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.

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.

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.

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.