 2026.
-
What's Next for Microsoft Teams Contact Centers: Predicting Microsoft's 2026 Roadmap
by Gabriel De Guzman | Published On December 9, 2025
Microsoft Teams is proving to be so much more than a collaboration hub for today’s companies. It’s turning into the place where voice, context, and AI live together, helping customer service agents move faster and supervisors act on data.
-
Slice of ice Recap: Enhancing Your Contact Center with Chat and Bots
by Gabriel De Guzman | Published On November 7, 2025
Uncover how chat and bot capabilities in ice Contact Center simplify workflows and create more efficient, personalized customer experiences.
-
10 AI Use Cases for Manufacturing and Supply Chain Contact Centers
by Gabriel De Guzman | Published On September 16, 2025
This blog explores how AI is transforming manufacturing and supply chain support, from intelligent virtual agents to predictive maintenance alerts, multilingual support, and more. Discover 10 practical AI use cases that reduce delays, improve communication, and keep operations running smoothly.
-
Microsoft Copilot vs. Agent Assist: Which is Best for Your Contact Center?
by Nicole Robinson | Published On April 23, 2025
It’s safe to say that the contact center has entered its intelligent era. Artificial Intelligence (AI) has transformed from a novel concept into something that influences every customer-focused workflow and contact center application.
-
Why 99.99% Uptime Matters for Contact Centers – and How to Get There
by Anastasia Micic | Published On June 9, 2023
Every minute of downtime risks lost revenue and missed service commitments. With cloud-based solutions and tools like icePhone, your business can deliver consistent, 24/7 customer service.
It’s safe to say that the contact center has entered its intelligent era. Artificial Intelligence (AI) has transformed from a novel concept into something that influences every customer-focused workflow and contact center application.
Microsoft Teams is proving to be so much more than a collaboration hub for today’s companies. It’s turning into the place where voice, context, and AI live together, helping customer service agents move faster and supervisors act on data.
If you’ve ever contacted an organization’s customer support, you know how beneficial it can be to have the option to use webchat instead of a voice call.
