Social Media

ice Contact Center integrates with your social media accounts so that customers can reach you anywhere while agents handle all social media interactions on the same familiar platform.

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Benefits

Reach your customers where they want.

Enhance both customer and agent experiences by allowing social media interactions to be conveniently handled directly within ice Contact Center.

Increase customer satisfaction by offering more communication channels.

Give customers the option to reach you in the way that works best for them by integrating your social media communications with ice Contact Center. This gives customers the flexibility to conveniently reach you from anywhere on any device with an internet connection.

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Reduce time and cost spent on agent training.

While adding a social media integration allows customers to reach you on new channels, agents still handle these interactions on the same platform that they handle other text-based interactions on. This means that organizations don’t have to spend time and money to retrain agents on new platforms if they want to add social media capabilities.

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Increase productivity and response rates.

By integrating your social media accounts with your contact center, you ensure that all social media interactions immediately come directly into the contact center platform. This means that agents don’t have to waste time navigating between different applications and customers don’t have to wait for someone to check the organization’s social media accounts before they get a response.

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Features

Handle all interactions in one place.

Handle social media interactions the same way as other text-based interactions.
Enable multi-contact handling.

Use canned responses for greetings and answers to common questions.
Use your existing chatbot to handle social media interactions.

Social media messages are queued the same way as other text-based interactions.
Integrate with a number of different social media platforms, such as Facebook, Twitter, and WhatsApp

Frequently Asked Questions

Everything you need to know about a social media integration

A contact center social media integration is a connection between your organization’s social media accounts and contact center that allows for social media interactions to be queued and handled within your contact center.

ice Contact Center supports integrations with a number of social media platforms, including Facebook Messenger, X’s direct messages, WhatsApp, WeChat, Line, Telegram, and Viber.

Contact center social media integrations provide many benefits to both customers and agents. For example, they offer flexibility and convenience to customers while reducing training needs and navigation between windows for agents.

CUSTOMER SUCCESS

What our customers say about us

The customer service and technical assistance at ComputerTalk have been exceptional.
Christine Morrow
Contact Center Manager at Sunshine Coast Credit Union

The ComputerTalk team is great! The account team is very engaged and meets with us monthly to review any concerns, discuss potential changes, and review user feedback.
Doug Lamb
Administrator of WCLC Telephony System

ice Contact Center for Microsoft Teams completely ties into email and everything Microsoft 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

Other Tools

Equip your agents with the best customer service tools

We build the best solutions, so your agents have the tools they need to elevate customer experiences.

Contact Handling Toolbar

Find all the call controls you need in one place.

Live Chat

Empower customers to reach you by instant message through your website.

Chatbot

Reduce customer wait times and save agents’ time with a chatbot.

Request a demo

Find out how ComputerTalk can help you integrate your social media channels into your contact center.

Request a demo to learn more.

IVR Benefits

Increase customer satisfaction by offering personalized call treatment.

Decrease call times.

Improve efficiency and productivity.

Automated speech recognition.

Free up resources through automation.

Increase first contact resolution by routing to the appropriate agent.

Reduce operational costs.

Track and report the journey of every call.

Gain

Automated Speech Recognition

Take your IVR to the next level with Automated Speech Recognition (ASR). ASR lets you remove the constraints of a standard touch-tone IVR application to enhance the customer experience. Customers are able to speak their needs using natural language. ComputerTalk also offers voice biometrics to authenticate users through their voice.

IVR and Contact Center Continuity

IVR applications are not always able to answer all inquiries. Sometimes customers have complex or non-routine issues and need to be transferred to a contact center agent. ComputerTalk's IVR and ice Contact Center are both built using the iceWorkflow Designer tool to provide a seamless and continuous flow of information between IVR and contact center.

Outbound IVR

Don’t wait for your customers to call you. Proactively reach out to them using outbound IVR applications. Deliver automated outbound communication that simply plays a message and disconnects or plays IVR prompts where prospects can interact with menus

Sample Applications

The key to a successful IVR application is design. A well-designed IVR means a frustration-free experience for customers. Working with one of our IVR specialists, you can rest assured that your applications will send customers to the right place, without needless transfers.

We have built thousands of IVR applications for our clients. Below is a list of sample IVR applications. For a more comprehensive list, contact an IVR expert here.

Appointment Scheduler
Auto Attendant
Bill Payment
Billing and Account Inquiry
Call Routing
Check Ordering
Claim Filing and Processing
Credit Card Activation
FAQs
Hear Shift Schedules
Listen to Human Resources Listings
Policy Renewal or Coverage Changes
Traffic Enforcement - Pay Tickets by Phone

Auto Attendant

ComputerTalk’s auto attendant capabilities can be a standalone application or part of the whole contact center system. Callers no longer need to remember extension numbers; they just need to speak the name of the person or department they wish to contact.

Advantage

When your IVR applications are built on the same technology as your contact center, you avoid additional support and integration costs. You are able to view comprehensive reports relevant to your IVR and contact center to provide you with the information you need to make informed decisions. ComputerTalk's IVR is easy to update to accommodate your changing business needs.