The power of unification.
The power of ice.
ice Contact Center is an all-in-one platform which offers seamless contact center operations and the ability to customize your contact center for industry-specific needs.
Below are the contact center modules which form ice. Click on one of the modules to learn more about it.
iceAdministrator
The administration portion of the contact center. Administering your contact center has never been easier – add or change users, queues, teams, connection addresses, all on one interface.
IVR
A customizable IVR (Interactive Voice Response) system that allows organizations to automate and streamline their customer's journey to provide faster and more accurate service and information. With ComputerTalk's IVR solutions organizations can automate routine tasks such as retrieving account balances, changing account information, and checking business hours, locations, and web addresses.
icePay
A PCI compliant payment processing IVR that allows organizations to accept credit card payments without needing to store any sensitive cardholder data in their environment.
iceBar
A contact management tool for handling contacts. Using this module, agents can also view queue stats, pick up queued contacts, input reason for call codes, and access CRM information. Team leads and supervisors can silently monitor calls, reroute contacts, and enabling recording as required.
iceJournal
A contact management tool for handling contacts. Using this module, agents can also view queue stats, pick up queued contacts, input reason for call codes, and access CRM information. Team leads and supervisors can silently monitor calls, reroute contacts, and enabling recording as required.
iceReporting
Provides over 100 in-depth historical reports, equipping you with the data you need to make informed decisions and effectively strategize for the future.
iceCampaign
A versatile tool to manage all of your outbound contact center campaigns. Depending on your needs, ice Campaign provides access to three different campaign types: progressive, predictive and preview. Within this module, you can configure outbound campaigns, as well as adding and managing users and lists for your campaign.
iceMobile Connect
ComputerTalk's mobile application integration will help optimize your customer experience strategy. Overcome customer frustration of getting hold with an agent. With iceMobile Connect, allow your customers to easily get in touch with your contact center
iceSurvey
Automate survey collection with iceSurvey. Design, test, publish, and analyze surveys to gain actionable insights and understand customers' needs.
iceChat
iceChat is a highly configurable tool that enables you to embed contact center web chat directly within your website. iceChat allows for visual and functional configurations to match your branding guidelines.
iceMonitor
A dashboard display of real-time information. This tool enables team leads and supervisors to perform simple contact center administration, such as managing queues, rerouting contacts, monitoring user performance, and creating custom alerts that pop up or are emailed.
iceWorkflow Designer
A powerful drag-and-drop graphical editor that makes it easy to design and change processes, based on your changing organizational needs. Using this designer tool, you can create custom applications that support industry-specific business requirements and to integrate your collaboration and communication tools onto one platform. Design and develop your contact center with iceWorkflow Designer. To build a workflow, simply drag and drop icons that represent the actions you want to happen onto a Workflow page. Workflow changes contact center design and development by allowing you to create, test, and implement your applications without a hitch. iceWorkflow Designer enabled the creation of customized and automated call routing behaviors.
Integrations.
ice Contact Center comes packaged with dozens of pre-built connectors to your favorite platforms, including Dynamics 365, Salesforce, and common ticketing software. On top of the pre-built connectors, ice can integrate with nearly any platform, including your own homegrown software, using tailor-made connectors. These integrations help you provide personalized customer experience while optimizing agent efficiencies.
How we help customers
ice for Skype for Business completely ties into email and everything Office 365 offers. All the hooks for our entire ecosystem are there. Where before it was 3 or 4 systems you had to work around in, now it’s all connected.
Randy Robbins, Director of Information Technology
Bob Barker Company
We brought in ice knowing we could connect with our CRM. Building something that truly integrated the CRM and contact center sounded nice in theory, but it is even better in practice.
- Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek
ComputerTalk’s infrastructure handled the election extremely well, as evidenced by our fully functional call center that had zero incident execution on polling day. I was able to track all calls and agents, and redirect calls to other queues or add queues when things picked up. Reports were generated so quickly - instantaneously - enabling us to monitor volumes and status at all times.
- John L. Hollins, Chief Election Officer
Elections Ontario
We're going from an environment where the phone would ring and everyone would look around to see if someone was going to answer it, or say "I'm working on something, can someone else get it?" to having the capabilities and visibility that our supervisor and tier 2 team can watch and step in and help as needed.
- Crystal Goodwill
Administrative Assistant for Aftermarket Services at Magnetek
