Click here to watch the complete recording or read on for a summary.

What is icePhone?

icePhone is a communication tool that enables agents to make calls and chats directly within the iceBar interface, eliminating the need to have a separate telephony platform.

Benefits

• Increase productivity with a unified interface – The ability to make calls and chats natively within iceBar reduces navigation between windows and simplifies the agent experience, allowing for increased productivity.
• Simplify communications – icePhone separates internal and external communications, allowing agents to easily keep track of all their interactions.
• Increase Microsoft Teams resiliency – icePhone can be used as a backup for Teams Direct Connect or PBX, meaning your contact center can continue providing its service when there is a telephony outage.
  

Use Cases

• Voice and/or chat – You can use icePhone in your contact center to place calls and/or send chat messages.
• Primary connectivity model – You can use icePhone if you don’t have existing phone infrastructure or if you’re looking to get rid of your PBX and are not interested in switching to Teams.
• Backup connectivity model – You can use icePhone as a backup during a Microsoft Teams or PSTN outage to ensure agents stay connected.
  

Demo

During the final part of the Slice of ice session, Christina demonstrated the following:

• Voice with iceBar for Desktop (This begins at the 5:30 mark in the video)
• IM with iceBar for Desktop (8:35)
• iceBar for Web (14:00)
  

To learn how you can implement icePhone, speak to your account owner or request a demo today!