What's the difference between an omnichannel contact center and a multichannel contact center?

While both multichannel and omnichannel contact centers provide multiple different communication channels, omnichannel contact centers have the advantage of interconnected channels. They share context between channels and offer a more seamless customer experience.

What is multi-contact handling?

Multi-contact handling is a feature that can optionally be enabled for users, queues, or teams. It allows an agent to handle multiple chat and/or email interactions simultaneously alongside up to one voice interaction. The maximum number of contacts can be set per user, ensuring that expectations for each agent are aligned with their skills and experience.

What are canned responses?

Canned responses are pre-written responses that can be quickly and easily sent during text-based interactions. They allow agents to communicate faster when responding to frequently asked questions, greetings, introductions, and any other responses that come up often.

ComputerTalk Provided Voice Services

User connectivity

Agents connect to the ComputerTalk Cloud via any 10-digit number — mobile, office, or home phone — over the public switched telephone network (PSTN).

Contact Center Calling

ComputerTalk provides voice connectivity for contact center queues, applications, bots, and users. Customers can acquire phone numbers from ComputerTalk or bring their existing numbers to the platform for use.

Why choose it?

ComputerTalk manages all aspects of your contact center, allowing you to deal with a single vendor and simplifying your experience.

Microsoft Teams

User connectivity

Agents connect to the ComputerTalk data center via Microsoft Teams.

Contact Center Calling

Calls placed using Microsoft Voice are routed to the ice Cloud using our native Call Director application and/or leveraging the latest Teams Phone Extensibility, offering support for all Microsoft Voice connectivity models — Calling Plans, Direct Routing, and Operator Connect.

Why choose it?

You can leverage your existing Microsoft investments and have the freedom to manage your own phone numbers within the Microsoft interface.

Bring Your Own Telephony

User connectivity

Agents connect to the ComputerTalk data center over the PSTN using our Direct Connect model.

Contact Center Calling

The customer provides their own carrier services, which connect to ComputerTalk’s data center via our Direct Connect model.

Why choose it?

You have the freedom to select the telephony vendor of your choice, meaning you can use an existing preferred vendor.

icePhone Built-In Softphone

User connectivity

Agents connect to the ComputerTalk data center via a softphone built into the ice platform.

Contact Center Calling

icePhone is only available for user connectivity.

Why choose it?

You can skip the traditional hardware and handle calls over the internet, all in a single interface.

Frequently Asked Questions (FAQs)

Additional Resources

BLOG

ComputerTalk ice Contact Center Announces Support for Microsoft Teams Phone extensibility

Learn how Teams Phone Extensibility helps simplify the integration process between ice Contact Center and Teams telephony.

Learn More

PRODUCT

icePhone, ice Contact Center’s Built-in Softphone

Dive deeper into our softphone and explore how it can improve flexibility and resiliency in your contact center.

Learn More

BLOG

Microsoft Operator Connect for Contact Centers: A Complete Guide

Learn everything you need to know about Microsoft Operator Connect in our in-depth guide.

Learn More

Let us show you what we can do for your contact center

From flexible telephony options to custom integrations, we can build a contact center that meets your unique needs. Connect today and let us show you how.

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ComputerTalk Provided Voice Services

User connectivity

Contact Center Calling

Why choose it?

Microsoft Teams

User connectivity

Contact Center Calling

Why choose it?

Bring Your Own Telephony

User connectivity

Contact Center Calling

Why choose it?

icePhone Built-In Softphone

User connectivity

Contact Center Calling

Why choose it?

Frequently Asked Questions (FAQs)

Additional Resources

ComputerTalk ice Contact Center Announces Support for Microsoft Teams Phone extensibility

icePhone, ice Contact Center’s Built-in Softphone

Microsoft Operator Connect for Contact Centers: A Complete Guide

Let us show you what we can do for your contact center

Thank you for contacting ComputerTalk!

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