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icePhone is a softphone that enables agents to make calls and chats directly within iceBar to provide a unified interface. It can be used as the primary or backup connectivity mode, ensuring agents always stay connected to their customers. In this recorded session, ComputerTalk's Product Trainer, Christina Liu will cover the following: Introduction to icePhone Benefits and use cases How to use icePhone with iceBar for Desktop How to use icePhone with iceBar for Web
Explore how speech analytics technology can transform your contact center operations and enhance your customer experience. In this recorded session, ComputerTalk and Tethr will uncover the following: Benefits of adding speech analytics to your contact center How ice Contact Center integrates with Tethr Demo of Tethr speech analytics
Unlock the full potential of your contact center iceReporting! In today's competitive business landscape, leveraging the right reporting strategies is crucial for delivering exceptional customer experiences and driving operational efficiency. In this recording, ComputerTalk's Training & Documentation Specialist, Diane Vasquez will go over: Key ice reports to provide the best info on queues, users, teams, and contacts How to schedule reports Print verses View report generation New data-only reports in ice 12 to easily filter and manipulate data Tidbits, recommendations, and helpful iceReporting tip
Experience the power of ice 14, the next-generation cloud contact center platform. By utilizing AI to automate workflows, analyze feedback, and enhance performance, ice 14 offers more personalized customer experiences. In this recorded session, our Training & Documentation Specialist, Christina Liu, explores key features like post-call transcription, AI-enhanced interactions, and improved oversight tools.
Discover the latest advancements in customer service and agent productivity with ice Contact Center 13. In this recorded session, our Training & Documentation Specialist, Christina Liu, showcases the top features and benefits, including file sharing with customers, enhanced email capabilities, and advanced interaction analysis tools.
Real-Time Dashboards in iceManager provide visibility into key performance metrics. This video demonstrates how to create, customize, and assign dashboards to track KPIs in real time. This video also shows how to configure role-based insights, support multiple dashboards per user, and use actionable data to improve decision-making and operational efficiency.
Real-Time Dashboards in iceManager provide visibility into key performance metrics. This video demonstrates how to create, customize, and assign dashboards to track KPIs in real time. This video also shows how to configure role-based insights, support multiple dashboards per user, and use actionable data to improve decision-making and operational efficiency.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to access and review your contact history.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to change your state in ice.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to use the iceBar to cold transfer a call.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to place a caller on hold using the iceBar.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to place a call using the iceBar place call button and the icePhone.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to perform an iceBar restart. iceBar users may occasionally experience an error reading the iceBar web configuration during start-up. The icebar restart will force iceBar to download a fresh configuration and resolve the issue.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to exit iceBar.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to log off of queues only.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to log off of ice and queues.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to add the silent monitor button to your iceBar.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates to log into ice without logging into queues.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to log into ice and queues.
iceBar for Desktop is a powerful and easy to use toolbar which allows users to handle any type of multimedia interaction received through ice. This video demonstrates how to launch and sign into iceBar.
iceMonitor is the tool that helps you monitor daily activity in your contact center. This video reviews how to configure and enable alerts to notify you when certain conditions have been met within your contact center.
iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to place a user in a ready and not ready state.
iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to log a user on and off ice.
iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to log a user on and off of queues.
iceMonitor is the tool that help you to monitor daily activity in your contact center. This video demonstrates how to silent monitor a user. Silent Monitor is a feature of ice that allows team leads, supervisors, and administrators to monitor ongoing telephone calls and chat conversations on the ice system. It is particularly useful when you would like to monitor agent interactions to determine whether training is effective or if employees need more feedback and guidance on customer service.
Contact Insights allows administrators to capture, store, and analyze detailed information about contact center interactions. This video demonstrates how to create, manage, and run Contact Insights jobs. This video also shows how to run jobs on-demand in iceJournal, schedule them for specific contacts, and filter results to quickly find the details you need.
iceManager provides access to ice Contact Center's web-based tools such as iceBar for web, iceMonitor, and iceReporting. This video demonstrates how to reset a user's password.
iceManager provides access to ice Contact Center's web-based tools such as iceBar for web, iceMonitor, and iceReporting. This video demonstrates how to log on to iceManager.
iceAdministrator is the home for all of your contact center management tools. You can add and remove users and queues, as well as manage all the necessary settings. For example, you can change settings on the fly to ensure that contact center operations are running smoothly. iceAdministrator also provides access to iceWorkflow Designer, a visual tool that enables you to create and modify workflows for your contact center queues. This video explains the different queue settings found in the properties tab in iceAdministrator, such as queue thresholds, COS (class of service), and weights.
iceMonitor is the tool that helps you monitor daily activity in your contact center. This video demonstrates how to coach a user. Coaching is a feature of ice that allows team leads, supervisors, and administrators to interact with the user during a call or chat session. During Coaching, only the user can hear the supervisor, and the caller cannot hear the supervisor.
iceJournal provides the ability to search for interactions by queue, user, contact type, date range and other criteria. You can also access evaluation forms through iceJournal. This video demonstrates how to create, modify, and use evaluation forms. Team Leaders, Supervisors, and Administrators can use evaluation forms to assess agent performance in their contact centers.
Multi-Contact handling allows you to handle more than one contact at the same time. You can handle email and IM contacts while handling a phone call. This video demonstrates how to use the multi-contact handling feature on iceBar.