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  • What are the Differences Between the 3 Models of Microsoft Teams Contact Center Certification?

    by Shaundalee Carvalho | Jun 27, 2022, 11:21 AM

    Everyone knows that Microsoft Teams is a popular tool for organizational communications. It’s often used for internal collaboration, and, in some cases, it’s used for all of an organization’s external communications as well. Microsoft Teams’ cloud voice capabilities, including auto attendant and call queues, are sufficient for organizations that don’t require more complex solutions with business tools and workflows. However, for those that do, that’s where Microsoft Teams certified contact centers come in.


  • LCS to Teams: A History of ice Contact Center with Microsoft

    by Chris Bardon | Nov 18, 2021, 05:52 PM

    From the early 2000s to our Teams Contact Center Certification earlier this year, ComputerTalk has been working alongside Microsoft for a long time to build the best products and integrations that we can for our customers.


  • 10 Ways to Use a Chatbot

    by Shaundalee Carvalho | Jul 23, 2021, 10:59 AM

    Many organizations today are realizing the value of chatbots in their contact centers. Chatbots can reduce wait times by answering questions instantly, help save agents’ time for interactions that require human assistance, and provide 24/7 support, even outside of staffed operating hours. However, many people don’t realize what chatbots are capable of, seeing them only as tools for answering frequently asked questions (FAQs). Chatbot uses extend far beyond FAQs! Read on to see 10 ways you can use a chatbot in your organization.


  • Slice of ice Recap: Getting the Most of Integrating ice with Your CRM

    by Shaundalee Carvalho | Dec 15, 2020, 02:45 PM

    On Wednesday, November 18th, ComputerTalk presented their latest Slice of ice webinar: Getting the Most of Integrating ice with Your CRM. In this session, ComputerTalk’s Product Marketer, Danielle Wong, discussed different CRM systems that ice integrates with, benefits and features of CRM integrations, and examples of how they work.


  • ice: The Contact Center for the Microsoft 365 Platform

    by Chris Bardon | Oct 28, 2019, 07:07 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.


  • 3 Benefits of Integrating Social Media with Your Contact Center

    by User Not Found | Oct 2, 2019, 08:22 PM

    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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10 Ways to Use a Chatbot

Many organizations today are realizing the value of chatbots in their contact centers. Chatbots can reduce wait times by answering questions instantly, help save agents’ time for interactions that require human assistance, and provide 24/7 support, even outside of staffed...
Slice of ice Recap: Getting the Most of Integrating ice with Your CRM

On Wednesday, November 18th, ComputerTalk presented their latest Slice of ice webinar: Getting the Most of Integrating ice with Your CRM. In this session, ComputerTalk’s Product Marketer, Danielle Wong, discussed different CRM systems that ice integrates with, benefits and features...
What are the Differences Between the 3 Models of Microsoft Teams Contact Center Certification?

Everyone knows that Microsoft Teams is a popular tool for organizational communications. It’s often used for internal collaboration, and, in some cases, it’s used for all of an organization’s external communications as well. Microsoft Teams’ cloud voice capabilities, including auto...